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.

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.

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