Raman Upmanyu
New Delhi
Summary
Dynamic client support specialist with a proven track record at S&P Global Market Intelligence, excelling in data integration and workflow management. Adept at enhancing operational efficiency and client satisfaction through innovative solutions. Strong analytical skills combined with effective communication foster impactful results in fast-paced environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Support Specialist
S&P Global Market Intelligence
Gurugram
11.2024 - Current
- Experienced client support professional with a strong background in onboarding, account management, and data management. Proficient in data analysis, escalation management, and process improvement, with a proven ability to implement scalable solutions that meet business objectives. Demonstrates a consistent track record of delivering impactful results in fast-paced environments and aligning operations with corporate strategy.
- Manage lifecycle workflows for syndicated loans, bonds, and asset-backed instruments across multiple global clients, ensuring timely execution of corporate actions, settlements, and reconciliations.
- Actively involved in direct lending, mezzanine financing, CLO operations, and reporting on diverse investment portfolios for institutional clients.
- Utilize platforms including Advent Geneva, ClearPar, Markit, and advanced Excel to process transactions, perform reconciliations, integrate data, and generate risk and reports.
- Current Significant Responsibilities:
- Manage global clients on a syndicated platform, optimizing and enhancing settlement operations while serving as a subject matter expert.
- Oversee dedicated client accounts, including Brandywine Global Investment Management, LLC, Ellington Management Group, LLC; Pzena Investment Management, LLC, Radcliffe Capital Management, L.P., MUFG Investor Services, the National Bank of Canada, Freedom 3 Capital, AGL Credit Partners.
- Handle client onboarding, daily account management, and data management tasks across multiple accounts.
Senior Associate
BT Global Business Services Pvt Ltd
Gurugram
01.2021 - 09.2024
- Managed back-end accounts, resolving order failures and enhancing customer satisfaction.
- Supervised a team to deliver real-time support and improve operational efficiency.
- Provided customer support via email, addressing inquiries and issues promptly.
- Compiled and presented data reports to inform decision-making processes.
Senior Customer Service Representative
Concentrix
02.2020 - 09.2020
- Provided prompt assistance to team members regarding billing inquiries.
- Conducted audits of team performance to ensure adherence to NPS and key metrics.
Customer Service Executive
Convergys India Pvt Limited
08.2019 - 01.2020
- Resolved billing inquiries for multiple customers through live chat support.
- Provided timely assistance to enhance customer satisfaction with billing issues.
- Managed three concurrent live customer interactions to ensure efficient resolution of queries.
Education
B.Com -
Himachal Pradesh University
Chamba, Himachal Pradesh 05.2019
Skills
- ClearPar and Wall Street Office (WSO)
- IHS Markit
- Advent reporting
- Loan syndication platforms
- Client onboarding
- Client service excellence
- Client Data analysis
- Microsoft Excel, Outlook, and Teams
- Data integration and cleansing
- Multitasking Capability
- Organizational skills
- Workflow management
- Team leadership
- Time management
- Problem solving
- Customer account managemenp
Languages
English Native, Hindi Native
Projects
Indian Banking System and Study of Home Loans, A comprehensive study on the Indian banking sector and specific loan offerings, Understanding the evolution of the Indian banking system since independence, Conducted a study on home loan schemes offered by HDFC bank to highlight consumer perception regarding its home loans and associated services using both secondary and primary methodologies
KEY ACHIEVEMENTS
- Order Failure Reduction: Reduced order failures by 30% through proactive customer support and process enhancements.
- High NPS Rating: Enhanced team performance by maintaining a 95% NPS rating over 6 months.
- Real-Time Team Leadership: Led a team for real-time support, achieving a 25% faster resolution rate.
- Efficient Multi-tasking: Managed to handle 3 live chats simultaneously, achieving a 40% increase in resolution efficiency.
Core Competencies
- Asset Servicing | Loan Servicing | Securitized Products | CLOs | Direct Lending
- Stakeholder Collaboration | Client Communications (Email, Phone)
- Data Integration & Management | Accuracy & Regulatory Compliance
- Multinational Teamwork | Process Improvement | High Integrity & Accountability
- Relationship Building with Global Partners | Innovative Problem Solving
Additional Information
- Recognized for exceptional delivery in high-volume, deadline-driven environments.
- Demonstrated intellectual curiosity and continuous skills advancement through ongoing professional certifications and cross-functional projects.
- High ethical standards and proven track record for integrity in all professional dealings.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Certification
- WSO | WSO Global Activity Training Program | WSO Ops
- WSO | Trades Assessment - Level 1 | WSO Ops
- WSO | Introduction to Syndicated Loans | WSO Ops
- PowerPoint: Designing Better Slides
- Bracketology Club: Using March Madness to Learn Data Science
- Creating and Giving Business Presentations
- Excel 2021 Essential Training (Office 2021/LTSC)
- Learning Excel 2019
Accomplishments
- Best Performer with Concentrix
- Best performer with BT Group for 3 consecutive years
Timeline
Client Support Specialist
S&P Global Market Intelligence
11.2024 - Current
Senior Associate
BT Global Business Services Pvt Ltd
01.2021 - 09.2024
Senior Customer Service Representative
Concentrix
02.2020 - 09.2020
Customer Service Executive
Convergys India Pvt Limited
08.2019 - 01.2020
B.Com -
Himachal Pradesh University
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