Navisha Premanathan
Cheras
Summary
Dynamic professional with proven expertise in merchant onboarding, client data management and customer service skills. Trained and skilled in coordinating end to end onboarding processes while ensuring regulatory compliance and maintaining accurate master data across systems. Experienced in building strong customer and client relationships, handling and resolving escalations and delivering high quality service standards. Strong ability for analytical skills, attention to details and ability to balance customer centric support with business process governance.
Overview
9
9
years of professional experience
4
4
Languages
Work History
Merchant Onboarding Analyst
American Express
11.2021 - Current
- Onboarding merchant accounts for APAC regions i.e. Australia, New Zealand, Hong Kong & Singapore, ensuring all clients are meeting the KYC and Compliance Onboarding requirement.
- Handling incoming documents from customers and perform data capturing for merchant transactions.
- Identify risk issues (fraud, financial exposure) escalate or take corrective action.
- Liaise with partner banks and terminal deployment vendors to ensure requests are actioned in timely manner.
- Follow up with stakeholders via outbound calls and emails in ensuring efficient Merchant case resolution.
- Maintain a daily inventory of cases, track and resolve towards closure to effectively service Merchants and reduce cycle time.
- Master data management; ensuring all identifiers (company ID, tax ID, address) are correctly stored.
- Maintain a high level of accuracy, timeline and customer satisfaction.
Lead Customer Care Professional
American Express
10.2016 - 11.2021
- Handling inbound calls from SG Clients, providing end to end services to card members.
- As a team captain - working closely with team leader to ensure targeted score card is achieved.
- Secondment role as new hire Coach (Sep'18-Dec'18)
- Working in collaboration with learning specialist to analyze new hire's performance & provide coaching/training/one to one assistance to ensure performance gap is tackled.
- Handle escalation calls for new hires, ensuring new hires reach target before moving to the floor to be an independent customer service professional.
- Support for SRT (Service Recovery Team) (Dec'20-Feb'21)
- Role of Relationship Manager in managing client complains via emails, calls.
- Deescalate clients issue by providing a solution by studying client's root cause of issue.
- Back end job for clients, sorting out accounts concern raised by clients.
- Follow up emails to client on case status.
Education
Bachelors (Hons) - Biotechnology
Manipal International University
01.2016
Diploma - Pharmacy
Mahsa University
01.2013
Skills
- Project Management
- Problem Solving
Timeline
Merchant Onboarding Analyst
American Express
11.2021 - Current
Lead Customer Care Professional
American Express
10.2016 - 11.2021
Diploma - Pharmacy
Mahsa University
Bachelors (Hons) - Biotechnology
Manipal International University
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