Key Skills Profile Summary

Dynamic career of nearly 5 years that reflects rich experience & year-on-year success in Customer Servicing in Business ProcessOutsourcing and BFSI sectors.

Enterprising leader with a strong record of contributions thatconceptualized & implemented strategies, delivered the suite of suitableproducts & services to global customers and enhanced internal controls:o Developing procedures, service standards and operational policies

with a proven track record of planning & implementing effectivecontrol 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 improvingrelationships 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 teammembers 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

conditionsHighlights: 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

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 managemento Best Quality Performer Award for Nov'11 for qualityo Acknowledged for outstanding customer management and received appreciation for the same in Jan’11

Date of Birth: 29/07/1981Address: Tower 4, 4th Floor, D Block, Vijay Shanthi Lotus Thaiyur B, Village Kelambakkam, Chennai-603 103Languages Known: English, Tamil, Hindi, Telugu.Physical Status: Differently Abled.Location Preference: Chennai / Bangalore