Customer Service Management

*** **** *********** ****,

B***

Mountain View, CA 94043

Email:******@*****.***

Contact No: 408-***-****

~ Client Servicing / Operations

Nearly 3 years of experience in Operations, Client Relationship Management

and Administration. Skills in interacting with clients over phone and

through mails ensuring prompt and timely revert to all queries /

complaints. Deft in managing official correspondence and administrative

activities for smooth business operations. Good communication, team

management and inter-personal skills.

AREAS OF EXPERTISE

Operations & Administration

. Providing backend support to corporate clients for promotional schemes

and activities as well as cross promotion tie-ups & communication with

travel agencies.

. Monitoring smooth and timely execution of all schemes for clients.

. Tracking daily records of clients and resolving all queries in a timely

manner.

Client Relationship Management

. Providing prompt and timely support to clients and resolving queries in a

time bound manner.

. Ensuring maximum client satisfaction for repeat and referral business.

. provided feedback for resolution of raised complaints and queries,

. investigate and coordinate with appropriate teams in the event of

discrepancies in trade confirmations

. Implement and conduct trade surveillance reviews and investigations;

. Escalate exceptions and prepare management reports;

. Conduct review of alert scenarios and recommend process improvements and

best practices.

CAREER SCAN

Jan 2011 - August 2011 with Citibank, Singapore as Associate Consultant

Partner Company Polaris Software Lab Limited

Highlights

. Aptly managed customer service ensuring value added services to selected

clients with timely resolution of any processing gaps identified during

post implementation period.

. Examined areas of concern / issues through regular meetings with decision

makers and revisiting the internal and external Service Level Agreements

(SLAs) for client in portfolio.

. Kept an eye on system status and application outages; worked as a UAT

gatekeeper; build process for new funds, integrating new funds and

setting up parameters for new funds.

. Effectively handled a gamut of tasks viz:

. Test on new releases or new applications and support the rollout

to clients.

. Market price injections & verification.

. Test for new system updates and changes.

. Migration to new systems.

. Support to teams across Asia Pacific region

Oct 2008 - Jan 2011 with ANZ Bank (previously RBS), Singapore as Client

Associate

Highlights

. Provided support to clients with respect to daily transactions for

customers received through phone, fax, letter ensuring timely onward

transmission of trade tickets for execution of trades.

. Provide administrative support to the investment banking group VP and

five department directors. Answer telephones and promptly and courteously

assist clients and employees throughout the organization. Maintain

calendars, coordinating extensive appointments, meetings and

domestic/international travel.

. Worked on a variety of activities such as:

. Account Opening formalities, credit application, facility letter

and credit documentation, etc.

. Routine client transaction and necessary approvals.

. Mutual Fund and Fixed Income transactions - Checking of

application form.

. Sale control related activities including exception & margin

approval, large amounts call backs.

. Servicing the client including internal and external liaison

with all Private Banking and non-Private Banking Divisions (e.g.

Credit, Compliance, Treasury, Middle/Back Office, etc).

. Fund transfer, foreign exchange deal, securities deals, loans,

etc.

. MIS generation, documentation and compliance.

. Pro actively co-ordinating clients visits / marketing trips

maximising RM schedule as well as contacting clients for formal

reviews (investment and lending) in a timely manner.

. Responsible for ensuring RM is fully prepared for meetings and

liasing with colleagues, as appropriate.

. Ensure efficient co-ordination of workflow to ensure client

satisfaction via accurately inputting work instructions onto

bank systems (e.g.ICBS), managing e-mail and work queues.

. Preparing client letters, including complex correspondence and

multi product sale suitability letters, preparation of complex

credit applications and client documentation analysis (e.g.

financial statements) within agreed time scales

PAST EMPLOYMENTS

May 2005 - May 2006 Marks and Spencer, UK Customer

Assistant

Dec 2004 - Jan 2005 Kotak Mahindra Bank, Gurgaon Trainee-

India

ACADEMIA

2008 Master of Business Administration(GENERAL) from James Cook

University,

Bukit Merah, Singapore

2006 B.A (Honors) (Marketing with Business Studies) from Thames

Valley University, Ealing, London, UK

PERSONAL DOSSIER Languages Known: English, Hindi, Bahasa Indonesia and

Punjabi

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