Aditi Mukherjee
Service Support Associate
Bengaluru,KA
Summary
Dynamic Certified Trainer and Service Support Associate at Gallagher Service Center LLP, recognized for delivering exceptional customer experiences and fostering leadership excellence. Spearheaded training initiatives that significantly enhanced team development and communication skills, resulting in improved service delivery and client management outcomes. Proven expertise in mentoring and inspiring teams, leveraging critical thinking to drive impactful results in a fast-paced environment. Aiming to further elevate service quality and operational efficiency through innovative training strategies.
Overview
8
8
years of professional experience
3
3
Certifications
Work History
Service Support Associate
Gallagher Service Center LLP
Bangalore
11.2023 - Current
- Advanced individual contributor to service support associate, expanding responsibilities to client associate and manager.
- Managed eight client managers in Charlotte and thirty-four clients overall.
- Coordinated service support between processors and branches as the main liaison.
- Initiated, approved, peer-reviewed, delegated, and executed policies to ensure seamless service delivery.
- Linked processors in India directly with the U.S. branch.
- Transitioned processes at the North Carolina branch through an on-site visit.
- Presented service support manager process to executive leaders.
- Outlined role procedures to UK clients and company executives.
- Enhanced communication and presentation skills of six team managers, empowering them to gain visibility for promotions. Provided expert guidance in crafting and delivering persuasive promotion speeches for year-end reviews, ensuring they effectively highlighted their achievements. Additionally, I leveraged presentation mastery to train them to speak with impact and authority in front of top executives. Applied transformational coaching techniques to accelerate their readiness for leadership roles, enabling them to confidently step into higher-level responsibilities.
- Led and showcased ACCELERATE, driving skill development, and effective communication.
KYC Officer
ANZ Support Services India Pvt Ltd
Bangalore
07.2023 - 09.2023
- Gained expertise in customer due diligence processes as a KYC officer.
- Headlined the company's recognition event as chief presenter.
Fraud & Claims Specialist
JP Morgan Chase & Co.
Bangalore
11.2020 - 07.2023
- Gained proficiency as Collections Specialist in offering solutions for customers in economic distress.
- Advanced to Claims Specialist, facilitating customer dispute resolutions.
- Upskilled to Fraud Specialist with expertise in Deposit Review, New Account Screening, and in Clearing.
- Achieved noteworthy customer appreciation calls and was recognized for excellent customer service.
- Incorporated JP Morgan five keys, earning a call nomination for enterprise listening.
FINANCIAL ADVISOR
CONCENTRIX DAKSH SERVICES
Bangalore
07.2018 - 04.2020
- Trained as a pre-collection customer support advisor.
- Provided tailored budgetary advice to British customers to support effective debt management.
- Acknowledged for outstanding service through executive-signed award and heartfelt letter from a previous client.
Education
Bachelor of Business Administration -BBA - Specialized in Human Resources
01.2018
Skills
- Communication Mastery
- Elite Presentation Proficiency
- Coaching expertise
- Emotional Awareness
- Proven Ability to Inspire
Certification
- Certified Corporate Trainer, Indian Leadership Academy
- Certified Soft Skills Trainer, Indian Leadership Academy
- Certified Train the Trainer, Indian Leadership Academy
Projects
Gallagher-Onshore Project Branch Visit, 08/01/24, 09/30/24, visited Gallagher Branch in North Carolina to execute Service Support Associate process transition
Timeline
Service Support Associate - Gallagher Service Center LLP
11.2023 - Current
KYC Officer - ANZ Support Services India Pvt Ltd
07.2023 - 09.2023
Fraud & Claims Specialist - JP Morgan Chase & Co.
11.2020 - 07.2023
FINANCIAL ADVISOR - CONCENTRIX DAKSH SERVICES
07.2018 - 04.2020
Presidency College - Bachelor of Business Administration -BBA, Specialized in Human Resources
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