• Responsible for the coordination, support, management & execution of 1st Level maintenance activities as per Service Level Agreement (SLA) & troubleshooting 1st level Incident Management. • Executing the technical tasks from the defined standard operating documentation. • Escalations and Follow up with the Resolver Grouper team specified in the Service Management Tool. • Forward technical support issues that cannot be addressed by the L1 team to the appropriate technician (Escalation Team).

• Online testing for new/upgrade of payment gateways by performing UAT (User Acceptance Testing).• Daily review of erroneous transactions, managed with performing reconciliation of merchant e-store and all payment gateways. • Daily transaction analysis includes to mitigate the risk of losses from fraudulent and chargeback transactions. • Reconsideration of users/customers and cardholders blocked in Watch List. • Managing refund portfolios, preparing refund & chargeback reports. • Other tasks include executing refunds, master file updates, manual re-posting of payment errors and shipment handling.

• Handling inbound calls from Maxis SME/Enterprise customers – billing errors, network coverage. • Ticket logging & management for other departments for broadband issues as to assist with 1st level troubleshoot and maintain 1st call resolution. • Properly directed inbound calls in phone queues to improve call flow in a timely manner.

• Monitoring live transactions & reviewing accounts and determining legitimacy of the accounts, based on AHT. • Process includes communicating with customers through email and outbound calls. • Investigation and detail analysis of selected PayPal accounts of individuals and merchants using multiple resources like EBay rating, IP search, VID, Machine ID of selected PayPal accounts of individuals and merchants. • Monitor cases and report to identify suspicious transactions, fraud trends and notify management using various IT tools and fraud indicators. • Additional work involves resolving buyer-seller disputes.

• Identifying training needs with supervisors of departments and schedule offerings and educational activities. • Monitor and manage enrollment of learners and participants that consist mostly of IBM employees. • Auditing entries made by teammates to ensure accuracy of scheduled training activities.

• To ensure smooth flow of banking operations in compliance with standard policies & procedures • Efficient customer service is always rendered. • Maintain adequate record relating to operations.• Handling and managing client current accounts, overdraft facility and remittances. • Managing inbound calls and enquiries on banking products and services.

• Supervising, coordinating employees and working with store’s suppliers and vendors.• Ensuring promotions, company standards, security and responsible for handling change fund and banking procedures. • Observing safety standards, gaming, lotteries, alcohol, and tobacco regulations according to state and federal law.• Maintains customer service and observes customer needs and requests for products, evaluates potential profitability and forwards information to general manager.

• Coordinating and assisting for handling packages and documents.• Sorting & scanning documents according to area zip codes, size and weight.