Rohith Nayak

Experience

• 

  Serco

  May 2010 - Aug 2015

  • Work as Subject Matter Expert for all fraud, authorization, escalation and HVT related issues. Provide support to both the operation and stakeholders with all fraud, authorization, escalation and HVT related issues. Conduct Fraud Prevention Investigations on behalf of the bank. • Drive and deliver exceptional business performance through the strong leadership and performance management of a team.• Ensure that Service Level Agreements and targets are achieved within an empowered deadline driven environment.• Provide inspirational leadership, coaching and support to the team and build close relationships with other staff members to deliver consistent improvement.• Promote and continually support the Customer Service Excellence initiative demonstrating a commitment to continual improvement and idea generation. Constantly review own working practices and consider if things should/could change to work for the better.• Responsible for monitoring, investigating and evaluating incidents to highlight trends and root cause analysis, then identify solutions.• Promote and manage departmental issues through chairing and attending team/management meetings, workshops, brain-storming sessions to discuss issues, escalating/cascading information• Represent the department at meetings/visits relating to team eventsSPOC (Single Point of Contact) for High Value Transaction (HVT), Call Logger and Escalation Desk (March 2014 – Present)HVT• Communicating with Relationship Managers and Premier Managers• Decision making for HVT transaction• Communicating outcome of decision making with Relationship Managers and Premier Managers• Maintaining a track for HVT request and sending weekly report to clients Call Logger• Maintenance and publishing of call volume data• Bifurcation of inbound calls and their impact on Service Level for that day• Scheduling of training for CSEEscalation Desk• Managing escalation team and handling escalation Show less •Work as Subject Matter Expert for all fraud related issues. Provide support to both the operation and stakeholders with all fraud related issues. Conduct Fraud Prevention Investigations on behalf of the bank. • Drive and deliver exceptional business performance through the strong leadership and performance management of a team.• Ensure that Service Level Agreements and targets are achieved within an empowered deadline driven environment.• Provide inspirational leadership, coaching and support to the team and build close relationships with other staff members to deliver consistent improvement.• Promote and continually support the Customer Service Excellence initiative demonstrating a commitment to continual improvement and idea generation. Constantly review own working practices and consider if things should/could change to work for the better.• Responsible for monitoring, investigating and evaluating incidents to highlight trends and root cause analysis, then identify solutions.• Promote and manage departmental issues through chairing and attending team/management meetings, workshops, brain-storming sessions to discuss issues, escalating/cascading information Show less • Responsible to handle customers query regarding payments made from their Barclays debit card• Job responsibility included identification of customers, verification of transactions, decision taking after verification of transaction & investigating payments if doubtful of customers identity • Servicing Authorization calls for transaction which are being referred• Escalating complaint if customers query is not resolved at FPOC or any dissatisfaction showed • Resolving queries and giving end to end solution to customers facing challenges to make online transactions via Verified by Visa• Identification & investigating any risk on accounts which includes scams, identity theft & account takeovers. Show less

  • Team Lead

    Jun 2013 - Aug 2015

  • Team Coach

    Mar 2012 - May 2013

  • Sr. Customer Service Representative

    May 2010 - Mar 2012
• 

  Slonkit

  Sept 2015 - Jan 2017

  Assistant Manager
• 

  BNP Paribas CIB

  Feb 2017 - now

  • Assistant Vice President

    Mar 2024 - now

  • Manager

    Mar 2021 - Feb 2024

  • Assistant Manager

    Feb 2017 - Feb 2021