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Customer Service Manager

Chennai, Tamil Nadu, India
April 28, 2020

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Gayathri Balasubramaniam

Mobile: 994********

Mail Id:

Address: Plot No.43, G-3, Bhargavi Apartments, 23rd Street, T G Nagar, Chennai-600061

To leverage the skills obtained in Mutual Fund Operations, Telecom and Customer Services in BPO/ITES/KPO Industry. Proven performance in linking corporate vision with the delivery of desired results through empowerment, development and utilization of people, process and technology.

A strong motivator and team player with effective leadership, communication, decision making, problem solving, innovative, self-motivated and interpersonal skills, together with a corporate focus and a results-driven attitude.

I am seeking a position where previously acquired skills and related experience can be applied.

Profile at a Glance:

Over 16 years of experience in Mutual Funds Operations and Customer Service

Thorough and detail process knowledge oriented with effective problem solving and analytical capabilities.

Highly focused, professional committed to organizational success with proven track record of producing winning results.

Thrive in completing projects within tight timelines in unpredictable environments.

Understanding of industry guidelines.

Ability to meet strict deadlines.

Strong work ethic.

A self-motivated and diligent leader of possessing highly evolved and demonstrable communication, interpersonal and leadership skills, strong analytical mind-set to learn quickly and take up new challenges combining excellent problem solving skills.

Ability to adapt well and perform in new competitive environment with flexibility in working and excelling under high pressure and diverse situation

Professional Experience:

HDFC Bank Limited Designation : Manager from Nov 2018 till March 2019.

Teller Authorizer

Online authorization of all cash/non-cash financial transactions

To ensure that cash holding is kept within prescribed limits and take corrective actions

Managing Teller counter

To identify areas of revenue leakage/reduction of cost

Checking FX applications for inward/outward remittances and updating the system with valid purposes/rates within cut-off timings.

Monitoring staff productivity and ensure that all staff are trained on the process to be followed.

Reporting of fortnightly and monthly reports

Monitoring cash shortages/excess of and at branch and proper filling along with relevant approvals

Monitor all complaints received and ensure that staff are closing it within the TAT.

To be vigilant so that there will not be any fraud and to ensure error free branch operations.

Ensure that new account opened transactions monitored as per process.

CAMS (Computer Age Management Services Private Limited) Designation: Assistant Manager from June 2009 to April 2018

Mutual Fund Customer Support and Demat Process for SBI (State Bank of India)

Have nine years of experience in mutual fund sector, which include seven years in customer service and two year in purchase and exchange process.

Customer Service

Providing complete counselling about the process to the team and imparting new process change across the team members.

Managed the team of 30 employees and ensured investor’s request are addressed within the prescribed TAT.

Handled investor complaints successfully received through SEBI, AMFI and Facebook and ensured prompt response during the stipulated period

Enhanced Call Centre operations through better management of resources, training of staffs, aimed at improved customer retention and satisfaction.

Have adequate exposure in handling IT, CBI and Legal cases

Ensure that vendor bills are paid on time

Engaged in KYC validation process.

Engaged in preparing all weekly, monthly, quarterly and annual reports required by the Management and AMC.

Adhering to Service level agreement made between Asset management Company, RTA, and ensuring that the same is implemented in the work on a regular basis.

Reviewing SLA from time to time and making the required changes in consultation with Senior Management.

Mutual Funds Operations & Exchange Process

Handled varied Financial Transactions processes like Purchase Switch and redemption transactions, validating the Purchase, Switch and Redemption High Value Transactions.

Facilitate smooth processing of purchase transactions and ensured controls are initiated within stipulated time for NAV declaration.

Had been instrumental in formation of team for exchange process including identification of members, providing adequate training and ensured strict performance to achieve the desired result.

Monitoring and execution of transactions received through exchange platform.

Ensured Corporate Actions files are initiated within stipulated time for purchase and redemption

Ensured timely refunds of negative transactions.

Conducting reconciliation of demat units of close ended and open ended schemes at regular intervals and ensured that the units available in client’s beneficiary account match with the RTA records.

Had handled individually the dividend processing of ETF and closed ended schemes.

Ensured smooth processing of NFO transactions received through exchange from credit matching, allotment and initiating corporate actions.

Have been part of SEBI, NSDL and CDSL audit.

Initiating process implementation, enhancement & new CR Testing.

Have adopted various pre verification process to ensure NIL observations in internal and external audit.

Bharathi Telemedia Services Ltd as Call Center Executive from November 2006 to May 2009

Roles and Responsibilities:

Providing complete counselling about the product

Handling the customer’s queries regarding billing.

Ensure prior communication is sent to customer’s regarding their bill amount.

Have handled corporate billing complaints regarding PRI, BRI Lines.

Auditing the calls of team members and providing feedback to them.

Have carried out RCA for the investor complaints.

Preparing the monthly call center performance report.

TATA Teleservices Ltd as Customer Support Executive from Oct 2005 to Sep 2006

Roles and Responsibilities:

Providing complete counselling about the product.

Verification of new application and related documents.

Coordinating with backend team for activation of new lines.

Follow up with customers for collection.

Preparing monthly reports.

Handled a team of 13 collection officers.

Preparation of employee incentive based on their performance.

Preparation of monthly MIS and operating reports.

Handling the investor’s queries regarding billing.

Venture Infotek Global (P) Ltd as Back Office Executive from March 2002 to July 2005

Roles and Responsibilities:

Maintaining customer data.

Maintaining daily sales report.

Preparing of employee incentives based on the sales report.

Ensured that vendor bills are paid within stipulated time.

Key Strengths:

Planned approach to work backed with clear focus on objectives.

Dedicated in giving time bound results and also willing to take the extra effort to get the output first time right.

Willingness to learn and adopt for the existing environmental scenario as it may warrant.

Active team player and believes in participative decision making.

Ability to empathize with people and provide solutions that are really understood by them cool and calm crisis manager: concentrating on solving problems first

Career Achievements:

Had been recipient of few spot incentives and cash awards for sharing the knowledge in enhancing few internal control measures in minimizing errors in customer service process

Received a lump sum award from the company for making outstanding contribution for tenure of over 7 years.

Ethics Developed At Work:

Recognize the value of work and responsibilities

Disciplined and Hard Working.

Technical Proficiency:

Exposed to Investrak – Mutual Funds Processing system, built on .Net and Oracle database.

MS- Excel, MS-Word, Power point, OS & Internet. Working knowledge in IT.Net, and designing SQL commands

Academic Chronicle



Year acquired

MBA in Human Resource Management

Pondicherry University


M.Com Insurance Management

Directorate Of Distance Education Alagappa University


B.A. Corporate Secretrietship

Anna Adarsh College of Women, Chennai University


Personal Details

Date of birth: 14-07-1978

Address: : Plot No.43, G-3, Bhargavi Apartments, 23rd Street, T G Nagar, Chennai-600061

Father’s Name: Mr. T.R.Balasubramaniam

Languages known: Tamil and English


I assure you that all the information I have furnished above are true to the best of my knowledge.

Gayathri Balasubramaniam

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