Priyashi RC

Sr. Investigation Specialist

Oct 2021 - Sep 2023 • 1 yr 11 mos

● Supervised team to achieve best in Chargeback Metrics across worldwide Payment Risk Operation Sites (San Jose, Hyderabad, and Bangalore) by a positive variance of 34.6% as a Decision Quality Auditor. ● Executed long-term plan for process improvement to reduce transfer of queues with a success rate of 96%. ● Conceptualized and executed PROMISE Pilot Project for proactive bad debt avoidance by identifying individual errors. ● MX JITT POC and have coordinated with cross-functional teams for SOP changes and implementations, handling 2SV contacts and escalation contacts for MX marketplace. ● Trained and managed a team of new hires and supported them, ensuring all job functions and responsibilities were properly performed. ● Trained tenured colleagues in different functions and also got cross-trained in multiple functions to support business requirements. ● Performance metrics owner and quality auditor for all the customer contact-related metrics across both the Payment Risk Operations sites in India (Hyderabad & Bangalore) for the MX marketplace.

Investigation Specialist

Sep 2019 - Oct 2021 • 2 yrs 1 mo

● Streamlined process improvement parameters and workflows using agile frameworks and methodologies for data-driven improvements to reduce defects, enhance productivity, customer satisfaction, and overall operational efficiency. ● Observed quality performance and identified trends, prepared reports, and provided insights to respective stakeholders for NA, CA, and MX marketplaces. ● Managed to execute Just In Time Translation (JITT) Pilot Project to reduce dependency on Spanish-language-skilled associates for the Mexican marketplace by a success rate of 98%. ● Conceptualized & executed Break The Impasse (BTI) Pilot Project focused on customer contact reduction for the Mexican marketplace by a positive variance of 29.4%, which was implemented as the BTI team in PRO. ● Successfully helped the team to achieve the best in all performance metrics parameters across all the worldwide Payment Risk Operation sites with a positive rate of 24%. ● Successful in change management and process improvement initiatives and helped to grow customer retention in the MX marketplace by 73%.