MERCY JOSE
Chennai
Summary
Operations-focused professional with experience in service delivery and customer operations. Currently working in a regulated process environment with strong focus on accuracy and compliance, seeking entry-level opportunities in Banking Operations and Back Office roles within BFSI organizations
Overview
2
2
years of professional experience
Work History
Associate - Customer Service (Phone Process)
Sutherland Global Services
Chennai
05.2024 - Current
- Handle inbound calls from US customers, ensuring accurate resolution of queries.
- Support account-related, subscription, and retail service requests following defined processes.
- Maintain high standards of process compliance, data accuracy, and documentation.
- Follow SOPs and quality guidelines to meet operational metrics.
- Coordinate with internal systems to log, track, and close customer requests.
- Demonstrate strong communication, professionalism, and customer handling skills.
- First role after graduation (Experience aligned to operations, process adherence, and service delivery rather than technical support)
- Banking Operations Support, Customer Account Handling, Process Adherence & SOP Compliance, Documentation & Verification, Transaction Support, Retail Banking Basics, Loan Process Fundamentals, Service Delivery Operations
- Customer Interaction Management, Issue Resolution & Escalation Handling, Verbal & Written Communication, Attention to Detail, Time Management, Problem Solving, Quality & Accuracy Focus
- MS Excel, MS Word & Documentation, CRM / Internal Ticketing Tools, Email & System-Based Case Handling, Data Accuracy & Record Maintenance
Education
Bachelor of Commerce (B.Com) - Commerce
Women's Christian College
Tamil NaduClass XII -
Tamil Nadu State Board
Tamil Nadu01.2022
Class X -
Tamil Nadu State Board
Tamil Nadu01.2020
Skills
- Operations
- Banking
- Professional Skills
- Soft Skills
- Technical Skills
- Office Skills
- BFSI-Relevant
Languages
- English
- French
- Tamil
Core Skills
Banking Operations Support, Customer Account Handling, Process Adherence & SOP Compliance, Documentation & Verification, Transaction Support, Retail Banking Basics, Loan Process Fundamentals, Service Delivery Operations, Customer Interaction Management, Issue Resolution & Escalation Handling, Verbal & Written Communication, Attention to Detail, Time Management, Problem Solving, Quality & Accuracy Focus, MS Excel, MS Word & Documentation, CRM / Internal Ticketing Tools, Email & System-Based Case Handling, Data Accuracy & Record Maintenance
Timeline
Associate - Customer Service (Phone Process)
Sutherland Global Services
05.2024 - Current
Bachelor of Commerce (B.Com) - Commerce
Women's Christian College
Class XII -
Tamil Nadu State Board
Class X -
Tamil Nadu State Board