Shanthini H

SHANTHINI H Risk Operation Agent 2 & Resolutions and Protection Services (RnP) Bangalore, Karnataka, India Mobile: - | E-Mail:-| LinkedIn: https://www.linkedin.com/in/shanthini-h-5b-/ | SkypeName: shanthudally@15 CAREER SUMMARY Enthusiastic and highly-motivated Commerce undergraduate and a diligent professional with 3.8 years of demonstrative experience in the diverse areas of Risk Operations, Human Resources (Customer Relations), and Customer Service. Seeking to earn a Post Graduate Diploma in pursuit of an opportunity to be part of an esteemed institution that provides international accounting expertise and skills to navigate a wide range of business environments. Eloquent communicator and vibrant team member with outstanding relationship building & interpersonal skills; excellent analytical, problem-solving & organizational skills and well aware of customer needs and technological know-how at work. TECHNICAL SKILLS Basic Computer knowledge, and sound comprehension of MS-Windows: MS-Excel, MS-Word, MS-Power Point as well as C+, C++ programming languages BEHAVIORAL SKILLS Problem-solving | Communication and inter-personal | Hardworking | Critical thinking | Analytical mindset | Adaptability & flexibility | Organizational | Multi-tasking | Target oriented and motivated | Teamwork | Time management | Leadership WORK EXPERIENCE Organization: PayPal India Private Limited Designation: Risk Operation Agent 2 & Resolutions and Protection Services (RnP) Department: Resolutions and Protections Services (RNP) Duration: April 2019 to date Key Deliverables: ● Assisting the conflict inquiries of buyers and sellers regarding their transactions, approving the transaction movements after the verdict, and correcting the errors in the money movements ● Reviewing the disputes claims/appeals and resolving them accurately in a timely manner by using communication and technology tools along with the knowledge of buyer and seller’s protection policies ● Monitoring and escalating risk trends appropriately for fraud investigators ● Delivering realistic solutions with strong individual decision-making capabilities ● Customer-focused with quality decision making in a timely manner ● Ensuring that all the performance parameters are met and maintained high consistency throughout ● Adapting and learning new processes, technologies, and taking responsibilities, etc. ● Strictly adhering to the time management and policies ● Collaborating within team/organization as per the requirement or any events organized ● Actively involved in inculcating the PayPal values in the work environment ● Taking individual responsibilities in case of any requirements and delivering appropriately Achievements: Won an award in QPL as Winner for Quarter 2, 2019 Rewards and Recognition ● Top Performer in Quality and Productivity - Quarter 2, 2019 ● ● ● Bagged the Customer Champion Award – Best Metrics + Empowerment - Quarter 4, 2019 Received the Wellness Award - Quarter 1, 2020 Received the Stand Out Chief Award – Quarter 2, 2020 and Published in PayPal Newsletter ⮚ Selected one among the Top 75 Rank Holders for Cadre III after filtering in Level 1 criteria in Quarter 3, 2019 ⮚ Was Star Performer of the team and rated Among the Best for the year- performance with annual ⮚ award letter of salary hike Consistently achieved in all the quarters-2019 and entitled for Incentive Plan 100%-150% Extra Miler ● ● ● ● ● ● ● Raised Empowerment stories in all quarters- Actively involved in various internal/site level activities/events conducted Organized several team level and site level events in-; Organized an event called Project Puthri (NGO Project) on the occasion of Independence Day 2020 in the period of lock down – First to initiate the idea of organizing the live event along with few live contest on virtual mode Took different SPOC responsibilities in two different teams from- Organized and engaged in various CSR activities Contributed to an equitable working environment from home and virtually engaged in all health care activities during the lock down Conducted process improvement and new updates session from the previous team and continued with the current team Organization: TeamLease Service Limited Designation: HR Executive Clients Relations Department: Client Relations – Email Process Duration: Nov 2016 to Apr 2018 Key Deliverables: ● Handled client's queries, requests, and conflicts related to HR Services ● Took ownership and decision-making for all the tasks we do ● Delivered services as per the TAT (Turn Around Time) ● Understood and acted accordingly to the client's requirements ● Interacted with clients using Salesforce application and used Microsoft Outlook for email interactions and updates from superior ● Generated the SLA (Service Level Agreement) for each case in Salesforce and worked accurately ● Created sub-cases in Salesforce and interacted with internal teams for receiving the resolution ● Achieved the given monthly target and gave 100% in quality ● Preserved high confidentiality regarding salary details, letters, and information related to associates and clients Achievements: ● ● ● Won Star Performer award for the Month and for the Quarter Recognized as the topper in quality, top scorer among the training batch-mates Moved from a trainee to a permanent position within 6-7 months, and began to tackle escalations while being a trainee who, apart from daily tasks, is handled by a Senior Executive or SME Extra Miler: ● ● Member of FUN Committee Organized stage events as a FUN Committee member Organization: First Source Services Private Limited Designation: Customer Support Associate Department: Vodafone Postpaid Voice Process Duration: Aug 2014 to Apr 2015 Key Deliverables: ● efficiently handled customer queries, requests, and complaints related to Vodafone Postpaid Services ● Gave 100% customer-centered services by calling ● Provided services within the prescribed ACHT (Average Call Handling Time) ● Furnished accurate details as per the Vodafone Search (V-Search) application ● Acted as a multiplayer by handling multiple applications at a time like Avaya, CRM (Customer Relationship Management), and V-Search ● Accurately reported the specifications, requests, and grievances in the CRM ● Achieved all the 90-100% consistency criteria, ACHT, 100% tagging in CRM, CSAT Score (Customer Satisfaction) Achievements: ● ● ● Won Star Performer award for the month and for the quarters Recognized as the Topper in performance metric, received multiple WOW calls from customers Scored 97% in all parameters of Quality which was audited by External Quality Assistant and topped in Bangalore Site Level EDUCATION Qualification B. Com 12th grade 10th grade College/University Prime College/Gitam University Kairalee Nikethan Composite Pre-University College Sri RamaKrishna Education Society EXTRACURRICULAR ACTIVITIES Pencil & Craft Artist HOBBIES AND OTHER INTERESTS Reading, swimming, working out, and dancing LANGUAGES KNOWN English, Hindi, Kannada, Tamil, and Telugu Year- Percentage 74.8% 79.6% 65.9%