Customer Service Professional Experience

SATHURYA S.P.

Phone: 897******* E-mail: **********@*****.***

CAREER PROFILE

2.5 years of progressive experience within the Banking Industry. Specific expertise in Finacle Operations, Back Office Administration, Consolidation/Integration of Business Processes. Design/Implementation of Security, Audit and Control procedures to improve transactional efficiency.

OBJECTIVES:

Contribute at a progressive Organization towards Customer service.

Build Skills for higher level of Capability.

PROFESSIONAL EXPERIENCE

ORGANIZATION: IDBI Intech (IDBI Bank Ltd.,)

Back office Executive – Sep- 2009 to April 2012

Key areas of Responsibility:

Responsible for onboarding new customers, understand their business requirements and present our service plans. Manage day-to-day interactions with customers.

Focus on Customer Service and Key Performance Indicator (KPI) results as per client contracts.

Ensure achievement of given quality and performance parameters including turn-around time.

Analyse transactions data on daily basis and re-organize it for analysis as per the SOP (standard operating procedure).

Present and discuss analysis results with Management.

Analyse the results and record the fluctuations in the computed values as compared to the standard values.

Thorough knowledge of the MS office tools (expertise in working with MS excel).

Support the Branch head in Decision making through Finacle operations.

TECHNICAL SKILLS:

Software Tools: R, SPSS, Big data Hadoop, MS Office.

Expertise in gathering, analyzing the business requirements and developing Business Requirement Models using Predictive Analytics and Time series Analysis.

Familiar in Regression testing, co-coordinating with business and IT across all phases of software development life cycle.

Creating graphical representations of complex business processes.

Quiet good in various statistics model building techniques such as Logistics regression, Hypothesis Testing, Correlation, ANOVA, Neural Network, Decision trees, SVM, Time series forecasting, Customer segmentation, Machine Learning, Data Mining, Text Mining, Big Data Analytics.

ACADEMIA:

MASTER OF BUSINESS ADMINISTRATION in General Studies from BHARATHIAR UNIVERSITY in year 2012 with 57%.

B.Sc. in INFORMATION TECHNOLOGY from MADURAI SIVAKASI NADAR’S PIONEER MEENAKSHI WOMEN’S College in year 2008 with 69%.

Higher secondary passed from S.S.V.SALA MATRIC HR.SEC School in year 2005 with 74 %.

High school passed from S.S.V.SALA MATRIC HR.SEC School in year 2003 with 77%.

PROFESSIONAL DEVELOPMENT

Post Graduate Certification in Business Analytics using R - NIIT Institute.

Data Analytics for Research in Management and Social Sciences using SPSS - Anna University.

BIG DATA TOOLS using HADOOP-MIT Campus.

PROJECT DETAILS:

Project Title Business Analytics : Money Ball

Team Size : TWO

Description : We create a champion team T20 IPL team as

Economic as Possible.

Technology used : Analytical Tools such as Logistic Modelling,

Segmentation, Random Forest, Factor Analysis,

Twitter Mining.

Project Title (B.Sc) : BUSINESS FOR BUSINESS

Team Size : TWO

Description : We create a web site for advertising the

Companies.

Technology used : ASP.Net

DBMS : MS ACCESS.

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