This summary provides an overview of the key skills and experience of the job candidate:
The candidate has nearly 5 years of experience in customer servicing roles in business process outsourcing and banking sectors. They have a record of developing strategies and procedures to improve customer satisfaction, reduce costs, and achieve performance targets. The candidate also has experience leading and mentoring cross-functional teams. Their most recent role was as a Trade & Supply Chain Officer from 2013 to 2016 where they helped acquire new clients, increase revenue, and streamline processes. Prior to that they held roles as a Process Advisor and Practitioner focused on customer relationship management and processing customer accounts.
1. Key Skills Profile Summary
Dynamic career of nearly 5 years that reflects rich experience & year-
on-year success in Customer Servicing in Business Process
Outsourcing and BFSI sectors.
Enterprising leader with a strong record of contributions that
conceptualized & implemented strategies, delivered the suite of suitable
products & services to global customers and enhanced internal controls:
o Developing procedures, service standards and operational policies
with a proven track record of planning & implementing effective
control measures to reduce running costs of the division; meeting &
setting KPI targets and planning areas of improvement
o Providing effective resolution to customer queries and improving
relationships with them by anticipating their future requirements;
initiating & sustaining efforts to better Customer Satisfaction Score
Directed cross-functional & cultural teams using interactive &
motivational leadership; acknowledged for coaching & mentoring team
members to achieve resource wise productivity & optimization
Keen customer centric approach with skills in addressing client priorities
& resolving escalations within programs, thereby attaining high business
& compliance score
A forward thinking person with strong communication, analytical &
organizational skills; well organized with a record that demonstrates self-
motivation & creativity to achieve corporate goals
Work Experience
Feb’13-Mar’16: Australia and New-Zealand Bank, Bangalore as Trade & Supply Chain Officer
Role:
Streamlined trade & supply chain processes, defined continuous improvement processes, accelerated employees’
strengths & built powerful teams that could conquer any obstacles
Developed & effectuated contingency & continuity plans to ensure smooth operations for attainment of budgeted
objectives in coordination with Leadership, Stakeholders & Lines of Businesses
Achieved quality growth in revenue and profitability by acquiring new clients
Led various critical high value transactions and process improvement activities
Retained clients and enhanced return & utilization
Developed & implemented new products for supply chain business.
Built the business, led operations, worked in multi-cultural environment and delivered sustained growth in dynamic
conditions
Highlights:
Successfully worked on Real Time Tools such as OTL (Online Trading Line) and MS Outlook & Excel
Received Excellence Award for excellent quality & customer support in 2015.
Maximized the overall team performance for revenue generation within a short span of time
Adjudged by top management for acquiring new clients, increasing revenue and reducing the defects
Implemented several measures to identify deformities or abnormalities like zero defect and revenue generation
K.SHIVA
Result-oriented professional with a proven career in conceiving & implementing
effective ideas / strategies related to Customer Servicing that adds value to the
organization through inspiring leadership, entrepreneurial approach and innovation
excellence
9962104276 shivak1981@yahoo.in
Customer Servicing
Banking Operations
Loan Processing
Commercial Trading
Supply Chain Operations
Vendor Management
Process Improvement
Reporting & Documentation
Team Building & Leadership
2. Sep'12-Nov'12: Barclays Shared Services, Chennai as Process Advisor
Role:
Worked on Payment Protection Plan of investigating & processing the refund of premium to customers
Managed process transactions as per approved process & procedures, international regulations and per-agreed service
levels with speed & accuracy
Steered performance management, collated relevant documentation and conducted self-performance reviews
Assured effective performance as per dynamic business circumstances & questioning procedures
Highlight:
Exceeded SLA target and received appreciation as per SLA (minimum target: 10 cases) on a daily basis
Jan'10-May'12: IBM GPS, Chennai as Practitioner-CRM Operations
Role:
Managed customer’s International accounts for Citibank Customers.
Worked as second line of supervision in the team in absences of Team Leader.
Highlights:
Bagged:
o Best Quality Performer Award in Jan'11 for quality
o Ovation Award for Q2 2011 for quality and team management
o Best Quality Performer Award for Nov'11 for quality
o Acknowledged for outstanding customer management and received appreciation for the same in Jan’11
Date of Birth: 29/07/1981
Address: Tower 4, 4th
Floor, D Block, Vijay Shanthi Lotus Thaiyur B, Village Kelambakkam, Chennai-603 103
Languages Known: English, Tamil, Hindi, Telugu.
Physical Status: Differently Abled.
Location Preference: Chennai / Bangalore