Madhumitha S
Chennai
Summary
Proficient Quality Analyst with 4 years of insight in managing complex queries. Excelling in Microsoft Excel and leadership. Spearheaded digital support initiatives, transitioning to a pivotal role enhancing customer experience. Mentored new joiners, significantly boosting team performance and by helping the trainees settle into production. Thoroughly manage sensitive customer data and apply problem resolution via regular audits and performance reports. Extensively familiar with day-to-day updates. Proven track record in driving forward-thinking strategies to maintain high customer satisfaction and operational excellence.
Overview
4
4
years of professional experience
4
4
Certification
Work History
Quality analyst
Natwest
Chennai
10.2020 - Current
- Supported supervisor and associated team members to maintain system functionality
- Serving in digital support, taken up the role of customer experience Analyst initially, toggling between secure messaging channel and webchat to sort and resolve customer queries
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Took up the role of subject matter expert and trained new personal bankers in on-the-job training, sharing my best practices throughout
- Currently juggling between being a quality analyst and a coach as well as taking up the role of a trainer/Mentor for new joiners when there is a business requirement
- Successfully audited Omni India performances and passed on the feedbacks to the managers of SSI
- As a senior quality analyst, I have had the opportunity to constantly engage with the teams by providing them support and assistance with improving their scores as well as sharing the findings & observations
- Handled sessions related to the process
- CLF, Comms and MCC sessions whenever an opportunity was presented.
Education
Bachelor of Commerce - General
DG Vaishnav College
Chennai, Tamil Nadu, India06-2020
12th Board - Commerce With Business Maths
SBOA Matriculation And Higher Secondary School
Chennai, Tamil Nadu, India05-2017
10th Board -
SBOA Matriculation And Higher Secondary School
Chennai, Tamil Nadu, India05-2015
Skills
- Effective Time Management
- Leadership
- Communication Skills
- Microsoft Office
- Microsoft Excel
- Six Sigma methodology
Certification
- Anti-Money Laundering Concepts: AML, KYC and compliance
- Microsoft excel- advanced
- Six Sigma: Certified Lean Six Green Belt | Accredited
- Financial Crime Investigation and report writing
Languages
Tamil
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Sanskrit
Intermediate (B1)
B1
Accomplishments
• Received multiple Spot ovations, start performer awards, LOVs, rewards and recognitions for consistent performance and for showcasing outstanding leadership qualities.
• Achieved best results by completing tasks with accuracy and efficiency.
• Promoting ideas in order to improve the bank through "determine to lead” technique.
Leadership Experience
Natwest - Managed multiple batches of 10-15 members as a trainer where I had the opportunity to delve deep into the process and help the trainees acquire product knowledge as well as process knowledge before they are handed off to production.
• Taken up the role of an MI and a leader to deliver PowerPoint summary on Natwest’s digital contact performance reports to Senior managers and unit leaders of the site.
• Supervised the entire unit of the omni india, Chennai site during an emergency and in the absence of all the senior managers and unit lead for a day .
•SBOA – Student Vice captain, SBOA - July 2016 - June 2017 (12th grade)
Extra curricular activities
Class representative in year 1 and 2 . Cultural secretary in year 3, planned and executed more than 7 events a year.
Proficient with Microsoft Office: PowerPoint and Excel
Member of Citizen consumer's College Club and a member of the student placement cell
Interests: Keyboard, Reading, Jogging, Cooking
Timeline
Quality analyst
Natwest
10.2020 - Current
Bachelor of Commerce - General
DG Vaishnav College
12th Board - Commerce With Business Maths
SBOA Matriculation And Higher Secondary School
10th Board -
SBOA Matriculation And Higher Secondary School
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