MARY MERLIN R

Address: no 26/1 Thippinna loyout kariyannapalya

Ligarajpuram Bangalore – 560084

Phone number: 25489089 / cell number: 9739975818

Email: merlinmary2010@gmail.com

Career Objective

To add value to my organization by utilizing my skill and implementing, it through my

knowledge and creativity for the Development and Growth of the Organization as well as
personal growth.

Personal Experience

1. ANZ Support Service

• Role: Senior Officer (STM) of Payments and Cash Operation

From 18/12/2009 to 23/12/2010

• Level : 6.1

Description

• Received payments through internet (Ib star) get the payments saved from Ib star,
allotting payments to all the staff member on a daily bases and maintain
Allotment Sheet.
• Making plans for week end work and helping the team in inputting payment
instruction in Pay plus during high volume day.
• Verifying inputted data in Pay plus as a main activity on a daily bases.
• Attending all emails received from customer for any queries, customer
complaints, urgent processing of payments, and queries from internal department.
• Resolving Recon’s (reconciliation) report on weekly bases.
• Ensuring in sending EOD reports to Melbourne.
• Conducting Huddles on a daily bases, giving process updates received from
Melbourne, maintain process update sheet, attends sheet and over time sheet etc.
 • Applied process improvement ideas (customer adds Hogan etc.)

2. ANZ Support Service

• Role: Recoveries Officer / Analyst From 07/06/2008 to 16/12/2009

• Level : 6.2

Description

• Deliver results through the efficient action of accounts, in terms of account

worked in Queues, mails (Nexus) emails referrals etc.
• Resolve all queries, customer complaints, escalation from Melbourne on priority
basis.
• Ensure that the SLA (Service Level Agreement) related activities are completed
on a daily basis and train the new staff on all processes.
• Answer queries from customer, trustee, collection department, agent and other
parties relating to bankrupt accounts and action accounts in a timely manner.
• Display initiative in putting forward suggestion for improvement, take ownership
of Improvement / issues as directed by the Team Leader.
• Applied process improvement ideas.
• Worked under various scenario’s, helped the team to meet SLA(Service Level
Agreement)
• Introduced shortcuts producer in Bankruptcy, which consumes less time for the
team.

3. Deutsche Bank

• Role: Coordinator ( Credit Card Department ) From 15/11/2007 to 17/05/2008

Description:
 • Confirming the eligible candidate (verifying customer’s pervious credit card
status, yearly income, checking customer’s payment Pattern etc.)
• Resolving customer’s queries (Face to Face communication, Telephone
communication, emails etc.)
• Attending customer’s satisfaction and service etc.
• Fixing appointments to meet VIP customers to brief the credit card feature.

Credentials

• Received “ Reward and Recognition” certificate on 29/10/2008

• Receiver Award as “ Most Performed Individual” on April 2009
• Received Appreciation and Award as “ Best Performer” (Runner up) on October
2009
• Certified as the best Kaizen Star of the Quarter for “ Collection Team”
• Received as the “Best Team – Payments and Cash” in May 2010
• Find it First Appreciation Award received from the Risk Department on Sep
2010.

Education Profile

P.U.C - Hasanath Women’s College 2003-2004

Bcom - Baldwin’s Methodist women’s College 2005-2007

MBA – Sikkim Manipal University (pursuing final semester)

Computer Skills

Windows 95/98/200/ xp, basic in computer, MS office (MS Word, MS Excel, Ms

PowerPoint) and Tally.

Personal Strength
Good communication Skill, Dynamic and Result Oriented, Hardworking, Ability to
shoulder any kind of responsibilities, Focused and Flexible.

Personal Profile

Father’s Name : H M Rass

Mother’s Name : S. Veronica

Date of Birth : 30/01/1985

Marital Status : Single

Language Known : English, Hindi, Tamil and Kannada.

I hereby declare that above finished information is correct and true to my knowledge.

Date:

Place: Bangalore Mary Merlin. R