Poornima Gayathri V
Assistant Manager Customer Experience
Chennai
Summary
Dynamic banking professional seeking a challenging position in the sector, leveraging strong analytical, risk assessment, communication, and customer service skills. Committed to contributing to organizational success while fostering personal career growth. Proven ability to navigate complex financial environments and deliver exceptional client experiences. Eager to drive results and support strategic initiatives that enhance overall business performance.
Overview
15
15
years of professional experience
Work History
Assistant Manager – Customer Experience (Complaints Team)
HSBC
07.2024 - Current
- To handle and resolve escalated customer complaints within defined turnaround times (TAT).
- Investigate issues by coordinating with relevant departments (operations, risk, etc.).
- Ensure that complaint resolution aligns with company policies, regulatory requirements (e.g., RBI guidelines for banks).
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Ensure professional communication with customers, both written and verbal.
Senior Fraud Officer – Fraud Operations (Card Detection)
HSBC
10.2022 - 07.2024
- Works in inbound calls in verifying the transactions with customers for debit and credit card to identify fraud on customers' card.
- Worked in multiple queues as per process requirement for card detection and ensure to deliver the best service to the customers.
- Actively listen to identify our own customers and fraudsters who act as our customers and ensure the customer accounts are safe with the bank.
- Make sure the customer gets the best service to avoid complaints but if customer is unhappy make sure the feedback or complaint are recorded with detailed memo in timely manner for further investigations.
Quality Analyst - McAfee Technical Support
Sutherland Global Services
08.2014 - 05.2017
- Monitor and review, evaluate, and score open and closed customer issue tickets against established quality assurance instruments and standards.
- Participate, as needed, in calibration sessions, employee communication sessions, and support and communicate business goals, quality standards, processes, procedures, and policies.
- Ensures the team agents adhere to predetermined quality assurance standards, and the business's standard operating procedures.
- Monitor calls to provide feedback regarding telephone etiquette, product information given, and procedures.
- Provides performance expectations, action plans, and development plans to improve call quality.
- Provides accurate and timely reports on a daily, monthly, month-to-date, and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
Sales Subject Matter Expert - Dell DSS
Sitel India
07.2011 - 07.2014
- Ensure the team agents sells warranty when customer is actually required to get the support from the technical support team.
- Educate agents on the importance of Actively listening to the customer to gain the confidence of making the warranty sales to get assistance from the technical support team.
- Monitor agents call and provide active feedback to avoid escalations and explain the importance of first call resolution.
Education
LLM - Business Law
Tamilnadu Dr. Ambedkar Law University
Chennai, TamilnaduPost Graduate Diploma - Criminology and Forensic Science
Annamalai University
Chidambaram, TamilnaduLLB (Hons) - undefined
Bharat Institute of Higher Education and Research
Chennai, TamilnaduMBA - General
Annamalai University
Chidambaram, TamilnaduBA - Human Rights
Annamalai University
Chidambaram, TamilnaduSkills
Operations management
Interests
Travelling
Learning new skills
References
Available upon request.
Personal Information
- Current CTC: 9 Lakhs
- Expected Salary: As per industry standards
- Father's Name: Venketrajan B
- Date of Birth: 08.07.1989
- Gender: Female
- Nationality: Indian
- Marital Status: Unmarried
- Availability: Chennai, Hyderabad, Bangalore
- ID Number: 78072688715
Place
Chennai
Total Work Experience
9+ Years
Preferred Job Location
- Chennai
- Hyderabad
- Bangalore
Industry Type
- Technical support
- Customer Service
- Fraud detection
- UK mortgages
- Appointment fixing for buying property
- Customer Complaints Handling
Personal data processing
I hereby declare that the facts given above are genuine to the best of my knowledge and belief.
Timeline
Assistant Manager – Customer Experience (Complaints Team)
HSBC
07.2024 - Current
Senior Fraud Officer – Fraud Operations (Card Detection)
HSBC
10.2022 - 07.2024
Quality Analyst - McAfee Technical Support
Sutherland Global Services
08.2014 - 05.2017
Sales Subject Matter Expert - Dell DSS
Sitel India
07.2011 - 07.2014
LLB (Hons) - undefined
Bharat Institute of Higher Education and Research
MBA - General
Annamalai University
BA - Human Rights
Annamalai University
LLM - Business Law
Tamilnadu Dr. Ambedkar Law University
Post Graduate Diploma - Criminology and Forensic Science
Annamalai University