Customer Service Implementation Manager

Aishwarya Rao Puruganti

Contact - +1-928-***-**** Email - ******************@*****.*** Location - Sacramento, California LinkedIn - https://www.linkedin.com/in/aishwarya-rao-8bb51019b/ Objective: - To Contribute to the success and growth of a team by capitalizing my Implementation and Project Management experience in the Banking and Financial Services Industry. Thereby, Applying my expertise to various areas of business to efficiently accomplish set goals and targets. Work Experience and Accomplishments: -

HSBC Bank - Client Implementation Manager (2018 - 2021)

● Implementation of Payments and Cash Management Products and Services specific to the UK Market (HSBCnet, BACS, MT, GIR, etc) for large complex clients.

● Implemented a large portfolio of Projects for Ring Fenced Banking (Large Corporates, Mid-Markets, Financial Institutions, Non - Banking Financial Institutions) and Non- Ring Fenced Banking (Global Banking Market) Clients of both UK and Cross-Regional.

● The Project Implementation comprised, - Effective management of the Project Life Cycle. - Client Services - Planning and Scoping - Documentation - Regulatory and Compliance Procedures - Setup and Maintenance of Product and Services - Pricing - User Training - Quality Assurance/Testing - Liaising with a variety of Internal and External Stakeholders and Client Relationship Management. Managed Projects in Agile Environment.

● Very passionate and remarkably skilled in implementing Operational Excellence Projects for a team. This contribution was highly appreciated and rewarded. (OpEx 2019)

● Highly skilled in handling a variety of complex projects like Multi-Product, Multi-Regional, Bulk requirements, Migration, Corporate Splits etc. Also experienced in handling multiple projects at any given time.

● Hands-on Experience in Team Management, Training and Coaching, Audit, Quality Analysis, Performance Management and Integration and File Testing.

● Collaborated in streamlining the Implementation and Operational Procedures to attain Process Excellence, Leading to efficient Client Service followed by a Positive Impact Rating in the Customer Surveys.

● The Product Knowledge, Process Excellence, and the experience of Project Implementation, Client Services and Operational Excellence I acquired in my term as a Client Implementation Manager at HSBC makes me an Accomplished Implementation and Project Manager.

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SARSO Biznet - A Network Marketing Company (2017 - 2018)

● Remarkable experience in Direct Selling, Team Building and Networking. Built a Network Marketing Team responsible for sales.

● Presented products directly to Clients using Dynamic Presentations and Practical Use-Case Scenarios.

● Assisted in Analyzing the Team Performance and Sales Progress to Develop Realistic Sales Goals and to inculcate Better ways to meet the Targets.

● Held weekly Group Meetings with Team and Leads to Discuss and Identify Techniques to overcome Obstacles and Coached Sales Associates in Product Specifications, Sales Incentives and Selling Techniques. Mphasis (A HP Company) - CSE for CITIBank, Australia - (2015 - 2016)

● Remarkable Experience in Customer Services, as a CSE Assisted the Diners Club card holders ( A Service Offered by CitiBank in Australia) on several Banking needs via Phone, Email and Chat.

● Acquired a Notable Amount of Knowledge on Cards (Credit Cards, Debit Cards and Charge Cards), Accounts, Transactions, Payments, Debit and Credits, Merchants, Fraud, Disputes, Account maintenance, Profile Maintenance, Card Maintenance, Billing, statements, Rewards and other value added services.

● Was responsible for resolution of conflicts and issues in Account Maintenance, Database Maintenance and Risk Management.

● Offered Incredible Customer Service Experience to the Customers even in a High Pressure Environment. Received Rewards and Recognition for the same.

Education: -

Degree - Bachelor of Science in Electronics and Communication Engineering. (VTU) Skills: -

Implementation Management

Project Management

Product and Service Management

Operational Excellence

Operations Management

Training, Coaching and QA

Team Management

Client Database Management

Client Service Management

Executive Management Support

Client Relationship Management

Process Improvement Initiatives

Individual Contributor

Data Intelligence

Sprint Planning

Project Team Coordination

Work Breakdown Structure (WBS)

Agile Management

Operational Efficiency

System Efficiency

Quality Efficiency

Exercise Testing

Agile Work Processes

Regulatory and Compliance

Timelines and Milestones

Proficiency in Microsoft Office,

Google Analytics, SEO, ECLIPSE,

.net, IBM Cloud,

Analytical Skills

Attention to Detail

Critical Thinking

Adaptability

Leadership Skills

Team Player

Highly Productive

Driven with Strong Work Ethic

Organization and Prioritization

Soft Skills

Communication Skills

Presentation Skills

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