Anita Miriam Shirley
Chennai
Summary
Dynamic professional with extensive experience at Citibank, excelling in customer relationship management and email performance analysis. Proven track record in problem resolution and training, driving team success and enhancing customer satisfaction. Adept at regulatory compliance, I consistently deliver effective solutions while fostering a collaborative environment.
Overview
18
18
years of professional experience
Work History
Deputy Manager
Axis Bank
Tamil Nadu, Chennai
03.2023 - Current
- Analyzed email performance metrics to optimize future strategies
- Monitored emails queues and responded quickly to customer requests.
- Composed grammatically correct, clear and concise email responses to reflect company tone and style.
- Identified customer needs and provided appropriate solutions.
- Resolved customer complaints promptly.
- Escalated unresolved problems to higher levels of management when necessary.
- Assessed customer satisfaction levels after each interaction.
- Collaborated with other departments to resolve complex issues.
- Followed up with customers to ensure their satisfaction with the resolution process.
Email Support Executive
CITIBANK
Tamil Nadu, Chennai
09.2020 - 02.2023
- Documented customer interactions accurately in the company's support system.
- Ensured compliance with banking regulations while handling sensitive customer information.
- Monitored customer emails and responded on time to inquiries.
- Identified opportunities to improve customer service procedures using technology solutions.
- Provided training and guidance to new team members on how to handle email support requests effectively.
- Analysed customer feedback data to identify areas for improvement in services provided by the company.
- Collaborated cross-functionally to communicate issues and coordinate responses.
- Leveraged telephony, email and chat technologies to resolve end-user inquiries.
- Resolved customer complaints quickly and efficiently.
- Worked closely with other departments to ensure the smooth operation of the company's services.
- Documented all customer interactions in a CRM system for future reference.
Assistant Manager – Citibank (Outbound)
Citibank
Tamil Nadu, Chennai
11.2017 - 08.2020
- Joined the MIFT team in November 2017.
- Handling defect calls, STC, POTS, credit balance refund callbacks, and MIFT (Manually Initiated Fund Transfer).
- 100% due diligence on every case handled, and ensure zero fraud events through our control call-backs.
- Ensure total customer satisfaction on every call handled by me, to ensure no escalations.
- Ensure timely resolution and customer communication on escalated cases.
- Motivate and develop team members to meet and exceed self and unit targets in sales and service.
- 100% compliance with InfoSec requirements, and ensure the clean desk policy is always followed.
- Liaising with peers and seniors across functions to ensure the timely resolution of customer issues.
- Handling mystery complaints and identifying the loss to conduct scenario analysis on customer accounts to provide end-to-end resolution.
- Identifying the genuineness of the customers through various verifications.
- Handling escalation calls on various banking processes.
- Mitigating the Risk of the bank in terms of financial risk and reputation.
- Ownership:
- Circulating the monthly process MIS for STC (RCCPM) callbacks to analyse inventory flavour, and to bring about process change.
- Handled the STC process (RCCPM) in one hand in terms of productivity, number allocations, duplication removal, etc.
- Mentoring people in terms of Product and Process in my team (for newcomers).
Assistant Manager - Citibank (Inbound)
Citibank
11.2012 - 11.2017
- Assisted in providing leadership, motivating and training employees to increase bank goals along with customer performance goals.
- Effectively addressed customer needs to ensure quality servicing and capitalize on opportunities for expanding and diversifying revenue channels.
- Acted as the first line of communication in the absence of my manager.
- Part of “ELITE DESK” (VIP Assistance team) which helps in assisting high profile customers.
- Ensuring customer satisfaction by achieving delivery and quality norms with minimum TAT for credit cards and bank account queries.
- Handling escalation queries and ensuring to get a timely resolution.
Sr.Executive - Citibank (Inbound)
Citibank
02.2010 - 11.2012
- Following the process/procedure of the bank and ensuring compliance to rule and regulations of the bank including latest circulars and notifications.
- Responsible for resolving customer queries over the phone on a day to day basis thereby providing efficient customer service to maximize customer satisfaction level.
- Managing terms with focus on excelling business targets and service delivery metrics.
- Ensure efficiency in sales operations and meeting of individual and group targets.
- Achieved bank goals through individual sales and coaching staff to drive new leads.
Executive - Citibank(Inbound)
Citibank
12.2007 - 02.2010
- Creating dynamic environment that fosters development opportunities and motivates high performance amongst team members.
- Handling and resolving customer complaints/queries over phone.
- Providing customers with relevant products and service information
- Cross selling various banking products to customers over phone.
Education
Bachelor - Commerce
Ethiraj College for Women
Chennai04.2006
12th Standard -
Ewart Matric Higher Secondary Education
Chennai03.2003
Skills
- Email performance analysis
- Customer relationship management
- Regulatory compliance
- Escalation handling
- Training and mentoring
- Data-driven decision making
- Problem resolution
- Effective communication
Languages
English, Tamil
Awards
Mountain movers-Best Officer in Transaction call back team - 2020, Mountain Movers-Best Officer - MIFT - 2019, Star Performer for the Month March 2017 - 2017, Certificate of Awesomeness for the Month June 2016 - 2016, Challenger Award for the Month August 2016 - 2016, Service Appreciation Award for Last 7 years. - 2014, Sales Super Star Award – Asia Pacific Region - 2012, Job Promotion - Asst Manager, Global Training (Banking) – Citibank, Cherished Champion Award for last 3 years. - 2011, Job Promotion – Sr. Officer - 2010, Outstanding Performer Award - 2009, Budding Star Award – Best Debutante - 2008, Note: Incentives in the form of vouchers and cash.
Training
- Global Training in banking. 3 Week training
- Investment Banking and Financial Services 2005 - 2006
- Apollo Computer Education - MSE June 2006 – June 2007
- Tally 7.2 March 2007
Disclaimer
I hereby declare that the above given information are true up to my knowledge. Place: Chennai Date
Most Proud of:
- Nicked named as “Sales Machine”.
- Citibank’s Growth.
- 13 year Journey in the same Organization.
- An eye for Improvement.
- Family and Work life Balance.
- Climbed the Citi’s Career Ladder.
Personal dossier
- Name: Anita Miriam Shirley
- Address: No. 10, A.G. Homes, F2, Rajaji Nagar, Rohini Street, Villivakkam, Chennai–600049, Tamil Nadu
- Date of Birth: 1986-03-07
- Marital Status: Married
- Present CTC: 14 lakhs
Timeline
Deputy Manager
Axis Bank
03.2023 - Current
Email Support Executive
CITIBANK
09.2020 - 02.2023
Assistant Manager – Citibank (Outbound)
Citibank
11.2017 - 08.2020
Assistant Manager - Citibank (Inbound)
Citibank
11.2012 - 11.2017
Sr.Executive - Citibank (Inbound)
Citibank
02.2010 - 11.2012
Executive - Citibank(Inbound)
Citibank
12.2007 - 02.2010
Bachelor - Commerce
Ethiraj College for Women
12th Standard -
Ewart Matric Higher Secondary Education
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