Reena Solanki
Gurugram
Summary
Dedicated professional with over 11 years of experience in financial services and client handling. Proven expertise in customer service, process improvement, and technical support. Strong ability to manage client interactions, streamline operations, and enhance customer satisfaction. Adept at training teams, process documentation, and employee engagement activities.
Overview
11
11
years of professional experience
Work History
Technical Lead
Fidelity International
Gurugram
01.2014 - Current
- Handled technical issues raised by clients and advisers on multiple platforms.
- Utilized tools like SID, Decibel, ServiceNow, DCM, GFAS, SONATA, and SharePoint.
- Managed the DESBRO process for employers and investment monitoring mailbox.
- Conducted operations and aging reviews for technical processes.
- Developed quality frameworks, process flows, and technical process overviews.
- Led training initiatives, employee engagement activities, and created process-specific reference guides.
Process Lead – Customer Contact Team
Fidelity International
Gurugram
12.2023 - 05.2025
- Supervised client query resolutions and performed quality checks.
- Trained teams on processes and conducted regular update sessions.
- Reviewed high-risk calls and managed internal customer relations mailboxes.
- Drafted SOPs and transitioned non-secure messaging processes.
Content Management Process Lead
Fidelity International
Gurugram
12.2020 - 12.2023
- Managed internal SharePoint for products and services.
- Created and maintained process flowcharts and forms using InfoPath and Visio.
- Identified and implemented workflow optimizations.
Process Specialist
Fidelity International
Gurugram
12.2018 - 12.2020
- Led projects to improve turnaround time (TAT) for broker queue queries.
- Developed standard operating procedures (SOPs) with version control.
- Identified process improvements and implemented new workflows.
Senior Customer Service Associate
Fidelity International
Gurugram
01.2016 - 12.2018
- Managed non-complex queries and served as a backup for the team leader.
- Worked on operations and GPS team projects.
- Provided support in training and development programs.
Customer Service Associate
Fidelity International
Gurugram
01.2014 - 12.2015
- Assisted UK-based clients with financial plan options and enrollments.
- Provided plan-specific guidance and handled customer queries.
- Made outbound calls to clients as required.
Education
Bachelor of Arts -
Delhi University
Delhi06-2010
Skills
- Customer Service & Client Handling
- Process Improvement & SOP Development
- Technical Issue Resolution
- Financial Plan Assistance
- Training & Employee Engagement
- Operations & Quality Review
- Workflow Optimization & Process Documentation
Timeline
Process Lead – Customer Contact Team
Fidelity International
12.2023 - 05.2025
Content Management Process Lead
Fidelity International
12.2020 - 12.2023
Process Specialist
Fidelity International
12.2018 - 12.2020
Senior Customer Service Associate
Fidelity International
01.2016 - 12.2018
Technical Lead
Fidelity International
01.2014 - Current
Customer Service Associate
Fidelity International
01.2014 - 12.2015
Bachelor of Arts -
Delhi University
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