Customer Service Compliance Team

RESUME

Sushmita Dutta

Contact No: 915-***-****

Email: ****************@*****.***

CAREER OBJECTIVE:

I would like to work in an organization that nourishes Professional growth, Rewards innovations, creativity, values Integrity and hard work. I view myself as an asset to an organization and could make positive contribution with my hard work.

PROFESSIONAL SUMMARY:

Over 9 years of experience of handling customer queries and complaints.

Strong domain working knowledge in financial and banking services.

Strong analytical skills with the ability to quickly understand and resolve customer issues.

Proven team player with strong ability to multitask and lead a team of 5 people.

Have handled UK based, US based, Australian and Indian clients.

Have worked in 24X7 environment.

Ability to communicate fluently and effectively.

WORK EXPERIENCE:

Transunion CIBIL Limited

Designation : Manager (September 2024 – till date)

Handling RBI escalations in regards with the consumers CIBIL report.

Co-ordinating with the internal departments to provide a resolution with TAT.

Aligning with external stakeholders (banks, nbfc, hfc) to get a resolution within stipulated guidelines.

GRIHUM Housing Finance Limited (Formerly, Poonawalla Housing Finance Limited)

Designation: Manager (April 2023 -September 2024)

Handing NHB complaints, MD escalations, nodal escalations and senior manager escalations.

Handling customers queries and complaints in regards with their housing loans.

Investigating and aligning with various internal departments to provide a resolution to the complaints received within the designated turnaround time (TAT).

Investigating if there are any discrepancies in the data done through the home loan process and come to an amicable solution with the customers. Basis which we provide feedback to the internal teams.

Working on CIBIL related concerns raised by customers via various portals.

Sharing fortnightly overall complaints data trend with the managing director.

Providing fortnightly NHB complaints reconciliation data with the compliance team.

Assisting the compliance team with monthly NHB presentations for complaints and RCA.

Providing the quarterly data for NHB complaints with the compliance team.

Providing RCA of the complaints trend with the compliance team on monthly basis.

Handling social media escalations and providing a resolution in the defined turnaround time (TAT).

SBI Cards & Payments Services Limited

Designation: Assistant Manager (December 2020-April 2023)

Handling walk-in customers and queries in regards with the credit card statements.

Provide a proper resolution and advising customers in regards with the charges incurred on the monthly statements.

Investigating and providing feedback to the customer care helpline associates if there is a discrepancy in the information shared on the call.

Advising customers in regards with the transaction fraud related queries.

Following up with internal departments in regards with critical cases.

Taking care of CIBIL related queries raised by customers, where CIBIL records are not updated correctly.

Service camps organized at Kolhapur to reach out to the rural customers where there are no walk-in desks for customers to reach out with their queries.

Proving Resolution to customers and RBI within TAT.

Worked on RBI escalations, where customers reach out to RBI if they do not receive a satisfactory response from the bank. Investigating the accounts and the transactions on the account. Keeping a track of all the channels that the customer has approached before writing to the RBI. Post investigation inform the customer and the RBI with the findings and resolution in regards with the escalation raised.

Keeping a count of the RBI cases and the walk-in cases handled per day along with the pending cases.

Monthly PKTS and tests completed within time.

CRIF Highmark Credit Information Services

Designation: Senior Customer Service Associate (December 2016-April 2020)

Worked for the customer grievance team (level 2).

Analyzing credit reports for consumers, MFI and commercial customers.

Providing end to end resolution to customers and the NBFC’s, banks and MFI’s within TAT.

Analysis of match issues in credit reports where we have false positives reflecting in the reports as well as house case issues. Making sure that the false matches are not reflecting in the credit reports and provide a resolution to clients.

Checking the data related issues in the reports and to make sure that the credit report is updated appropriately. Connecting with the NBFC’s, MFI’s and banks for OLM and data related issues and to make sure that the OLM (Online Data Management) is provided to the bureau and making sure that the OLM is processed by the internal team.

Checking the details of the disputed accounts in the database, to provide end to end resolution to the clients.

Explaining the clients the difference of the products provided to them.

Keeping counts of the tickets closed and pending at the end of the day.

Providing requested reports and keeping a track of the pending internal issues.

Taking follow ups with the internal teams in order to provide a quick resolution to the L1 support team and update them accordingly.

Explaining the end customers the procedure to generate the credit reports from the portal.

Have also worked with the Data Load team for consumer TUDF data format. Keeping a check as to confirm if all the files have been processed successfully. Monitoring and analyzing the data shared by the client. Educating the clients with the errors in the data shared.

Firing basic SQL queries to keep a check on the status of the files and the details of the accounts in the database.

Documenting the issue and concerns raised by the client for future reference.

Worked with the radar ticketing tool. Have used various functions such as creating new tickets, assigning tickets and closure of tickets on completion of the cases.

Also generated portfolio reviews (PR) for clients and customers. Creation of files for processing PR for analyzing the credit history of the customers. Analyzing the customer’s portfolio and analyzing the customer’s score.

Conducting various training sessions for the new members of the team and the L1 team. Assisting the new team members with their queries and keeping the team posted on various internal updates.

Tata Consultancy Services

Designation: Senior Customer Service Associate (May 2013- December 2016)

Have worked with 2 teams of Telstra.

a.Customer support for voice mail service and billing

Dealt with billing queries.

Taking care of the back office queue for billing and telemarketing as well as took customer calls or voice mail services

Keeping a count of the assigned cases or back office and cases finished by the end of the day

Understanding customer needs as dealing with end users of the services

Assisted new team members with the process of getting the work done in easier ways.

Quality targets always achieved for both back office as well as calls taken

C-sat (customer satisfaction) targets achieved for every month.

b.Copper line technician Support

Dealt with technicians for assigning copper cable connections.

Programming the existing as well as new services to provide end user the required services to be working.

Provided support for broadband troubleshooting.

Assisted new team members as when required.

Been a top performer for the quarter May 2016- July 2016.

Assisted with the back-office plant assignment team.

Quality targets achieved every month.

Back up quality analyst for the team.

Wipro

Designation: Customer Service Associate (May 2011-January 2012)

Worked at the reservation desk for Singapore airlines for the U.S. market.

Assisted customers with their queries in regards with their airline reservations and ticketing.

Got various customer appreciations

TECHNICAL SKILLS:

Basic SQL, Tableau, Power BI

TOOLS:

MS- Word, MS-Excel, MS- PowerPoint, PL SQL, MYSQL.

PROJECTS:

Power BI HR attrition Dashboard

•Developed a comprehensive HR attrition dashboard using Power BI, providing stakeholders with a detailed view of employee turnover data.

•Utilized Power BI's features to visualize attrition metrics such as turnover rates, reasons for attrition, and demographic breakdowns.

•Implemented interactive elements within the dashboard, including filters and drill-down capabilities, to enable users to explore attrition trends and identify key insights.

Tableau House Price Dashboard

•Created an interactive Tableau dashboard featuring histograms, line charts, and heatmaps to visualize average house prices across regions.

•Employed histograms to display the distribution of house prices within each region, providing insights into pricing variations.

•Utilized line charts to illustrate trends in house prices over time, enabling users to identify temporal patterns and fluctuations.

•Integrated heatmaps to visualize spatial patterns and correlations between, house prices and geographic factors, facilitating deeper analysis of regional, disparities and market dynamics.

•Project link: https://public.tableau.com/views/TableauHousePriceProject-SushmitaDutta/HousepriceStory?:language=en-US&publish=yes&:display_count=n&:origin=viz_share_link

EDUCATIONAL QUALIFICATION:

Examination

Specialization

School/ College

Board/ University

Year Of Passing

Percentage

B.Sc.

Computer Science

DY Patil College of Arts, Commerce and Science

Pune University

2011

63%

HSC

HSC

Camp Education Society's Junior college

HSC

2008

64.33%

SSC

SSC

St. Ursula High School

SSC

2006

75.33%

HOBBIES & INTEREST:

Reading fiction novels.

Making various types of abstract paintings

PERSONAL PROFILE:

Name : Sushmita Dutta

Date of Birth : 2nd October 1990

Permanent Address : Sector – 21, Scheme 6,

Bldg. No. 20, Flat No. 17, Yamuna Nagar,

Nigdi, Pune – 411 044

Contact No. : 997*******

Marital Status : Unmarried

Linguistic Ability : English, Hindi, Marathi, Bengali

I hereby declare above information is correct true to the best of my knowledge.

Date:

Place: Sushmita Dutta

Contact this candidate