Shan Iyer

**** ******** ***, **********, ** ***** ad0yln@r.postjobfree.com 305-***-****

Performance driven individual with experience in managing risk and handling customer queries while focusing on improving current processes. Visa status: US Citizen

Strengths

Excellent communication skills Problem solving

Team building Risk management

Process optimization Goal-oriented

Exceptional customer service Proficient in MS Office

Experience

Transaction Banking Services, Goldman Sachs Bank USA April 2022 - Present

Primary point of contact for clients within Transaction Banking Operations in order to establish relationships, troubleshoot and remediate issues, serve as a primary point of contact for escalations, and recommend/implement service enhancements where appropriate.

Collaborate with other teams to foster a culture of providing best in class service to clients by identifying innovative ways to create efficiencies within the process

Partnered with internal teams to collaborate, problem-solve and initiate change to further drive superior service improvements and product offering.

Developed a risk aptitude to protect firm and client and firm assets.

Built and continually revamped the client relationship through performing quarterly service reviews.

Handled complex relationships and high profile portfolios, while providing service at the same level for all clients

Contributed independently and in a team environment to maximize productivity in a most efficient manner

Investigated root causes of process inefficiencies and offered proposals on opportunities for process improvement

Built in-depth understanding of the client's organization, business priorities, culture and operating model and determine how best to leverage our products and capabilities to continuously add value for the client

Establish strong relationships with internal partners in Treasury sales and across various functions

Marcus, Goldman Sachs Bank USA June 2019 – April 2022

Team leader – Richardson, TX

Utilizing my role as a SME in assisting Savings Specialists with product and process based queries.

Work with Leadership to improve and keep Specialists up to date on product changes and process management.

Reporting call and volume metrics to assist in forecasting for business needs

Monitor and report scheduled adherence, information quality, process efficiency and product knowledge.

Assist executive leadership in boosting team moral by holding scheduled team meetings and One-On-Ones.

As a Team Leader:

Harness experience, as an SME to train new agents understand the processes, products and culture of the firm.

Run daily audits to recognize cases that require immediate attention and resolve them in a timely manner.

Create reports to understand the Service level average and calibrate with upper leadership to minimize the number of cases coming into customer care.

Fine-tune the training process to provide new hires with the most amount of relevant information to help them succeed in training and while on the floor fulltime.

Second level escalation point of contact to alleviate issues that were unresolved by agents and document customer complaints and feedback. Making outbound calls to resolve said issues in a timely and professional manner.

W3Global Inc. May 2016 - June 2019

Talent Acquisition / Product Manager – Coppell, TX

Creating and nurturing client relationships to effectively provide staffing needs to various industries like Pharmaceuticals, Constructions, Clearance level government projects, IT, Manufacturing to name a few.

Provide input to ensure that teams consist of diverse, qualified individuals.

Collaborate with internal teams to understand market needs and devising marketing strategies for ‘Talent Pathway’, a company developed ATS software.

Form close relationships with hiring managers to ensure clear expectations for candidates and interviewers.

Trained new employees in the company’s core values and procedures as well as conducted regular sessions on communication etiquette, process and product training.

FIFTY ULTRALOUNGE @ The W Hotel June 2013 – June 2016

Club Operations Manager - Miami, FL

Teamed up with the General Manager in a project that increased revenue by 32% and brought labor cost down by 23% within a period of 4 months.

Partnered with technology to uplift current controls in order to eliminate credit card fraud. This reduced charge backs across VISA, American Express and MasterCard by 60%.

NIKKI BEACH CLUB April 2011 – June 2013 Beach Club Manager - Miami Beach, FL

Key contributor in expanding the brand to 7 international locations – this included orientation training, adherence to legal and compliance requirements and retaining the core values of the brand.

Understood the requirements of the industry to ensure the best quality of product was offered combined with the cost effectiveness needed to generate substantial revenue. This increased yearly revenue from USD 22 million to USD 28 million in a span of 3 years.

Norwich Union Direct – Insurance February 2004 – July 2007

Senior Customer Experience Specialist – Bangalore, India

Optimized customer quality by enhancing existing client relationship through training and call recording analysis. Trained to be an underwriting specialist.

Subject matter expert in fraud prevention and monitoring, upselling and managing escalations.

Assisted in new program migration and implementation from the UK head office to India.

Education

Clemens College – Suffield, CT

Degree in Hospitality and Culinary Management August 2008 – March 2011

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