Mr,Thomas Varughese[Senior Trainer cum Consultant]
Thomas holds an Advance Diploma in Business Management from International Correspondence College (ICC), United States. He has the knowledge and technical know-how in handling any kind of card customers as he has attended many renowned MasterCard and Visa Trainings such as Visa International – CRIS Implementation Workshop, Chargeback Workshop, Effective Business Communication Skills, Credit / Charge card Investigation course – MRMTF & Royal Malaysian Police, MasterCard – Merchant Education training. He has also represent Malaysia as a Southeast Asian Delegate to the 3rd International Forum & Session for Young Leaders of Asia held in Singapore in November 1999.
Mr Thomas Varughese has more than 16 years of experiencing in banking and finance industry specializing in Customer Service, Collections and Risk Management especially in Cards business. He has extensive experience in servicing customers both in person and by telephone in the Call Centre Industry. He has worked with various international institutions such as HSBC and American Express.
He was instrumental in setting up the Customer Service, Collections, Authorizations and Risk Management department and its working module for Synergy Cards where he was the Manager of Risk Management. Through his years in the banks, he has performed various in house trainings such as AMLA (Anti Money Laundering Act) , Effective Call Coaching, Effective Phone Handling, Customer Service, How to improve Collections, DPA (Data Protection Act), BAFIA and Fraud Awareness Training for Merchants and customers. He has also trained staff on AVAYA (Call Monitoring System) And VOLARAE (Collection Monitoring System). He is currently attached to Zuri Group of Companies which particularly does external collections for various different banks in Malaysia. He current role is Manager Audit and Compliance / Training whereby he overseas all training and call coaching methods to all Zuri‘s staffs.
A very dynamic trainer, Thomas delivers his training lively and which stimulates self thoughts and active participation from trainees. He also has very flexible approach and encourages team effort. He is able to create a fun working environment where ideas and initiatives are actively encouraged and discussed.
While he was working in the bank he used to give training on Trade Finance Products to the staffs who were working under him by educating and sharing his knowledge and experience in order for them to obtain in depth knowledge on Trade Finance Products.
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