Parvathi Gopal

• Assist customers in identifying and resolving issues or problems with products, offering step-by-step guidance or solutions
• Strong Knowledge of products, services, and policies of client to answer customer queries accurately and efficiently
• Respond to customer inquiries across various channels with professionalism, clarity, and accuracy
• Ensure the resolution of issues by following up with customers to ensure satisfaction and closure
• Use expert communication skills to create a positive experience that promotes customer loyalty, retention, and advocacy
• Ensure that all customer interactions are in line with company policies and standards, such as privacy regulations and customer care protocols
• Suggest ways to improve customer service processes, tools, or resources to enhance efficiency and customer satisfaction
• Safeguard customer personal and account information in compliance with legal and company privacy standards
• Manage policy and billing operations with Guidewire Policy Center and Billing Center, ensuring accurate data processing and system updates
• Investigate and troubleshoot customer data and system interactions, identifying areas for process optimization and automation
• Collaborate with cross-functional teams to resolve escalated issues, demonstrating problem-solving skills and attention to detail
• Leverage internal tools and platforms to enhance customer communications, ensuring efficient service delivery

• Responsible for Banking operations team to deliver product improvements in line with Firms/Groups objectives
• Strong Knowledge of FCA (Financial Conduct Authority) compliance and point of contact to Key High Street Banks across the UK
• Conduct comprehensive risk assessments to identify potential compliance risks and ensure compliance with regulatory standards and internal policies
• Conducting comprehensive market research to identify client needs, market trends, and competitor offerings
• Developing and implementing plans for improving efficiency and increasing productivity
• Understanding the client’s requirements, financial affordability and process applications providing the best deals
• Maintaining process documentation and accurate records for all Financial (Mortgage related) in the Flex cube database, including ensuring transfers to terms and conditions
• Track and collate all financial requirements, liaising with Mortgage and Financial Consultants for any missing documentation
• Planning, prioritizing, and delivering assigned activities for each customer based on customer requirement
• Collaborate with both Core Mortgage team, High Street Banks, and Customers to ensure delivery, ensuring quality, time and cost in an ever-volatile financial environment post Inflation
• Embracing continuous service improvement through effective reporting, KPIs and Customer Satisfaction
• Working with key stakeholders SMEs and Customers, continuously seeking opportunities to improve products and processes through feedback, analysis, and iteration
• Develop and execute operational excellence strategies aligned with organizational goals

Accomplishments

• [2023] Reduced offer generation time by 19% in 2023 when compared to 2022
• Improved the customer feedback management

• Assisting Product Lifecycle Management of Citibank`s internal web-based corporate banking platform for access control
• Collaborate with critical Site Heads in China, Singapore, India and Hong-Kong (APAC) to ensure operational standards align with CITI's security policies
• Lead 5+ members and responsible for Work Allocation (Prioritisation) resource utilisation, training and mentorship
• Collaborating with stakeholders to gather and document product requirements, ensuring alignment with business goals and user needs
• Develop and maintain effective project management controls to ensure that agreed delivery times and functionality are met for Operations and Business teams
• Assisting in the development and enhancement of products by providing insights, feedback, and guidance to development teams
• Identify potential compliance issues and raise to management attention
• Provide comprehensive support for client accounts, addressing inquiries, and resolving issues
• Conducting comprehensive market research to identify customer needs, market trends, and competitor offerings
• Participate on compliance conference calls and team meetings
• Supporting new feature launches by assisting demos
• Experienced in defining, documenting and validating process requirements
• Support quality audits and assessments by gathering and organizing relevant data
• Proven Track record of working with data intensive environment with good problem solving and analytical and strong time management skills
• Establish and monitor KPIs to measure the success of operational excellence initiatives

Accomplishments

• [2018] Recipient of Silver Award for Process Improvement proposal and implementation, which resulted in 23% improvements in downtime for access profile designation
• [2019, 2021] Received multiple work-order completions awards for critical delivery of Access and Product Management of CITI based corporate banking customers on time, pre and during the pandemic

• Information security advisory practices, database management and physical security monitoring
• Access management and monitoring
• Installation and maintenance of monitoring tools
• Log volume analysis, report generation and documentation
• Coordinate with different departments to align workplace services with organizational goals
• Real time incident management and reporting
• Assist in ensuring organizational readiness to handle crisis
• Identify opportunities for process improvements in administrative services

Accomplishments

• Received Extra Miler award for exceptional Client Service between 2016-2017
• Exceeded work order turn-around by 12% in 2017