Building and maintaining relationships with customers and third parties for the bank. Answered customer queries effectively and understandably – conveying ideas in easy-to-understand terms.• Conducted thorough investigations of disputed transactions, utilizing data analysis tools and techniques to identify common patterns and root causes of disputes.• Developed customized dispute resolution plans for high-risk merchant accounts based on individual needs and transaction histories resulting in a 90% success rate in resolving disputes.• Maintained detailed and accurate documentation of all chargeback cases, including phone calls with merchants and cardholders, resulting in a streamlined dispute resolution process and improved customer satisfaction• Analysed transaction data, communicate with merchants, and obtain appropriate evidence to investigate and resolve chargeback claims.• Collaborated with internal departments, such as fraud prevention and customer support, to monitor and identify underlying causes of chargebacks and put preventive measures in place.• Stay current on chargeback legislation, credit card regulation changes, compliance needs, GDPR and related financial policies.• Liaised with merchants to give advice on chargeback avoidance tactics and best practices.• Created and submitted persuasive representation cases to card networks in order to contest invalid chargebacks.

Forecasted market trends and negotiated with vendors, resulting in a 10% cost reduction in the ordering process for the next quarter's sales.• Coordinated with stakeholders to streamline business operations and develop optimal solutions.• Analysed competitor pricing strategies and customer preferences, informing product development decisions that drove a 15% increase in sales revenue.• Conducted comprehensive market research on pricing trends and sales performance, identifying cost-saving opportunities that increased profit margins by 10%.• Conducted market research, identified trends, and developed a new product line, leading to increased revenue.

Supervised project plans, timelines, and budgets, ensuring on-time and within-budget delivery. Presented project updates and findings to senior management, increasing visibility and support for ongoing initiatives. Partnered with internal teams to streamline the customer experience. Interpreted daily team KPIs, facilitated meetings, and implemented new strategies.• Improved efficiency by 15% through analysis of business processes and workflows.• Conducted call audits, provided team feedback, and reported in accordance with legal requirements.• Orchestrated cross-functional teams to implement process improvements, resulting in higher customer satisfaction and a 10% reduction in complaints.• Delivered prompt, efficient, customer service with attention to detail. Proactively identified customers’ needs and issues, communicated trends to senior management, and suggested innovative solutions.• Spearheaded and trained new hires as a Subject Matter Expert (SME), surpassing KPIs by 30% improving team performance and efficiency.

Developed a user-friendly UI interface for Standard Chartered Bank project, employing ReactJS and AgileMethodology.• Ensured accurate data transmission using AJAX methodologies, minimising errors.• Created visually appealing and intuitive web pages using HTML, CSS, and JavaScript.• Led cross-functional teams in executing accessibility initiatives, achieving an 80% compliance improvement within guidelines, enabling equal access for all users.