Poornima Soundararajan
Process Specialist
Bengaluru,KA
Summary
Solution-focused professional employs analytical mindset to evaluate and improve current systems Proven success lowering costs and boosting efficiency: Detail-oriented while maintaining understanding of big picture
Overview
13
13
years of professional experience
Work History
Process Specialist
Infosys BPM
Bengaluru
04.2026 - Current
- Handling US Participants Employer Savings Retirement 401K plans
- Handling Queries on Withdrawals, Loan Initiating, Demographic changes, Rollover Assets
- Handling Roth IRA Accounts and Special Tax notice
- I have Achieved 100 % Quality in my nesting period within 3 weeks.
- Received a best Customer service Appreciation call
- Awarded as Best Wall of Frame for the Month of June
- Collaborated with team members to streamline processes, enhancing overall service efficiency.
- Analyzed customer feedback to identify trends and recommend service improvements to management.
Payments Operation Analyst
IG Infotech India Pvt Ltd
Bengaluru
08.2020 - 12.2025
- - Oversaw compliance with business regulations across diverse regions including UK, US, AUS, EUR, ITA, SA, DXB.
- - Directed management of transactions via cards, Apple Pay, and PayPal to optimize deposit limits.
- - Streamlined troubleshooting processes to minimize occurrences of failed deposits and card issues.
- - Managed chargeback resolutions and payment processing via telephone effectively.
- - Oversaw AML checks in payments to ensure compliance and mitigate financial risks.
- - Achieved timely and accurate audits of intraday cashbook postings through diligent reviews.
- - Ensured seamless operations of auto bank postings by validating business rules effectively.
- - Enhanced financial accuracy by systematically updating the unallocated posting sheet with rejected items.
- - Facilitated timely postings from Autorek, contributing to overall financial accuracy.
- - Streamlined ACH deposits and cancellations, minimising potential errors.
- - Optimised processing of BMO returns, significantly enhancing workflow efficiency.
- - Directed processing of high-value checks for cash deposits.
- - Led management of ISA transfers, ensuring strict adherence to compliance standards.
- - Supervised monitoring of pending Italian deposits, facilitating prompt resolutions.
- - Managed deceased client money transfers with a focus on sensitivity and care.
- - Oversaw investigations of alerts generated by screening systems, identifying potential sanctions matches.
- - Documented compliance decision-making processes to ensure adherence to auditing standards.
- - Administered subscriptions and screenings against global and local sanctions lists to maintain compliance integrity.
- - Leveraged advanced analytical tools to investigate transaction patterns, focusing on high-value or off-hours transfers indicative of fraudulent activities.
- - Assisted in enhancing due diligence (EDD) processes for payments focusing on high-risk clients and transactions.
- - Conducted investigations into transaction motivations and origins of funds to ensure compliance.
- - Helped implement monitoring systems to detect and mitigate risks associated with money laundering and fraud.
- - Assisted in executing KYC protocols to verify customer identities for enhanced security measures against financial crimes.
- - Supported customer due diligence (CDD) processes in payments to ensure adherence to regulatory standards and reduce risks related to money laundering and terrorism financing.
Customer Success & Technical Process Specialist
Infosys BPM Pvt Ltd
Bengaluru
12.2018 - 02.2020
- - Improved client retention through targeted outreach programs and strategic marketing campaigns.
- - Served as trusted advisor and thought leader for clients ensuring alignment with their needs.
- - Managed resolution of technical and accounting issues across various account types.
- - Communicated customer insights to management to drive service improvements.
- - Led onboarding efforts by assisting users with site URL setup and options configuration for WebEx.
- - Coordinated cross-functional collaboration amongst Sales, Operations, and Finance teams to support client success.
- - Implemented campaigns focused on zero renewals, adoption, financial retention and win back strategies.
- - Directed user assistance in managing hosts and permissions for Spark and WebEx.
Senior Enrollment Officer
Texila American University and Management Service Pvt Ltd
Coimbatore
12.2016 - 09.2018
- - Achieved sales conversion targets through effective counseling of doctors regarding higher education opportunities.
- - Handled complaints promptly to maintain positive relationships with clients.
- - Processed admissions for qualified doctors into university courses.
- - Provided counseling to students and parents in various states through B2B and B2C initiatives.
- - Organized webinars at educational institutions to increase awareness of university programs.
- - Oversaw partnerships with consultancies, emphasizing student enrollment through commission structures.
- - Awarded Best Performer for excellence in multi-tasking within single role.
Senior Business Development Executive
Infognana Solutions Pvt Ltd
Coimbatore
05.2016 - 09.2016
- - Cultivated strong relationships with individual and business customers to enhance satisfaction.
- - Conducted market research to identify trends and opportunities for growth.
- - Developed presentations for stakeholders that supported key business initiatives.
- - Negotiated contracts with potential clients to secure beneficial agreements.
- - Analyzed competitor strategies to inform market positioning and decision-making processes.
- - Assessed customer data for sales performance trends, creating actionable plans for improvement.
- - Identified improvement areas within existing processes, implementing effective solutions.
Senior Practitioner
Concentrix Daksh Service India Pvt Ltd
Bengaluru
02.2013 - 04.2016
- - Ensured accurate management of overdraft and loan accounts while delivering exceptional customer support.
- - Collaborated with specialized providers to deliver comprehensive insurance solutions, including business and personal coverage.
- - Managed endorsements, renewals, and cancellations upon client requests.
- - Resolved customer complaints promptly, consistently meeting stringent turnaround time requirements.
- - Maintained monthly quality standards at 100%, demonstrating commitment to operational excellence.
- - Achieved quarterly awards for outstanding performance and dedication to service quality.
- - Participated in cross-training initiatives across two processes to enhance skill diversity.
- - Elevated team performance by mentoring individuals on product knowledge and service excellence.
Education
Bachelor of Science - Information Technology
Rathinam College of Arts And Science
Coimbatore01-2010
BTech - Aviation, Hospitality & Travel Management
Franklin Institute of Airhostess Training
Coimbatore01-2011
Diploma - Aviation, Hospitality & Travel Management
Giorgios Finishing School Pvt Ltd
Bangalore01-2012
Skills
Customer Relationship Management
Salesforce Proficiency
Data Analytics
Custom
I hereby declare that the information provided above is true and accurate to the best of my knowledge and I take full responsibility for the authenticity of the details mentioned.
Timeline
Process Specialist
Infosys BPM
04.2026 - Current
Payments Operation Analyst
IG Infotech India Pvt Ltd
08.2020 - 12.2025
Customer Success & Technical Process Specialist
Infosys BPM Pvt Ltd
12.2018 - 02.2020
Senior Enrollment Officer
Texila American University and Management Service Pvt Ltd
12.2016 - 09.2018
Senior Business Development Executive
Infognana Solutions Pvt Ltd
05.2016 - 09.2016
Senior Practitioner
Concentrix Daksh Service India Pvt Ltd
02.2013 - 04.2016
Bachelor of Science - Information Technology
Rathinam College of Arts And Science
BTech - Aviation, Hospitality & Travel Management
Franklin Institute of Airhostess Training
Diploma - Aviation, Hospitality & Travel Management
Giorgios Finishing School Pvt Ltd