Jeevan Bist Email & Phone Number

Vadodara, Gujarat, India

• Managing a team of chargeback & fraud prevention analysts.• Challenging processes and procedure, in the context of continuous improvement• Providing insights on processes backed by data analysis.• Creating and analyzing chargeback financials and win rate reports.• Monitoring, coaching and developing team members to work more effectively.• Collaborating with other departments and client's vendors for process improvement.• Analyzing data and developing reports in Excel, Power BI and Python.• Building and maintaining stakeholder relationships• Developed Chargeback Management System and reporting on Googlesheets using App Script.

Vadodara Area, India

• Accounted for responsibilities of a team leader, trainer, and reporting analyst. • Managed the team of chargeback and fraud prevention team. • Coached and developed a team to achieve their objectives. • Led new projects like Verified Billing and Fraud Cancel Pilot to increase the efficiency of the process. • Interacted with different departments on client’s end to smoothen the cross campaign tasks. • Worked with various vendors of client in order to improve efficiency and resolve technical issues of the tools. • Created and shared various reports on analysis of chargeback, sales, fraud and team performance of Risk Management. • Wrote python scripts for automating browser, excel files, pdfs generation, and image cropping. • Operated Accertify, Zendesk and Jupyter Labs. • Temporarily headed a small customer service team of logistics startup including data reporting, client interaction and coaching.

Vadodara Area, India

• Conducted training product/process training for one of the ISP and Risk Management.• Created and maintained training materials, flowcharts, and procedure documents.• Sent batch reports for the training of Customer service and Risk Management.• Launched fraud prevention pilot batch and later added chargeback process.• Handled data analysis and reporting, roster planning, process updates, client calls, coaching session, and SOP creation for Risk Management.• Redesigned job-aids and training presentations for customer service and sales campaign as part of a temporary curriculum designer project.

Vadodara Area, India

• Conducted training product/process training with trainees.• Sent detailed recaps and reports that showcase the monumental wins occurring daily in the classroom.• Ensured the class is grasping the material and closed any knowledge gaps as discovered.• Provided floor support to agents on chats.• Conducted OJT trainings on production floor.

Vadodara, Gujarat, India

• Responded to multiple inbound chats; gathered and verified required information as appropriate.• Handled Tier 1 Tech Support in addition to Customer service over the chat.• Followed up with customers to assure satisfaction, responded to queries, solicit further sales, and solved problems.• Mentored new agents.

Bachelor Of Computer Application

Diploma Of Education, Electrical Engineering Technologies/Technicians

Education record