Pasupathy Kumar
Chennai
Summary
Strategic professional with over 13 years of rich and extensive experience in Customer Support which includes and 10 Years experience in US Mortgage Servicing and 3 years experience AML/KYC and Operations Management.
Service-oriented Telemarketer with passion for providing excellent customer service. Friendly, personable and always professional under pressure. Known for thriving in fast-paced and busy environments.
Overview
19
19
years of professional experience
Work History
Team Leader
Tata Consultancy Services Limited
08.2007 - 04.2020
- Managed the servicing team to respond and provide solution for the customer's queries from various verticals like Payments, Credit disputes, Demographics, default, release
- Ensured meeting daily SLA, queue management and GL reconciliation; coordinated weekly meetings for internal and clients, interacting with all levels of management
- Prepared Daily/Weekly/Monthly and Quarterly MIS reporting for the Clients and ensure the timeliness, accuracy and completeness of the reporting
- Monitored employee performance and trained team members in successful strategies to meet their monthly targets
- Understanding of the end-to-end KYC process in different client types; supporting the day-to-day management of the KYC process to renew KYC records with regulatory standards and within SLA
- Submitted reports to senior management to aid in business decision-making and planning
- Coordinated weekly meetings for internal and clients, including teleconferences and video conferences, interacting with all levels of management.
- Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Generated leads and established relationships with potential customers through outbound telephone calls.
Order Processing Senior Associate
Dell International Services
04.2006 - 08.2007
- Created Quotes and invoicing documents with accurate customer information, destination and materials information to meet shipper standards and identify any hazardous contents.
- Developed extensive knowledge of products and services to better assist customers.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
Assistant Accountant
A.B. Components
01.2003 - 03.2006
- Monitored status of accounts receivable and payable to facilitate efficient processing and performed basic daily bookkeeping tasks.
Marketing Executive
Rajshree Inc
10.2001 - 12.2002
- Monitored sales team performance, analyzed sales data and reported information to Area Managers
- Developed campaigns and specific marketing strategies for clients
- Identified new clients, developed new business opportunities and presented product lines to customers.
Education
BBA -
V.M.K.V Arts & Science College
Salem, Tamil Nadu01.2001
P.G.Diploma in Computer Application -
IFG-ACE
Salem, Tamil Nadu01.2001
Higher Secondary Certificate (HSC) -
Govt. Hr. Sec. School
Pothanur, Namakkal01.1998
Secondary School Leaving Certificate (SSLC) -
Govt. Hr. Sec. School
Pothanur, Namakkal01.1996
Skills
- Credit Proposal/ Risk Assessment
- Transaction Monitoring
- Strategic Risk Management
- Anti Money Laundering / KYC
- Cross-functional Coordination
- Escalation Management
- Continuous Improvement
- MS Office and Operating Systems
- C, C
- Visual Basic
- Analytical Problem Solving
- Outbound Sales
- Salesforce
- Social Media Outreach
- Email Etiquette
Languages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Kannada
Beginner (A1)
Accomplishments
- Led critical AML and Compliance projects such as Sales Practice through continuous engagement with key stakeholders globally as per stringent global Sanctions/PEP, AML and Anti-Bribery & Corruption policies.
- Awarded for the “Best Team Performance” for Sales Practice in Tata Consultancy Services.
- Best Team Lead in CitiKYC”Awards in Tata Consultancy Services.
- Led successfully and completed the onboarding process and trainings for new hires for Citimortgage Process Migration in Tier II (Gandhi Nagar, Gujarat).
Timeline
Team Leader
Tata Consultancy Services Limited
08.2007 - 04.2020
Order Processing Senior Associate
Dell International Services
04.2006 - 08.2007
Assistant Accountant
A.B. Components
01.2003 - 03.2006
Marketing Executive
Rajshree Inc
10.2001 - 12.2002
BBA -
V.M.K.V Arts & Science College
P.G.Diploma in Computer Application -
IFG-ACE
Higher Secondary Certificate (HSC) -
Govt. Hr. Sec. School
Secondary School Leaving Certificate (SSLC) -
Govt. Hr. Sec. School
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