Rovina Geraldine Anthony
Daventry,Northamptonshire
Summary
Customer-centric payments expert within Corporate & Payments COO, specialised in acquiring gateway services and chargebacks. Proficient in resolving intricate merchant and customer payment inquiries, functioning within regulated environments, and ensuring compliant, high-quality outcomes. Deep understanding of payment authentication, settlement processes, and operational controls, demonstrating ability to collaborate across multiple internal teams while upholding customer experience, quality assurance, and risk standards.
Overview
9
9
years of professional experience
1
1
Certification
Work history
Senior Advisor
Barclaycard UK
Northampton, Northamptonshire
2022.10 - 2026.02
- Resolve customer and merchant payment queries relating to acquiring gateway services and authentication.
- Engaged with customers and internal teams to clarify issues and confirm resolutions.
- Operated within regulated payments processes, adhering to Barclays policies and procedures.
- Maintained accurate case notes in compliance with operational and audit requirements.
- Hands on experience with PEGA, BOC, AWS, and Salesforce to enhance operational efficiency.
- Handled Merchant queries and resolved chargeback disputes effectively within Chargebacks team.
- Maintained comprehensive records of customer interactions, transactions, and comments for future reference.
- Cross-trained in Chargeback complaints process to manage high-volume periods.
- Earned Consumer Duty Award for People's Choice in May 2024 for training advisors from Noida.
Customer Service Representative
Safety First Aid Group
Letchworth Garden City, UK
2022.06 - 2022.10
- Resolved customer complaints promptly to maintain satisfaction and loyalty.
- Assisted customers with product selection, ordering, and technical support.
- Tracked orders from initiation to completion, ensuring timely delivery.
- Identified opportunities for improvement in customer service processes and recommended changes.
Service Delivery Manager
Letrim Intelligence Service
Chennai
2019.11 - 2022.05
- Planned projects and estimated revenue to ensure timely client delivery.
- Supervised 60 staff, providing training to enhance skills.
- Analyzed operations, implementing strategies for financial and organizational success.
- Fostered lasting client relationships through onboarding and support.
- Conducted audits and managed risks effectively.
- Monitored contracts with third-party organizations to ensure service delivery.
- Recommended process changes to improve client business potential.
- Met objectives within budgetary constraints consistently.
Team Manager
Maersk Global Service Ltd
Chennai
2017.01 - 2019.11
- Delegated tasks to staff, prioritising goals to optimise North American operations.
- Drove account financials by enhancing team utilisation and maintaining staffing levels.
- Established quarterly and annual objectives alongside operational strategies for target achievement.
- Forecasted container volumes for export and import while coordinating capacity with procurement.
- Coordinated scheduling and itineraries to bolster productivity initiatives.
- Reviewed employee performance, providing constructive feedback to facilitate improvement.
Education
MBA - HR & Operations Management
Symbiosis (SCDL)
IndiaBachelor of Science - Mathematics
Stella Maris College
IndiaSkills
- Client and stakeholder management
- Complex problem solving
- Critical thinking and analysis
- Analytical tools and methods
- Process mapping and risk assessment
- Recruitment and interviewing
- Onboarding and training
- Work planning and prioritization
- Advanced analytics skills
Accomplishments
- Participated in 25 hr Global IT Hackathon in Barclays to create AI solution for a Charity
- Consumer Duty Award for People's Choice in May 2024
- Collaboration Award for Net Promoter Score turn around in Q4'17 – Q3'18
- Best Team Lead for Q1 & Q3 2014
- Centre Director Excellence Award Q1 2010
Certification
- Atlassian Agile Project Management Professional Certification
- AWS Beginner Course
- Certified Entry-Level Python Programmer
- Microsoft Azure Fundamentals
- Prepare for certified Scrum Master
- Agile Project Management with Jira
- Tableau Essentials
- Generative AI
- Cybersecurity Foundations
Additional Experience
- Team Leader | Relationship Science Pvt. Ltd Chennai, November 2013-December 2016
- Analyst to Team Leader | Hewlett Packard, Chennai, April 2009-October 2013
- Customer Service Advisor, Internet Global Service, Chennai, Jun 2008 - Mar 2009
Additional Information
- Microsoft Office Suite
- JIRA
- SharePoint
- Salesforce
- Power BI (Beginner)
- Databricks
- Microsoft Azure
- AI foundry
Timeline
Senior Advisor
Barclaycard UK
2022.10 - 2026.02
Customer Service Representative
Safety First Aid Group
2022.06 - 2022.10
Service Delivery Manager
Letrim Intelligence Service
2019.11 - 2022.05
Team Manager
Maersk Global Service Ltd
2017.01 - 2019.11
Bachelor of Science - Mathematics
Stella Maris College
MBA - HR & Operations Management
Symbiosis (SCDL)