Neeraja S Email and Phone Number

Lead a team of specialists and support the business with Reporting and Insights and form development/changes. Drive continuous improvement and implement innovative ideas to simplify processes and maximize productivity. Own the content management workload and ensure right content is available for team members to resolve issues appropriately.• Drive operational excellence by identifying, addressing, and creating processes ensuring service and quality objectives are met daily and monthly. • Own end to end Transition of new businesses/processes• Own and manage content workload for the entire business• Mentor Team leads in meeting/exceeding KPIs of the business• Lead and develop team which supports business with root cause analysis of trends and issue types. • Owns workflow management process: maintains, improves, and integrates the overall step-by-step process the team follows.• Own overall reporting and analysis across locations.

Responsible for a team of Auditors and Executives and address all mySupport queries from the store TMs. Own the Quality Management program and provide superior services to the stores. Own and manage the contractor workforce depending on the business requirement.• Improve current level of support for stores by leading the team to meet or exceed Productivity, Quality and Utilization Goals• Identifies and communicates opportunities to improve the Process. Ensures that defined processes, quality standards, methods and procedures are documented and updated.• Primary Leader on Duty (LOD) coach and train other LODs• Forecast and source contractor workforce depending on the business needs• Balances time, resources and quality constraints to achieve key Daily/Weekly/Monthly/Quarterly/Yearly Goals• Removes obstacles in order to move work forward• Prepares realistic estimates of resources (TM Capacity to Meet Workload) needed to accomplish goals.• Maintains and develops key partnerships across locations• Leads the Pilot of new business• Plans the integration of new workload

Responsible for a team of Auditors and Executives and address all mySupport queries from the store TMs. Own the Quality Management program and provide superior services to the stores.• Improve current level of support for stores by leading the team to meet or exceed Productivity, Quality and Utilization Goals• Identifies and communicates opportunities to improve the SRC Process. Ensures that defined processes, quality standards, methods and procedures are documented and updated.• Primary Leader on Duty (LOD) coach and train other LODs• Balances time, resources and quality constraints to achieve key Daily/Weekly/Monthly/Quarterly/Yearly Goals• Removes obstacles in order to move work forward• Prepares realistic estimates of resources (TM Capacity to Meet Workload) needed to accomplish goals.

• I• Understand, articulate and maintain a thorough knowledge of the Target Visa Card, Guest card, the Chargeback process, Visa guidelines and Federal Regulations to ensure proper procedure and compliance• Responsible for ensuring Team Members are delivering quality service by monitoring work and reviewing individual cases received from our cardholders for accuracy and timelines• Provide feedback to Team Members with quality assurance worksheets & partner with Leads so that coaching opportunities can be communicated in a timely manner• Maintain SME level of Knowledge in all processes and share best practice• Facilitate process trainings(Both Processing and Quality team) for new TMs• Identify training gaps and partner with Leads to ensure compliance with policies and procedures• Indentify training opportunities and facilitate refresher sessions• Conduct huddles to address quality issues• Tracking accuracy and error trends on a monthly basis to facilitate Leads to identify opportunity areas for the Team• Maintain team responsibilities and special projects as needed

• Processing Chargeback’s and Write-offs for disputed transactions• Processing No-Authorization Chargeback’s• Updating of necessary credit card reports of the cardholders to the Credit Bureau• Processes on-line financial adjustments using the correct expense accounts and GL numbers• Complies with all in-house policies and procedures regarding dollar amount requirements pursuant to any chargeback attempts or write-offs

• Handle inbound calls for Chase credit cards and answer queries of customers• Provide floor support and resolve escalation calls• Monitor calls and provide communication and quality feedback• Participate in client remotes and deliver superior customer support

• Handle inbound calls for Chase Manhattan bank and process credit card applications• Provide high quality service by responding accurately to consumer queries and follow federal laws• Meet/Exceed adherence, Quality goal and productivity numbers on a daily basis