Esther Pakkiam
Chennai
Summary
Operations Support Specialist with over 9 years of experience in financial operations and dispute resolution. Proven track record in maintaining high accuracy in case processing, and enhancing team performance through mentorship. Skilled in stakeholder communication, quality control, and compliance, ensuring customer satisfaction in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Ops Support Specialist
Citi Retail Services
Chennai
05.2021 - Current
- Resolved account maintenance and transaction disputes through detailed investigations, ensuring regulatory compliance.
- Executed AML/CBR checks in alignment with Federal Reserve and USA Patriot Act standards, maintaining high compliance levels.
- Processed a high volume of cases with exceptional accuracy, contributing to operational efficiency and compliance.
- Led training sessions for new team members, enhancing their understanding of processes and compliance requirements.
- Coordinated with stakeholders to expedite query resolution, improving customer satisfaction, and team performance.
Officer – Chat Operations
Citi Retail Services
Chennai
11.2018 - 04.2021
- Resolved customer queries regarding billing disputes, refunds, fees, fund transfers, and deposits.
- Achieved superior customer experience through empathetic and accurate issue resolution.
- Managed 3–5 live chats simultaneously while ensuring high quality and productivity.
- Exceeded KPIs consistently by maintaining strong performance standards.
- Provided floor support to agents handling complex customer interactions.
- Guided team members in best practices for effective customer service delivery.
- Enhanced operational efficiency by streamlining dispute resolution processes.
Senior Analyst – Internal Quality Checker
Wipro Limited
Chennai
09.2015 - 01.2018
- Generated interest certificates and account statements for high-value clients.
- Processed requests for chequebooks, credit books, debit cards, and online banking access.
- Prepared status inquiries to verify financial credibility for third-party evaluations.
- Managed daily case allocation, ensuring equal distribution of workload.
- Trained new hires on standard operating procedures and compliance measures.
- Promoted to Quality Checker, responsible for feedback provision and quality tracking.
- Served as Subject Matter Expert, addressing concerns and disseminating process updates.
- Conducted independent quality assessments for assigned task queues.
Education
Bachelor of Commerce -
Women’s Christian College
Chennai05.2015
Skills
- Financial operations management
- Stakeholder communication
- Quality control processes
- Dispute resolution
- Compliance and regulatory understanding
- Anti-money laundering checks
- Quality control processes
- Audit support functions
- Volume allocation techniques
- Process enhancement strategies
- Automation implementation ideas
- Mentorship and training expertise
- UAT facilitation
- Transition process management
- Effective stakeholder communication
- Reporting and documentation proficiency
- Detail-oriented approach
- Efficient time management
Achievements And Initiatives
- Received Spot Award in Wipro for excellence in performance.
- Received multiple Best Performance Awards in Citi Rewards & Recognition.
- Suggested automation idea in Financial Adjustment resulting in 15–20 FTE savings.
- Designed new allocation methodology to reduce manual time and ensure multi-process competency across the team.
- Proposed automation idea to eliminate multiple database dependency.
- Suggested process improvements to enhance quality and reduce AHT.
- Cross-trained in multiple activities within a short span, enabling dual responsibility as Quality Checker & Trainer.
Timeline
Ops Support Specialist
Citi Retail Services
05.2021 - Current
Officer – Chat Operations
Citi Retail Services
11.2018 - 04.2021
Senior Analyst – Internal Quality Checker
Wipro Limited
09.2015 - 01.2018
Bachelor of Commerce -
Women’s Christian College