NEELUPHER M
UK CC Representative - HSBC
Bangalore
Summary
Versatile professional with over 6 years of experience across business development and customer service in the cybersecurity and banking sectors. Proven track record of driving revenue growth, managing high-performing teams, and building long-term client relationships. Seeking a challenging role to apply my cross-functional expertise in driving operational excellence and to contribute to a growth-focused organization by combining my sales expertise and service mindset.
Overview
6
6
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Contact Center Representative
HSBC Electronic Data Processing India Private Limited
01.2025 - Current
- Delivering personal banking call center assistance for global operations (UK).
- Managed customer data and account information, delivering comprehensive customer and technical support regarding accounts.
- Addressing all types of bank accounts, personal loan accounts, credit card accounts, and insurance queries.
- Maintain accurate KYC records for customers
- Performing security checks and safeguarding customer KYC information meticulously.
- Optimized first call resolution outcomes utilizing thorough product understanding and strategic problem-solving skills.
- Navigated high call volume while prioritizing delivery of outstanding customer experiences.
- Achieved performance metrics by reliably providing exceptional interactions with customers.
Team Leader - Business Development
Emudhra Limited
07.2019 - 01.2025
- Directing proficient team of 7 professionals, ensuring critical assistance for consistent attainment of daily, weekly, and monthly targets across domestic and international clientele.
- Directed escalated calls from both domestic and international clients, maintaining high levels of customer satisfaction and timely issue resolution.
- Championed team morale via interactive and engaging activities, fostering enhanced spirits and increased productivity among team members.
- Attended leadership workshops and book clubs to elevate public speaking abilities.
- Implemented a range of attractive promotions and discounts to enhance sales performance.
- Facilitated Recognition and Reward (RNR) initiatives, enhancing a culture of success.
- Obtained medals and recognition card from senior management for exemplary performance.
- Achieved notable salary rise due to ongoing high performance
- Improved overall team performance via ongoing coaching, insightful feedback, and targeted skill development programs.
- Encouraged supportive work culture via strengthening teamwork, advancing open communication, and establishing employee recognition efforts.
Education
Master of Computer Applications - Cyber Security
Jain University
10-2026
Bachelor of Engineering - Electronics and Communications
Bangalore Technological Institute
Bengaluru, India 04.2001 -
Skills
- Team Management
- Critical Thinking
- Customer Relationship Management
- Escalation Handling
- Effective Communication
- Problem-solving skills
- Technical troubleshooting
- Account management
- Microsoft office
- HTML Basics
- Networking
- Excel
- CRM Software
- Ameyo Software
- Calm under pressure
- Adaptability and flexibility
- Business development and planning
Certification
HTML (Programming Hub) - Aug 2024
Timeline
Contact Center Representative
HSBC Electronic Data Processing India Private Limited
01.2025 - Current
Team Leader - Business Development
Emudhra Limited
07.2019 - 01.2025
Bachelor of Engineering - Electronics and Communications
Bangalore Technological Institute
04.2001 -
Master of Computer Applications - Cyber Security
Jain University