MONISHA K
Chennai
Summary
Performance-driven professional with extensive experience in managing customer complaints across various channels, including email support and chat-based interactions, as well as serving as a Banking Operations Associate in the financial services sector. Expertise in overseeing customer interactions, retail banking operations, KYC processes, and reconciliation tasks while ensuring adherence to internal policies and regulatory standards. Strong attention to detail combined with exceptional communication and problem-solving skills enables the delivery of efficient, customer-centric banking solutions.
Overview
3
3
years of professional experience
3
3
years of professional experience
Work History
Assistant Manager
HDFC Bank
Chennai, India
08.2023 - 09.2025
- Acted as the primary point of contact for handling customer complaints and escalations via email across banking products (credit cards, digital banking, etc.).
- Logged, tracked, and managed complaints through the CRM/ticketing system, ensuring timely acknowledgment and resolution within defined SLAs.
- Ensured adherence to RBI and bank policies on KYC, credit card usage, and data confidentiality.
- Prepared daily and monthly complaint trend reports and shared insights with management for process improvement.
- Managed and tracked open complaints, ensure closure within defined turnaround times (TAT), to maintain accurate audit / closure records.
Banking Operations Associate – Retail Banking
Accenture Pvt Ltd
Chennai, India
07.2022 - 05.2023
- Performed Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) for individual and corporate clients.
- Ensured strict adherence to KYC, AML, and regulatory guidelines, maintaining 100% compliance in all assigned tasks.
- Participated in process improvement initiatives and ensure adherence to standard operating procedures (SOPs).
- Analyzed customer risk levels and classified them as Low / Medium / High Risk.
- Identified discrepancies or missing information and raised requests for remediation.
Education
MBA -
SRM University
01-2023
Bachelor's Degree-BCOM -
St. Thomas College of Arts & Science (University of Madras)
01-2021
Skills
- Service Level Agreement (SLA) Adherence
- KYC / AML Compliance
- First-Contact Resolution
- KPI Metrics Monitoring
- Escalation Handling
- Daily MIS & Productivity Reporting
- Customer Satisfaction (CSAT) & NPS Focus
- Quality Assurance & Compliance
- Product Knowledge & Performance Tracking
- CRM (Customer Relationship Management)
- ERP / Systems: Oracle
- Reporting & Analytics: MS Excel (Advanced)
- Collaboration Tools: Microsoft Teams, Outlook, Sharepoint
Accomplishments
- Consistently maintained AHT (Average Handling Time) within process benchmarks while ensuring high-quality resolutions.
- Recognized for maintaining 95%+ quality scores and achieved NPS above 90% reflecting strong customer satisfaction and loyalty in non-voice (Email / Chat) support with nil escalations.
- Successfully completed 100% of KYC reviews within SLA, consistently meeting daily and monthly targets.
- Reduced case rework by 20–25% through accurate first-time verification.
- Helped streamline KYC refresh process, reducing backlog during peak volumes.
Timeline
Assistant Manager
HDFC Bank
08.2023 - 09.2025
Banking Operations Associate – Retail Banking
Accenture Pvt Ltd
07.2022 - 05.2023
MBA -
SRM University
Bachelor's Degree-BCOM -
St. Thomas College of Arts & Science (University of Madras)
Timeline
Assistant Manager
HDFC Bank
08.2023 - 09.2025
Banking Operations Associate – Retail Banking
Accenture Pvt Ltd
07.2022 - 05.2023
MBA -
SRM University
Bachelor's Degree-BCOM -
St. Thomas College of Arts & Science (University of Madras)