Customer Service Training

PARINITA MALHOTRA

*****, ** ******, *** ******, V2W 6H7 +1-778-***-**** ********.*******@*****.***

PROFILE SUMMARY AND SKILLS

A self-motivated and proactive team player with 2+ customer service experience, client service escalations, working closely with management for the upcoming projects

Previous experience in a customer service role with companies like- Fidelity International and American Express

Effectively resolve customer enquiries in a considerate, accurate, and timely manner

Always recognized as a team player, responsive to customer needs, strong interpersonal skills, including the ability to build rapport and connections with customers / clients / brokers

Outstanding people skills and the ability to quickly build a genuine rapport with team members, management and also, inter-department

Attention to detail and effective organisational skills

Good punctuality and time management skills

Strong verbal communication and telephone phone expertise.

Strong written and verbal skills with proven ability to engage stakeholders and clients

An aptitude for listening, solving problems, and responding flexibly and creatively to new challenges

Proficiency in software tools including MS Office, and internet applications

Excellent command over English, Hindi and Punjabi

WORK EXPERIENCE

American Express

Gurgaon, India

Senior Lead Analyst – Compliance Ops Excellence November 2017 – November 2019

Responsible for going through pre-recorded data to check for any compliance breaches, providing oversight, direction and follow-up on all compliance routines and stand operating procedures

Strong knowledge of operational risk, legal & regulatory requirements & operating procedures & practices

Provided training to the new employees in the team and was also appreciated by leaders for devising new effective way of training

Independently managed the pilot and the formal setup of Australia SBS (small business sales) self-testing in-house for Global Commercial Services department

Trained and transitioned the process to assist the management in developing the Australian division

Recognized with top ratings for both Goals and Leadership side in the very first appraisal post joining the team

Fidelity International

Gurgaon, India

Senior Associate – Customer Relations February 2016 – November 2017

Interacting with client’s and brokers with reference to their instructions regarding investments held with Fidelity such as like switch, sell, buy, etc. and at the same time maintain high service quality standards

Identifies customer’s issue and nature of enquiry by gathering and reviewing information from various resources. Provides customers with an explanation of situation in an attempt to resolve customer enquiries or concerns

Identifying customer’s issue and nature of enquiry by gathering and reviewing information from various resources

Organizing internal process reviews for ensuring strict adherence to the process parameters

Developing client account reports like valuation, dealings on the account, income statements, etc.

Responding to inquiries via email, phone from departments and external stakeholders

Suggesting alternatives to enhance service standards and reviewing systems to improve quality of work

Making quality improvement plans with the reporting manager every quarter and preparing reports on various topics

EDUCATION

Certification of Regulatory Compliance – University of Pennsylvania 2019

ITIL Certification – QAI 2013

PGDM in Finance – IMT Ghaziabad 2010

Bachelors in Business Administration – Jagannath Institute of Management Sciences 2008

VOLUNTARY SERVICE

Participated as a volunteer for a project with Roti Bank. The program name was Miljhul Meal Program

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