vidisha prashant naik

Managed end-to-end credit card operations, including customer detail updates, card activation/deactivation, blocking/unblocking, add-on card issuance, KYC verification, and statement setup, handling 100+ PAN India requests/day with 98% accuracy.  Resolved billing, late fee, and dispute-related queries, consistently maintaining SLA compliance and improving first-contact resolution.  Coordinated with Branch, internal departments and corporate assist/card teams via email, calls, and SRs to ensure 100% on-time case closures.  Utilized CRM and core banking systems (CTL, PRIME, SAKSHAM, Finacle) for workflow tracking and ticket management, improving productivity.  Ensured strict compliance with RBI and bank policies while processing high-volume transactions.  Contributed to process improvements that reduced turnaround time (TAT) and enhanced overall customer satisfaction scores.  Recognized for communication excellence and proactive problem- solving in customer-centric service delivery.

Managed payment-related requests for Citi’s existing customers, verifying daily and monthly payment cycles to ensure accurate posting and reduce reconciliation errors.  Handled and reviewed key daily reports (Hardship Maker/Checker, SBWO, Settlement Report, Phone Indicator Change Report, VN Automation, and Maintenance Accounts) with high accuracy and compliance adherence.  Executed internal quality checks on daily reports, strengthening audit readiness and minimizing operational discrepancies.  Prepared comprehensive dashboard reports for THD and Fuel portfolios, supporting management with data-driven insights.  Led work allocation, assigning tasks to team members, monitoring progress, and ensuring 100% on-time delivery of all activities.  Maintained systematic records of client updates, ensuring smooth workflow coordination and transparency across teams.

Processed acquired MIGS files for Visa and MasterCard online transactions, ensuring accurate routing and reconciliation. Improved transaction accuracy and reduced processing errors.  Improved transaction accuracy and reduced processing errors.  Managed chargeback activities, including raising chargebacks, reversals, requests, and representments in the Pre-Edit package, ensuring timely resolution and reduced financial losses.  Ensured smooth transaction processing, minimizing errors and supporting seamless payment operations for cardholders and merchants.

Processed acquired MIGS files for Visa and MasterCard online transactions, ensuring accurate posting and seamless payment settlement.  Handled incoming ICTF and PTLF files and processed ATM On-us and Off-us MasterCard transactions with high accuracy and compliance.  Managed complete chargeback lifecycle—raising chargebacks, reversals, requests, and representments in the Pre-Edit package—ensuring timely resolution and reducing financial exposure.  Ensured smooth end-to-end transaction processing, minimizing errors and supporting secure, efficient card operations.  Contributed to smooth daily operations, lowering errors and improving overall service quality.

Managing back-office credit card operations, including Reporting & Quality Check, KYC & Compliance, and Documentation & Coordination.  Ensured accurate processing and smooth daily operations and reduced operational errors.