Hem Chandra Punetha

• Led team of 4 insurance sales agents to develop and execute sales plan
• Provided consultative advice, guidance, and used project management knowledge to lead and collaborate projects to improve customer experience and build efficiencies by leveraging technology
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Established strong relationships with internal and external customers to achieve organizational goals
• Presented weekly / monthly target achievement reports and process improvement recommendations to higher management.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting

• Managed operations of team of 12 fraud analysts in Global Fraud Protection Services while leading projects of variable complexity.
• Assessed business requirements to create focused solutions.
• Developed project management roadmap to define project objectives, timelines and milestones.
• Coordinated daily activity and flow of projects through multiple departments to verify on-time delivery.
• Modified and directed project plans to meet organizational needs.
• Prepared project reports, updated databases for project tracking and maintaining project related documents to manage all project stages from conception to completion.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Maintained compliance with regulatory parameters in complex projects with overlapping policies.
• Implemented Robotics & Automation projects to manage chargeback queues resulting in reduction of manual effort by 20%.
• Enhanced interfaces to promote better functionality for users while reducing case processing time by 10%.
• Led project to bring operational functional flexibility by cross training teams while reducing operational costs by 30%.
• Streamlined processes by aligning fraud case handling procedures with regulations and creating central repository of SOPs resulting in 100% quality score.
• Drove team success through shared vision and recognition of quality performance.

• Collaborated to gather requirements for ongoing projects and organize details for management use.
• Coordinated with cross functional teams to keep projects on schedule by managing deadlines and adjusting workflows.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Assisted project manager in developing executive presentations and reports to facilitate project evaluation and process improvement.
• Reported regularly to managers on project budget, progress and technical problems.
• Reviewed fraud trends, identified procedural gaps, recommended changes.
• Partnered with risk & compliance team to review feasibility and implementation of recommended changes focusing on improving efficiencies, chargeback rate and reducing provision for fraud losses.

• Investigated credit card fraud claims.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
• Provided exemplary level of customer service to clients and company personnel by maintaining 100% quality score and consistently improving productivity.

GPA: 3.93

GPA: 3.71