Customer Service Management/ Human Resources Management
Resume:
Objective:
To obtain a challenging and rewarding position in a vibrant and growing organization offering an innovative and motivating work environment.
Education:
Associate Degree in Human Resource Management, May 2015
Wake Technical Community College, Raleigh
Master of Science in Economics and Master of Management Studies, July 2004
Dual degree from Birla Institute of Technology and Science(BITS), Pilani, Rajasthan, India
HR Skills Acquired:
Strong knowledge in HR policies, procedures, laws, standards, and regulations
Complete understanding of Recruitment Planning & Selection process including phone screenings, scheduling interviews, posting job advertisements on job boards, etc.
Highly skilled in creation, maintenance, protection, security, and disposition of records (Records Management)
Thorough awareness of US based Compensation & Benefits like Salary Review, Merit-Pay, Medical & Insurance, Retirement Benefits etc., offered by employers
Able to design, conduct, and evaluate a training program (Training and Development).
Work Experience:
Supervisor, Collections Department at Citigroup Global Services Limited, Bangalore India - March 2006 to March 2007:
Have traced non-contactable delinquent Credit card customer accounts, set daily targets for field executives and have coordinated for day-to-day payment collections
Supervised the process management and workflow of the team, conducted meeting with clients on meeting Service Level Agreements
Have trained new tele-callers and field executives and organized with the top management for awards and recognitions for the team members
Handled customer escalations in time of need and ensured an end to end resolution.
Have stayed in touch with Citibank Relationship Manager for easy communication with corporate clients
Process Executive, Central Investigation Unit, Citibank NA, Chennai- India, July 2004 to February 2007:
Handled customer disputes related to credit card transaction, ATM withdrawals, deposits, debit cards and payments
Strict monitoring and daily tracking of the accounts receivables and suspense accounts, timely reporting and reducing the ageing and holding cost
Enhanced customer satisfaction levels, through accurate and timely resolution of disputes and avoiding re-disputes
Have trained the team on Diners, Visa and Master’s chargeback
Have always ensured uncompromising accuracy, speed and quality service to the customers and member banks relating to disputes
Ensured that the various controls with regard to “Citibank Risk assessment policy”
Have received appreciation mails from Country Head, Citibank for execution of effective chargeback process with very minimal amount of errors & loss and for excellent maintenance of the accounts
Skills:
Creative, innovative and effective problem solver with strong customer service orientation, communication, and interpersonal skills
Ability to work as part of the team and under pressure to meet deadlines in a fast paced work environment and thrives of the challenges of new opportunities
Strong rapport with peers, customers, and associates based on knowledge, professionalism, and integrity
Ability to motivate team members and have high aptitude for people management
Strong negotiator and committed team player with proven ability to meet and exceed set goals and deadlines
Quick learner and can easily adapt to new protocols and changing environments
Certifications and Achievements:
Student of Excellence Award, Business Administration for 2014-2015
Wake Tech’s Deans list since first semester
Business Core Certificate and Human Resource Management Certificate from Wake Tech Community College
Certification as a Bank Teller at Wake Tech Community College in April 2010
“Employee of the month” at Citibank, India.
Personal Information
E-mail: ******@*****.***
437 Manchester Park Lane, Morrisville
NC 27560
Ph: 919-***-**** (or) 630-***-****
LinkedIn: https://www.linkedin.com/in/LakshmiNaganathan
** Detailed Resume available on request
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