This summary provides an overview of the key skills and experience of the job candidate: The candidate has nearly 5 years of experience in customer servicing roles in business process outsourcing and banking sectors. They have a record of developing strategies and procedures to improve customer satisfaction, reduce costs, and achieve performance targets. The candidate also has experience leading and mentoring cross-functional teams. Their most recent role was as a Trade & Supply Chain Officer from 2013 to 2016 where they helped acquire new clients, increase revenue, and streamline processes. Prior to that they held roles as a Process Advisor and Practitioner focused on customer relationship management and processing customer accounts.

1. Key Skills Profile Summary
 Dynamic career of nearly 5 years that reflects rich experience & year-
on-year success in Customer Servicing in Business Process
Outsourcing and BFSI sectors.
 Enterprising leader with a strong record of contributions that
conceptualized & implemented strategies, delivered the suite of suitable
products & services to global customers and enhanced internal controls:
o Developing procedures, service standards and operational policies
with a proven track record of planning & implementing effective
control measures to reduce running costs of the division; meeting &
setting KPI targets and planning areas of improvement
o Providing effective resolution to customer queries and improving
relationships with them by anticipating their future requirements;
initiating & sustaining efforts to better Customer Satisfaction Score
 Directed cross-functional & cultural teams using interactive &
motivational leadership; acknowledged for coaching & mentoring team
members to achieve resource wise productivity & optimization
 Keen customer centric approach with skills in addressing client priorities
& resolving escalations within programs, thereby attaining high business
& compliance score
 A forward thinking person with strong communication, analytical &
organizational skills; well organized with a record that demonstrates self-
motivation & creativity to achieve corporate goals
Work Experience
Feb’13-Mar’16: Australia and New-Zealand Bank, Bangalore as Trade & Supply Chain Officer
Role:
 Streamlined trade & supply chain processes, defined continuous improvement processes, accelerated employees’
strengths & built powerful teams that could conquer any obstacles
 Developed & effectuated contingency & continuity plans to ensure smooth operations for attainment of budgeted
objectives in coordination with Leadership, Stakeholders & Lines of Businesses
 Achieved quality growth in revenue and profitability by acquiring new clients
 Led various critical high value transactions and process improvement activities
 Retained clients and enhanced return & utilization
 Developed & implemented new products for supply chain business.
 Built the business, led operations, worked in multi-cultural environment and delivered sustained growth in dynamic
conditions
Highlights:
 Successfully worked on Real Time Tools such as OTL (Online Trading Line) and MS Outlook & Excel
 Received Excellence Award for excellent quality & customer support in 2015.
 Maximized the overall team performance for revenue generation within a short span of time
 Adjudged by top management for acquiring new clients, increasing revenue and reducing the defects
 Implemented several measures to identify deformities or abnormalities like zero defect and revenue generation
K.SHIVA
Result-oriented professional with a proven career in conceiving & implementing
effective ideas / strategies related to Customer Servicing that adds value to the
organization through inspiring leadership, entrepreneurial approach and innovation
excellence
9962104276 shivak1981@yahoo.in
Customer Servicing
Banking Operations
Loan Processing
Commercial Trading
Supply Chain Operations
Vendor Management
Process Improvement
Reporting & Documentation
Team Building & Leadership

2. Sep'12-Nov'12: Barclays Shared Services, Chennai as Process Advisor
Role:
 Worked on Payment Protection Plan of investigating & processing the refund of premium to customers
 Managed process transactions as per approved process & procedures, international regulations and per-agreed service
levels with speed & accuracy
 Steered performance management, collated relevant documentation and conducted self-performance reviews
 Assured effective performance as per dynamic business circumstances & questioning procedures
Highlight:
 Exceeded SLA target and received appreciation as per SLA (minimum target: 10 cases) on a daily basis
Jan'10-May'12: IBM GPS, Chennai as Practitioner-CRM Operations
Role:
 Managed customer’s International accounts for Citibank Customers.
 Worked as second line of supervision in the team in absences of Team Leader.
Highlights:
 Bagged:
o Best Quality Performer Award in Jan'11 for quality
o Ovation Award for Q2 2011 for quality and team management
o Best Quality Performer Award for Nov'11 for quality
o Acknowledged for outstanding customer management and received appreciation for the same in Jan’11
Date of Birth: 29/07/1981
Address: Tower 4, 4th
Floor, D Block, Vijay Shanthi Lotus Thaiyur B, Village Kelambakkam, Chennai-603 103
Languages Known: English, Tamil, Hindi, Telugu.
Physical Status: Differently Abled.
Location Preference: Chennai / Bangalore