Pornima Kamble
Operational client and customer service specialist
Mumbai
Summary
Dynamic detail-oriented Account Specialist focused customer service and operations expert with proven success in BFSI, automotive, and global support domains. Known for managing high-volume, high-pressure environments with a relentless focus on customer satisfaction, regulatory compliance, and workflow efficiency. Adept at leading cross-functional teams, reducing losses, and elevating CSAT to 95%+ across global. Maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about practices and documentation requirements.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Account Specialist II - Claims IM
JP Morgan Chase & Co
Mumbai
08.2023 - 01.2024
- Managed 12,000+ complex claims annually, delivering high-level support to retail banking customers and ensuring timely resolution with strict adherence to Visa and financial compliance requirements.
- Analyzed claim trends and collaborated with core internal teams to implement process improvements, leading to an 18% reduction in high-dollar claims losses.
- Aligned workflows across domestic and offshore teams of 50+ members, ensuring consistent service delivery and process standardization.
- Facilitated communication between onshore and offshore teams, driving alignment on internal procedures and regulatory updates.
- Maintained confidentiality and compliance while handling sensitive financial data, achieving a 98% compliance audit score.
- Proactively identified and addressed process gaps, streamlining operations and exceeding customer satisfaction KPIs (CSAT consistently above 95%).
Process Associate
Tata Consultancy Services
Mumbai
02.2022 - 05.2023
- Provided end-to-end support for Citi Bank credit card customers, handling more than 10,000+ US customer complex and general queries annually.
- Resolved complex customer issues, ensuring compliance with banking regulations and service standards, contributing to a 98% compliance audit score.
- Played a key role in aligning internal process requirements, enhancing workflow efficiency across teams and reducing average case resolution time by 17%.
Senior Customer Service Executive
Teleperformance
Mumbai
08.2020 - 12.2020
- Resolved food delivery issues via chat and telecommunication support for US-based customers.
- Delivered high-quality service across a fast-paced environment, ensuring customer satisfaction.
Operations Executive - Premium Vehicles
CarWale.com
Mumbai
09.2019 - 05.2020
- Achieved a 20% increase in quarterly sales volume, surpassing annual sales targets by 15% through high-value sales to premium automotive clients.
- Delivered personalized service and post-sale support to Potential leads, resulting in a 40% rate of repeat business and referrals on Website.
- Developed strong customer relationships, consistently achieving customer satisfaction scores above 95%.
- Coordinated with internal teams and dealerships Pan India to streamline sales and delivery processes, reducing delivery timelines by 20%.
Education
Master of Science - Integrated B.Sc.-M.Sc. in Bioanalytical Sciences
Mumbai University
India03.2018
Higher Secondary - Science
Atomic Energy Junior College (BARC)
India03.2013
Skills
Customer Experience & Escalation Management
Workflow Optimization & Process Excellence
SLA & Audit Compliance (Visa/BFSI)
CRM Tools & Case Handling (BFSI/Auto/BPO)
Onshore-Offshore Coordination & Training
KPI-Driven Performance & Risk Mitigation
Excellent communication
Problem solving
Excel
Operational Excellence Projects
Standardized best practices, excellent communication and negotiating skills, increasing CSAT by 98% and cutting customer escalations.
Research and documentation
Structured, detail-oriented enthusiast with a strong passion for research and documentation. Adept at investigating complex topics, extracting valuable insights, and presenting findings in clear, compelling formats. Skilled in transforming technical or niche information into well-organized reports, guides, and articles that enhance understanding and drive informed decision-making.
Timeline
Account Specialist II - Claims IM
JP Morgan Chase & Co
08.2023 - 01.2024
Process Associate
Tata Consultancy Services
02.2022 - 05.2023
Senior Customer Service Executive
Teleperformance
08.2020 - 12.2020
Operations Executive - Premium Vehicles
CarWale.com
09.2019 - 05.2020
Master of Science - Integrated B.Sc.-M.Sc. in Bioanalytical Sciences
Mumbai University
Higher Secondary - Science
Atomic Energy Junior College (BARC)