Customer Service Management

SUGANYA K

**, ******* *****, ********** **** Street, Coimbatore - 641001 (India)

Contact: +91-988*******; Email: *.********@*****.***; DOB: 22nd Sep 1987 HEADLINE

Business Analysis/ Process Operations Professional SUMMARY

I am a sincere and detail-oriented professional 6+ years of experience in dealing with the business situations in strategic simulations and thereby achieving extensive knowledge of thought process of such situations; delivering results across diverse functions viz. Process Management, Process Operations, Trades in Exchange & OTC Market, Clearing Verification, Drafting Legal Confirmation, Records Generation (Tax Return), Reconciliations, Internal Control System and Cash Management. Possess the ability of Market Assessment, Analysis & Relationship Management and delivering towards highest standards of customer satisfaction. Equipped with an analytical bent of mind and excellent problem solving skills, I am adept in formulating business-centric and value-focused strategies and solutions to minimize potential enterprise risk impact and strengthen internal control environments. I have demonstrated expertise in handling processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction.

I have gained hands on experience in implementing strategies to enhance operational efficiency, assuring observance of process essentials and capturing/ isolating bottlenecks for smooth working of processes, ensuring accurate preparation and documentation of reconciliation. In the course of my association, I have exhibited an unwavering commitment to customer service, with the ability to ensure high quality and timely execution of customer requests, build productive relationships, resolve complex issues and win customer loyalty, handle customer escalations smoothly by providing best possible solutions to the customers. I have sought practical hands on assignments for setting up targets, TAT & SLA. With keen techno-commercial acumen, my objective is to establish a successful career and add value to the organization through my knowledge and learning ability. SKILLS

Business Operations Management Process Management AML Training & Development Process Performance Measurement Trades in Exchange & OTC Market Cash Reconciliation

Clearing Verification Drafting Legal Confirmation Records Generation (Tax Return) MIS Audit Customer Relationship Management Strategic Planning SLA Management Quality Management Data Analysis Presentation Skills Analytical Skills Team Management EXPERIENCE

Company Name – DBOI GROUP, Bangalore; Since Sep 2010 Title – Analyst

Description –

Manage the overall functioning of the process, identify improvement areas and implement adequate measures to maximize customer satisfaction level. Ensure continuous interaction with the client to make sure the area of concern can be worked upon for improved service levels.

Responsible for handling process related to trades in Exchange also processing and verifying the cash reconciliation and clearing.

Preparing daily reports and cash funding also handling process related to OTC market.

Efficiently processing and verifying the trade is ready to execute. Chasing the Clients to amend the discrepancies with our Trade acting as a Back office.

Ensuring all the trades have been done on the behalf of Bank.

Accountable for enrolling the legal confirmation for the rates products as per bookings and confirming the legal confirmation drafted is free from any error or mistake and the same has been exchanges & signed and returned from client.

Deftly maintained 100% accuracy in chasing and drafting the client confirmation.

Comparisons on various metrics for converting customer business requirements into functional and system requirements.

Responsible for analyzing the business needs to help identify process and business problems. Understand business problems & opportunities in the context of the requirements & recommend solutions that enable the organization to achieve its goals. Company Name – INFOSYS, Bangalore; Jan 2009 – Sep 2010 Title – Analyst

Highlights

Appreciated by the clients for completing the request within TAT by resolving issue.

Maintained good accuracy for the last one year quality report EDUCATION/ CERTIFICATION

B.Sc (CS) Sri Jayendra Saraswathy College of Arts & Science XII CSI Metric Higher Secondary School Coimbatore

X CSI Metric Higher Secondary School Coimbatore

Technical Skills

C, JAVA, C++, Ms Office, Microsoft Windows and Internet Application

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