K Yeshwanth Seena
Bangalore
Summary
Dynamic professional with extensive experience in customer support and onboarding at HSBC. Proven track record in KYC verification and issue management, enhancing compliance and customer satisfaction. Skilled in data analytics and communication, consistently achieving targets while optimizing processes to drive efficiency and improve service delivery.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CCSS Representative
HSBC
Bangalore
11.2024 - Current
- Handled KYC verification for UK merchants by collecting and validating required documents as per compliance guidelines.
- Acted as the first point of contact for onboarding queries, providing timely support via calls, emails, or chat.
- Managed onboarding workflows, tracked issues, and escalated process or product-related concerns when required.
- Shared merchant feedback with internal teams to improve processes and customer experience.
- Provided internal support on onboarding-related queries within the team.
Analyst
HCL Technologies
Bengaluru
06.2022 - 11.2022
- As an Analyst for Xerox, my primary responsibility is to provide complete support to Xerox clients by resolving their account information and financial details.
- Utilized various software tools to analyze data and update client account and financial records.
- Researched and retrieved data using multiple applications to resolve client inquiries effectively.
- Managed client and candidate expectations during background screening process through clear, professional communication.
- Consistently achieve individual targets and contribute positively to team goals, while following the correct escalation paths to liaise with Operational and Technical support teams.
- Ensure strict adherence to deadlines and Service Level Agreements (SLAs), demonstrating a commitment to providing a high-quality level of customer care.
- Take full ownership of all queries, ensuring prompt and effective resolutions.
- Updated databases to reflect necessary changes in data structure.
- Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
Junior Analyst
RAZORPAY Software Private Limited
Bengaluru
05.2021 - 05.2022
- Analyzed data using various tools to facilitate settlements for key merchants' accounts.
- Establish a multi-channel payment infrastructure for merchants, including support for website and mobile POS through a Payment Gateway.
- Enable various payment methods such as UPI ID, QR Code for delivery agent-based payments, and international payments, and facilitate auto-debit through E-mandate and standing instructions on cards.
- Possess expertise in establishing customer payment collection processes, managing refunds, executing festive offers and other reward campaigns, as well as handling commission splits with vendors.
- Resolved Pay-In/Pay-out issues for merchants by utilizing admin dashboards for back-end system queries and conducting in-depth analyses.
- Oversaw Tier I escalations for merchants, pinpointing root causes to expedite resolutions.
- Identified fraudulent merchants and escalated risk concerns to prevent additional fraudulent transactions while supporting customers in refund processing.
- Utilized Jira for ticketing/project tracking and Freshdesk for customer interactions.
- Provided complete support to key merchants of Razorpay, including Airtel, IRCTC, Goibibo.com, and Zoomcar.
Technical Specialist
[24]7 ai
Bengaluru
10.2020 - 03.2021
- Resolved appliance issues for customers during live calls, delivering solutions based on established guidelines.
- Resolved customer queries about appliances by troubleshooting issues and providing guidance.
- Helped customers place orders through calls, resolved any issues the customers faced regarding our products, and cleared the customer's queries about our products.
- Assisted customers with product orders, ensuring a smooth purchasing experience.
- Streamlined task management to enhance productivity and efficiency.
Team Member
Yum Restaurant Private Limited.
Bengaluru
03.2017 - 01.2018
- Assisted customers with order placement through calls, resolved product-related issues, and addressed customer queries to ensure a positive experience.
- Executed tasks promptly and with precision to support overall team objectives.
- Cultivated collaborative relationships with team members and supervisors to improve communication and support team objectives.
- Developed and implemented strategies that streamlined daily operations and improved overall efficiency.
- Ensured cleanliness and organization of work areas to support team collaboration and safety.
Education
Bachelor's - Business Administration, Digital marketing
Presidency College
Bangalore, Bangalore05-2020
High school or equivalent - CBSE
Kendriya Vidyalaya
Bangalore03-2016
Skills
- Customer support
- Customer onboarding
- Onboarding
- KYC verification
- Issue management
- Problem resolution
- Service evaluation
- Risk assessment
- Process optimization
- Time optimization
- Project Management
- Task management
- Detail orientation
- Microsoft Excel
- Office suite skills
- Data analytics
- Vendor management
- Team management
- Communication
- Regulatory knowledge
- Detail orientation
- Document review
- Compliance management
Certification
Digital marketing
Awards
- State junior level Kabadi champions
- Best Trooper
- Best coordinator KBG theatres
- Razor of the month
- NPS star.
- Customer champion.
- Empathetic star.
- Customer obsessed.
Hobbies and Interests
- Travelling
- Trekking
- Reading books
- Swimming
- Blogging
- Cooking
- Sports
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge. Given an opportunity to serve in your esteemed organization, it shall be my earnest endeavor to discharge my duties to the best of my ability and to the satisfaction of my superiors.
Personal Information
- Date of Birth: 02/11/99
- Nationality: Indian
- Marital Status: Single
Languages
- Hindi
- Kannada
- Telugu
- Tamil
- Malayalam
- English
- Hindi
- Kannada
- Telugu
- Tamil
- Malayalam
Timeline
CCSS Representative
HSBC
11.2024 - Current
Analyst
HCL Technologies
06.2022 - 11.2022
Junior Analyst
RAZORPAY Software Private Limited
05.2021 - 05.2022
Technical Specialist
[24]7 ai
10.2020 - 03.2021
Team Member
Yum Restaurant Private Limited.
03.2017 - 01.2018
Bachelor's - Business Administration, Digital marketing
Presidency College
High school or equivalent - CBSE
Kendriya Vidyalaya