Thameran Jegatheeswaran

Experience

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  RBG Security

  May 2015 - Sept 2016

  Security Guard

  • Providing assistance and guidance to managers, visitors and general staff.• Contacting the police, authorities and other emergency services when necessary.• Responding to emergencies.• Reporting all incidents, accidents or medical emergencies.• Monitoring and patrolling business areas on a consistent basis• Having a highly visible presence on the premises.

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  DHL Express

  Sept 2016 - Jan 2017

  Customer Service Representative

  • Respond in a timely manner to internal and external customer inquires• Provide professional and timely response to customer inquiries on shipment status, ensuring service failures are minimized where possible and the customer is kept informed of progress throughout• Transmit requests for pick-up to fleet of on road drivers using the automated dispatch system known as CSV• Provide rates for both quoted and tariff customers using in house system.• Ensure same-day delivery courier service standards are met.• Provide information on proof delivery requests and shipments status inquires using GEMA• Gather the appropriate information required for the customer service team to ensure the timely completion of traces for each tracing inquiry• Ensure all messages are being handled in a timely, efficient manner between call takers and dispatching• Manage all customer complaints calls professionally and effectively to increase customer satisfaction• Check for messages in CSV system and follow up with proper action• Process credit card payments through Chase system• Update all required logs daily in order to track and trend data• Adhere to all applicable call flow processes and Quality Assurance requirements Show less

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  ADESA

  Dec 2016 - Apr 2017

  Customer Service Representative

  • Managed assigned accounts and continuously promotes ADESA’s and their associated business full suite of services for new business opportunities within established accounts.• Persuasively explains to customers how company’s products and services can reduce customers’ costs and enhance their businesses.• Kept up to date with information about product and service innovations, changing needs of customers, market conditions and competitors and adjusts sales strategy accordingly.• Analyzes sales data, prepares reports, regular use of Salesforce and carries out other administrative duties associated with sales function.• Resolved customer issues and complaints by taking immediate action independently or referring customer to appropriate department.• Provided support to auction sites, when required, to assist with marketing call and promotional campaigns. Show less

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  Carl Zeiss Vision

  Jan 2017 - Mar 2017

  Order Entry

  • Sort Incoming Customer Orders and Establish Proper Priorities.• Key into the DVI System all required information for work orders.• Edit Jobs from REMO.• Record Hourly Processing Numbers and Transmit outsourced company product orders.• Feed information to Excel so the orders are processed sufficient speed to avoid backups.

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  CIBC

  Apr 2017 - Jul 2017

  Fraud Claims Analyst

  • Reviewed each fraud report to ensure the report information is accurate and matches what is found in CIBC systems, to ensure the fraud report work package is complete and all chargebacks can be exercised in the appropriate time frame, primarily for card not present files, and other fraud types not requiring challenge without client liability.• Analyzed and determine the type and nature of fraudulent activity to confirm legitimacy of the claim by the cardholder. Ensure the correct fraud type is indicated and that all systems (Bankcard, TSYS, Image, COINS, CICS, and Negative File) reflect the appropriate account status to prevent further fraud losses.• Referred claims to the Fraud Claims Specialist as first point of escalation for investigations or high profile customer challenge Show less

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  CIBC

  Nov 2017 - Mar 2018

  Merchant Support Officer

  • Balanced large dollar volumes, based on a large transaction base, where information involved is detailed and factual and must be summarized and verified (bill payments, online GICs) to mitigate potential impact to thousands of customers.• Resolved difficult verbal or written inquiries from merchants, internal or external business partners, responding in a courteous and professional manner on all unit and/or CIBC products and services, as applicable.• Provided management with regular reports and make recommendations to ensure department operates efficiently. Show less

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  TD

  May 2018 - now

  • Provide Workforce Management with operational support for TD's phone-channels across Canada.• Creating Microsoft Excel trackers to simplify large data to better comprehend business results. • Analyzing trends in contact volume and AHT, absenteeism and attrition offline time, and business related operations while managing live Intraday.• Ensure to report unusual trends make manual adjustments in IEX according to day-to-day business.• Making independent decisions to run a plan based on the amount of call-records maintain positive agent experience.• Communicate previous and current data to call-center managers and internal campaigns officers to ensure recommendations are implemented in an accurate and timely manner. Show less • Achieved a top score of 93.33% out of 9 LEI surveys in Quarter 4 that were anonymously sent to clients post phone-call interactions. • Managed personal and colleagues queue of delinquent accounts to ensure timely contacts are made while ensuring banking is comfortable for the client at the same time understanding financial hardship to better suit payment plan and bring accounts up-to-date. • Ensured clients information was up-to-date and accurate through confirming KYC in terms to residential, employment and any crucial information on TSYS while assisting client's initial needs. • Hosted team huddles and fun activities on a weekly basis to provide better work experience while ensuring agents take a break and communicate openly to better a work atmosphere. • Collected live payments on S3 for ULOC, HELOC, Credit-card, multi-loans, and Mortgages and set-up future dated payments via OPA upon clients request. Show less • Achieved Quarter 1 compliance pass certificate three months consecutively whiling holding a QTD score of 69.33 score with 15 LEI surveys beating expectations.• Decrease TD’s risk exposure by adhering to policies and procedures in addition to accurately gathering and validating clients' personal and financial information• Contributed to the entire West-Tower team with an effective Unit tracker on Microsoft Excel for other agents to track progress.• Conferring with 60-80 clients by telephone or email in order to clarify information about their credit products.• Maintaining current knowledge of the banking industry, specializing in credit cards offered and keeping updated with promotions and offers related as such.• Contributing to team results by mentoring peers through side by side coaching and constructive feedback, sharing best practices, and supporting colleagues when needed.• Maintaining exceptional standards of customer service with strong time-management and customer needs assessment knowledge to facilitate credit card products.• Increase clients' commitment through inbound / outbound telephone communication by actively listening to client concerns and providing financial advice and information based on a variety of personal lending products & services.• Resolves client issues and complaints by taking immediate action independently or referring customer to appropriate department. Show less

  • Command Analyst WFM

    Dec 2022 - now

  • Business Management Analyst (WorkForce Management)

    Oct 2021 - Apr 2023

  • Advance Customer Assistance

    Oct 2020 - Sept 2021

  • Credit Underwriter

    Dec 2019 - Oct 2020

  • Credit Card Specialist

    May 2018 - Dec 2019