Mukesh R
Bangalore
Summary
Motivated and result-oriented professional with 5+ years of experience in Commercial Banking Operations, Client and Process Management. Seeking a challenging role in a progressive organization where I can utilize my expertise in operational excellence, customer experience management, and process optimization to drive business growth and operational efficiency. Committed to continuous learning, building high-performing teams, and adding value to both organizational and personal development.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Commercial Loan Closing Representative
Wells Fargo Bank
Bengaluru
04.2024 - Current
- Conducted a comprehensive analysis and due diligence of commercial lease agreements to ensure compliance with organizational policies, regulatory standards, and risk mitigation guidelines before loan closure.
- Executed accurate and timely data management of critical financial components, including lease terms, payment schedules, fee structures, and contractual obligations, into Siebel CRM, enabling seamless downstream operations.
- Partnered with internal stakeholders, such as Risk, Compliance, Legal, and Operations teams, to proactively identify process gaps, mitigate operational risks, and implement corrective actions, ensuring policy adherence and operational excellence.
- Managed end-to-end resolution of complex customer inquiries, internal escalations, and documentation discrepancies, ensuring a superior customer experience while aligning with SLA metrics and compliance standards.
- Supported continuous process improvement initiatives by identifying automation opportunities and optimizing existing workflows to enhance accuracy, efficiency, and turnaround time in loan closing operations.
Assistant Manager - CS Operations
Razorpay Software Private Limited
07.2019 - 04.2024
- Delivered 4.5 years of progressive experience in Customer Success, Operations Management, and Stakeholder Engagement, driving customer-centric strategies to enhance service delivery across digital payment platforms
- Led customer grievance redressal across multi-channel platforms including social media escalations, payment disputes, Nodal Officer complaints, and RBI regulatory escalations — ensuring timely resolutions within defined SLAs and regulatory guidelines
- Managed high-visibility customer escalations with root-cause analysis, ensuring cross-functional collaboration with Product, Tech, Legal, and Risk teams to implement long-term fixes and enhance customer experience (CX)
- Spearheaded end-to-end process transition and knowledge transfer to outsourced vendor partners; established operational governance frameworks, monitored SLA/KPI adherence, and facilitated periodic vendor performance reviews
- Owned and optimized critical Customer Success metrics — including CSAT (Customer Satisfaction), Resolution Time, First Response Time (FRT), and Average Resolution Time (ART) — driving process improvements to enhance operational efficiency and customer delight
- Managed merchant onboarding lifecycle — including documentation verification (KYC), risk checks, out-calling for verification, and international enablement for cross-border payment services — ensuring compliance with RBI guidelines and internal risk policies
- Implemented automation initiatives to streamline ticket inflow management, enhance process accuracy, and improve turnaround times, contributing to operational scalability and reduced manual errors
- Mentored and led a high-performing team, fostering a culture of accountability, process excellence, and continuous learning to drive business outcomes and customer success
- Received Spot Award and Ace Award at Wells Fargo for consistent high performance and accuracy in loan operations
- Led end-to-end Vendor Management — ensuring SLA adherence, billing accuracy, and attrition control
- Implemented process automation initiatives, driving operational efficiency and improving customer satisfaction
Education
Bachelor of Computer Applications (BCA) -
Surana College
Bangalore01.2019
PUC -
St. Francis Composite PU College
Bangalore01.2016
Skills
- Data-Driven Analysis
- Customer Query Management
- Grievance Management
- Vendor Management
- Analytical thinking
- Problem solving
- Strong communication
- Interpersonal skills
Accomplishments
- Received Spot Award and Ace Award at Wells Fargo for consistent high performance and accuracy in loan operations
- Rapid career growth from Junior Analyst to Assistant Manager within 4.5 years at Razorpay
- Recognized as MVP for delivering exceptional customer experience and grievance management
Certification
- Six Sigma Green: Analyzing data and implementing the logical solution to achieve the given targets
Timeline
Senior Commercial Loan Closing Representative
Wells Fargo Bank
04.2024 - Current
Assistant Manager - CS Operations
Razorpay Software Private Limited
07.2019 - 04.2024
Bachelor of Computer Applications (BCA) -
Surana College
PUC -
St. Francis Composite PU College
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