Poornima Purushothaman
Iyyapanthangal
Summary
To pursue a challenging career and be a part of a progressive organization and team. . Both professional and ethical, where I will have the opportunity to use my skills Abilities and develop professionally through recognition of hard work & achieve success.
Overview
17
17
years of professional experience
Work History
Deputy Manager
HDFC BANK
Chennai
09.2023 - Current
- Responsible for customer escalation handling and leading the team of 6 SME’s.
- Manage escalations for credit cards and related accounts with a team size of 250 members, assisted by 6 subject matter experts.
- Also responsible for roster management and monitoring. Drive continuous focus on process excellence and automation.
- Provide inputs for technology roadmap for tool-development for improving process efficiency, quality and enhanced risk control.
- Enhance customer experience, Revenue growth, Brand Awareness & organize penetration of transaction via IVR and digital platform.
- I have played a crucial role in setting up training programs with defined goals for new joiners to raise the bar.
- Tasked myself in building a culture of empowerment, accountability, creativity and continuous improvement.
- Effectively collaborate with internal support functions such as Training, Admin, HR & IT for running operations 24/7.
- Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues, customer impacting issue etc.
- Ensure rostering, NPS, SLA, annual performance review, quality assurance, compliance, regulatory and legal obligations are met.
- Review weekly performance at a team level and provide constructive feedback towards short/long term goals.
- Responsible for building a high-performance team that will achieve/exceed the goals irrespective of external dependencies.
- Received many Appreciations via Card and Email’s from customers.
- Nominated as star performer of the Team.
SENIOR ESCALATION OFFICER
Standard Chartered Global Business Services Private Limited
Chennai
04.2013 - 03.2019
- Company Overview: Chennai
- Handling irate customer and fixing their issue on the call or on priority basis.
- Customer expectation is met in each call.
- Cross trained in liabilities and handling banking customers as well.
- End to end resolution has been provided to the customers.
- Handling chargeback related queries and prioritizing temporary credit.
- Meantime informing customers to submit the dispute form and supporting documents if any received from merchant.
- Sharing relevant feedback to front end officers for better customer support.
- Reducing the complaints and handling customer’s queries in rapid manner for resolution.
- Allocating jobs and workloads to individual staff members based on their ability.
- Implementing new initiatives and making sure all staff understand them.
- Making sure all tasks given to staff are done on time and to the required standard.
- Establishing team and staff targets as a reflection of the company's objectives.
- Providing accurate information to senior managers on key issues.
- Chennai
- Received many Appreciations via Card and Email’s from customers.
- Nominated as star performer of the Team.
SENIOR ASSOCIATE- Customer Accounting Department
Tata Consultancy Services Private Limited
Chennai
07.2011 - 01.2012
- Company Overview: Chennai
- Processing payments for the past due invoices of the clients sent via fax, email and confirming the same via email/fax.
- Informing regarding the late fees and time limit before the account into the hands of collection agency.
- Tax exemption certificate, payment authorization through credit card/ach account.
- Working on the mails sent by the collection agency regarding the outstanding invoices, account status and thorough knowledge whether the account has to be sent to collection agency depend upon the past history.
- Escalating to the appropriate authorities regarding dispute over outstanding invoices for the payment.
- Respond to the Email request received in the AR central Email inbox within 24 hours.
- Ensuring that month end closing of the books for the respective businesses is done as per the scheduled time.
- Chennai
SENIOR PROCESS ASSOCIATE- BACK-ORDER Management
VWR International
Coimbatore
03.2008 - 07.2010
- Company Overview: Coimbatore
- Worked as a Team Representative for the Intranet Web Designing for VWR Centre.
- Worked as a second level Supervisor for our Team.
- Worked as a Quality Representative for the ISO Program.
- Role changed as a Senior Associate from July 2009.
- Worked as a process trainer in training the new joined associates.
- Worked as a training coordinator in scheduling other centre wise trainings for all the associates in our team.
- Worked as an Audit member for the Internal Audit Team.
- Ensuring that Weekly and Monthly reports are sent on time to the Onshore Supervisor & Centre Business Head.
- Expediting orders from the warehouse if available and searching the alternate items for the customers by placing the orders with the Third-Party Vendors.
- Following up on the orders placed with the Third-Party Vendors and collecting the Proof of delivery.
- Informing the Third-Party Vendors to send the invoices to VWR so that we follow up with the AP department to process payments.
- Coimbatore
- Nominated for the Best Performer Employee Award on May 2009.
- Received Appreciations for top performance continuously during the service.
- Received the ISO Quality Certification & Internal Audit Certification.
Education
Masters in Computer Application -
School of Distance Education Bharathiar University
05.2009
Bachelor Of Computer Science -
Karpagam Arts & Science College Bharathiar University
04.2006
HSC -
Nirmala Matriculation Higher Secondary School
03.2003
Skills
- MS Excel
- Tableau
- MS Word
- Peoplesoft
- CRM
- MS PowerPoint
- CISSCO CCNA
- Sprinkler
- CBCI
- Flexcube
- Finnone and pennents
Hobbies and Interests
- Gardening
- Watching TV & Listening to Music
- Craft Work
Disclaimer
I hereby declare that the above information and documentations are to my knowledge and belief.
Languages
- English
- Telugu
- Tamil
Personal Information
- Date of Birth: 09/04/84
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Timeline
Deputy Manager
HDFC BANK
09.2023 - Current
SENIOR ESCALATION OFFICER
Standard Chartered Global Business Services Private Limited
04.2013 - 03.2019
SENIOR ASSOCIATE- Customer Accounting Department
Tata Consultancy Services Private Limited
07.2011 - 01.2012
SENIOR PROCESS ASSOCIATE- BACK-ORDER Management
VWR International
03.2008 - 07.2010
Masters in Computer Application -
School of Distance Education Bharathiar University
Bachelor Of Computer Science -
Karpagam Arts & Science College Bharathiar University
HSC -
Nirmala Matriculation Higher Secondary School