Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
SalesAssociate

KIRAN NATH H

Senior Specialist II
Bangalore,KARNATAKA

Summary

Enthusiastic and self-driven Management Professional with 16 years of comprehensive experience in delivering top-class customer service to international and domestic customers within Financial Services, Banking and Telecom sectors. Since 2 years functioning as Operations support, managing the production servers and applications ensuring the applications are functioning as expected. Broad knowledge of GSM Telecom services, Financial Clearing Services, Credit Card Receivables and Corporate Collections, driving in-house staff and external agencies to achieve targeted goals and meeting customer service standards & organization policies. Instrumental in improving customer experience by fixing complex issues, resolving typical client queries supervising overall functions and directing & mentoring team members. Proven abilities to develop collect and monitor appropriate KPIs to drive improvements in customer service and to support resource planning. Huge capability of thinking out of the box and continually looking for process efficiency opportunities. Dynamic & strategic planner with strong ability to take difficult decisions and demonstrate the ability to influence, motivate and persuade others to increase customer focus and company productivity.

Overview

2
2
years of post-secondary education
16
16
years of professional experience

Work History

Senior Specialist

SYNIVERSE TECHNOLOGIES Bangalore
Bangalore, KARNATAKA
07.2013 - Current
  • Operation support of Linux based messaging application and servers.
  • Responsible for configuration management and change management as per requirement from customer/ system upgrades.
  • Perform regular deployments on products based on inputs received from Engineering.
  • Prioritize customer requests and work towards resolution of service requests and Incident in timely manner.
  • Level 3 Support is extended to all customer and internal requirements/concerns.
  • Managed CS-Global team of 6 members and aiding global customers from SAARC, APAC, AFRICA and EUROPE region on Data Clearing & Financial Clearing business.
  • Promptly resolving issues relating to Financial Clearing and ensured CSAT score is well maintained, retaining existing customers and extending support with various services offered by MACH/SYNIVERSE.
  • Providing extensive training to team to support Roaming Partners and other Financial Clearing Houses and coaching and guiding junior team members as needed.
  • Producing online reports based on query raised by customers, presenting SR stats to management personnel and reconciling receivables and payables.
  • Generating reports and sharing with team members to track settlement progress while verifying data entered into system and running process cut-offs as required.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Assisted various departments with change by communicating new improvement plans and expectations.
  • Monitored daily and weekly key performance indicators to maintain on-track status.

Assistant Manager

MACH INDIA PVT LTD Bangalore
Bangalore, KARNATAKA
05.2010 - 07.2013
  • Assisting customers subscribed with Financial Clearing service across SARC, APAC, AFRICA and EUROPE region in clarifying their queries by coordinating with back-end teams.
  • Approving all credit/debit notes by validating available details while monitoring internal Service Level Agreements (SLA) and ensuring Swift system is effectively utilized for raising tickets.
  • Improving business process and automation possibilities with support of Assistant Managers / Senior Management and responding to emails and redirecting to appropriate departments.
  • Supporting Banking department with various Activities such as handling billing process, generating reconciliation reports, processing & reviewing FX trading, storing payment information and reconciling currency account.
  • Managed 100+ calls per day and ensured promises made were converted to promises kept (80% and above)
  • Handling Service Tickets/Requests and closing tickets with specified timeframe while notifying team members of attend open tickets immediately.
  • Assisting and guiding team in payable invoice reconciliation process, including approval or adjustment of invoices received from roaming partners.
  • Advising team on unapproved / missing invoices in line with BA GSMA documents associated with payable invoice resolution process.
  • Performing Credit Collection & Allocations Tasks, including managing clients' debt level reports in adherence to SLA/KPI and complying with GSMA Standards.

Assistant Manager

HDFC BANK
Bangalore, KARNATAKA
12.2007 - 05.2010
  • Managed 8 in-house staff and 20 field executives while planning and executing effective strategies to allocated portfolios that resulted in exceeding desired outcomes.
  • Restructured and maintained 30 days delinquent Credit Card portfolio ranging between 2Cr and 5Cr by resolving and achieving normalization targets.
  • Educated customers with suitable repayment plans to clear default amount based on their current financial situations within approved budgets.
  • Motivated and driven field executives of external vendors and ensured profitability and collection targets for every month are successfully achieved.
  • Ensured good performing team members are recognized with rewards while controlling staff attrition through motivation and promoting to higher position.
  • Prepared daily / weekly / monthly reports on performance and governance of team and notified senior Management with team progress.
  • Performed regular process audits and implemented process changes and improvements at vendor offices for efficient deliverables.
  • Distributed cases to vendors based on complexity and utilized "No Contact Account Tracing" tool provided by bank.
  • Improved productivity of Collections Agency / Tele-callers by monitoring performance through KPIs against determined benchmarks.
  • Maximized employee's and agency's efficiency by meeting their requirements and ensuring incentive plans are implemented with immediate effect.
  • Reduced attrition and achieved attrition budget of delinquent accounts through effective and regular follow-ups.
  • Minimized cost through field referrals, and closely monitoring reversals of finance charges and promoting use of collection boxes for cheque pickups.
  • Identified and recruited new agency while maintaining long-term relationships with vendors and monitoring collector productivity on daily basis.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Followed all company policies and procedures to deliver quality work.
  • Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.

Collection Officer

CITI GROUP
Bangalore, KARNATAKA
06.2005 - 12.2007
  • Handled Credit Card Receivables Portfolio by dealing with billing cycles from Cycles 1 to Cycles 14 and closing cycles with fast turnaround time in E-Serve.
  • Provided on-spot solutions / repayment options to default customers and initiated refunds to irate customers.
  • Recommended benefits of availing Citigroup products and services and provided credit card usage details with complete information.
  • Developed and implemented tailor-made program for training new recruits with on-going process and customer handling procedures.
  • Collected feedbacks / suggestions from customers to include additional benefits and enhance features to credit card products.
  • Prepared reports with customer's feedback / suggestions and presented to respective departments for further improvement in products/services.

Education

Master of Science - Electronics

Adaikala Matha College
Thanjavoor
06.2002 - 05.2004

Skills

Customer Relations

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Accomplishments

  • Received Majenta award which stands second fromthe top award list for accomplishing the FirstNet project completion in 2021
  • Recognized the support extended to "iconnectiv" by both vendor and organization for the completion of data load activity completion and to bring up the service in ensuring the Phone Number Verification service provide the accurate information to customers.
  • Received “Above & Beyond” award for extending good support to Global Customers in Nov 2016.
  • Complimented by an international customer for providing in-person training on the business process and products.
  • Supervised team of 6 staff members.
  • Collaborate with various teams in the completion of Firstnet Project where FirstNet is a new tenant on Business Messaging Platform.
  • Supported a customer migration end to end and received appreciations from Senior management at customer end.
  • Documents prepared and circulated within organization was made a standard format document and the information is used as a reference to all new joiners in Operations department in understanding the product and process.
  • Received "Way to Go award" in 2014 and 2015 for the best team player and Q2 best team award in 2013.
  • Achieved the best CSAT score (5.25/6) for 2012-13 and was ranked 5th among the 70+ CSM’s worldwide.
  • Best Performer of X-Days, for 2 continuous quarters in HDFC Bank and was rated one for the year 2008-2009.
  • Recognized and awarded as active Employee Association Member for organizing employee events.
  • Consistent performer for the year 2005 from Citi Group India Pvt. Limited.

Timeline

Senior Specialist

SYNIVERSE TECHNOLOGIES Bangalore
07.2013 - Current

Assistant Manager

MACH INDIA PVT LTD Bangalore
05.2010 - 07.2013

Assistant Manager

HDFC BANK
12.2007 - 05.2010

Collection Officer

CITI GROUP
06.2005 - 12.2007

Master of Science - Electronics

Adaikala Matha College
06.2002 - 05.2004

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KIRAN NATH HSenior Specialist II