Andrews Kumar

Experience

• 

  L. Pandurangan & Co.

  Sept 2002 - Aug 2003

  Articled Clerk
• 

  LOWE

  Aug 2003 - Apr 2005

  Commercial Executive
• 

  CITIGROUP Global Services Ltd.

  Apr 2005 - Apr 2008

  Chargeback Processing Officer
• 

  Royal Bank of Scotland Business

  Apr 2008 - Jun 2009

  Team Leader – Issuing Chargebacks

  Some of my core functions include:• Provide training to team members concerning issuance of chargebacks.• Monitor all transactions in the Central Bank cases.• Evaluate pre-arbitrations and II CBKs performed by team members.• Analyze and assess day-to-day chargeback settlement entries sent to TPU.• Review all letters prepared by the UAE team and Central Operations team.

• 

  Network International

  Jul 2009 - now

  Some of my core functions include:• Develop strategic and efficient processes or systems to deliver exceptional customer service by working closely with Business Heads, Product and Sales Team and other stakeholders.• Prepare and provide multiple MIS, reports and data to higher management regularly and whenever required. • Suggest recommendations to enhance overall quality of work, customer service and organizational matters. • Direct teams in reviewing open tickets regularly and coordinate with the Application Leads for any ticket that requires immediate action and attention.• Perform large-scale migration project of all clients from old CMS V+ to new CMS Way4.• Conduct meetings with clients and reinforce strategic actions to complete pending items and other relevant requirements.• Monitor a set of metrics and KPIs based on the service deliverables and the agreed terms. • Maintain oversight in reducing manual intervention and error, while improving alignment and business outcomes.• Review and Grant approval to all pre-CAB requests for internal and client-related projects/changes. • Audit the quality of deliverables to ensure all project activity complies with the policies, processes and requirements set by the client.• Attend meetings with Change Control Board (CCB) to tackle the changes and its potential impact. Show less Some of my core functions include:• Ensure all customers’ issues are addressed and resolved in a timely manner.• Maintain updated knowledge about new systems and modern support automation tools.• Monitor and ensure high level performance and quality of L1 support.• Escalate unsettled issues to the responsible department for efficient resolution.• Improve process, product, tooling and education within the L1 Support team to mitigate future problems. • Identify strategic opportunities and action plans to improve the customer support experience throughout the lifecycle of a ticket.• Streamline escalations and monitor the health of the escalations and its progress.• Provide support to highly functional team and carry out other tasks as instructed. Show less Some of my core functions include:• Take action on all incoming pre-arbitration and pre-compliance in relation to Visa and Mastercard transactions.• Responsible for all Mastercard and Visa incoming copy request and chargebacks concerning Dynamic Currency Conversion (DCC) transactions.• In-charge of all Mastercard II chargebacks received for normal (non-DCC) transactions.• Manage and oversee all types of merchant debits with attention to details and accuracy.• Participate in periodic meetings with the merchants and address debit-related queries.• Provide information and updates to all merchants in terms of chargeback whenever required.• Render support in completing UAT of ITS merchant letter generation along with its implementation in BAU.• Responsible for the completion and implementation of UAT of MBS debits.• Served as the BCP Coordinator for Acquiring Chargeback team with responsibility to carry out BCP testing. Show less

  • Associate Vice President

    May 2022 - now

  • Manager - Client Service & Excellence

    Apr 2017 - May 2022

  • Assistant Manager - Client Service & Excellence

    Apr 2015 - Mar 2017

  • Processing Specialist - Client Service & Excellence

    Jan 2012 - Dec 2015

  • Processing Team Member - Chargeback

    Jul 2009 - Dec 2011