Yogesh Bhatia

Experience

• 

  Flex Contact Centers

  Jul 2001 - Sept 2002

  Senior Customer Service Representative

  As a CSR, was responsible for meeting/exceeding the daily/monthly sales targets Have been a Top seller in all the campaigns dialed, displaying great communication and selling skills Have also won several awards for exceeding sales targets. Worked on different processes for US companies like AT&T, World-Com Wireless, and Sprint PCS & also worked in a Technical Support process for an ISP catering to US clients.

• 

  Infovision International(now Serco)

  Sept 2002 - Mar 2007

  Group Leader

  • Throughout a total span of 4+ years, lead call centre operations for a team size of 15-150 teammates across multiple range of products like Sales/Customer acquisition, Customer retention, Lead generation, Insurance services, for known UK brands like The AA, Onetel communications• Successfully transitioned multiple products or processes from the pre-process pilot stages leading to the successful production stage and expansions.

• 

  BA Continuum Solutions Private Limited

  Mar 2007 - now

  •Building an automated Fraud claim resolution process by collaborating with global teams including technology development, strategy, policy, and operations•Delivering consistent value to business ($s) through efficiency improvement, loss optimization projects, and risk issue identification and remediation•Leading front-facing corporate audits with zero-observation outcomes on process design, policies, and practices•Continuous recognition and high ratings from internal and external stakeholders on performance delivery Show less • 18+ years Operations management• 10+ years Fraud claims management (prevention, detection, and resolution)• 10+ years Fraud dispute resolution (Merchant services, Credit/Debit cards, ATMs, Check, and Digital)• 10+ years Operational excellence through workflow design development or technology improvement• Strategy, Compliance , Operational risk, and Project management• Fraud Loss Management • Team operations, process management, coaching, and collaboration• Complex problem analysis, identifying solution and resolution• Decision making & Leadership• Reporting, Analytics and PresentationCurrently leading the operational excellence, risk, and resiliency efforts for the Fraud Prevention, Detection and Claims management portfolio ~2000 + FTEs• Spearheading cross-functional initiatives across departments to achieve business goals for bottom-line profits• Resolving issues and recommending actions based on production and compliance reports• Monitoring current industry trends and gaining insights from competitor analysis• Establishing performance goals for the department and outlining processes for achievement• Increasing workflow by analyzing data and maximizing opportunities for improved productivity across several areas• Collaborating with senior management to develop strategic initiatives with long-term goals Show less

  • Notable Credits

    Mar 2007 - now

  • Certifications

    Jan 2007 - now

  • Vice President Operations

    Mar 2007 - Mar 2023
• 

  Barclays UK

  Mar 2023 - now

  Vice President, Fraud Operations