RESHMA A
Business Immigration Analyst
Ernakulam
Summary
Business professional with comprehensive background in analyzing complex data to drive strategic initiatives. Known for enhancing operational efficiency and supporting decision-making processes through detailed analysis. Highly collaborative team member focused on achieving results and adapting to dynamic business needs. Proficient in process improvement.
Overview
7
7
years of professional experience
1
1
Certification
4
4
Languages
Work History
Business Analyst
Fragomen Immigration Services India Pvt. Ltd
01.2022 - 04.2025
- Application Review: Analyze and evaluate immigration applications.
- Use statistical methods to analyze immigration trends and data to support policy recommendations.
- Provide guidance to individuals, organizations, or government bodies regarding immigration procedures and regulations.
- Prepare reports and legal documents.
- Manage individual cases, including tracking status, preparing reports, and communicating with applicants.
- Work with legal teams, government agencies, and community organizations.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Engage in outreach activities to inform the public about immigration processes and resources.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
Associate CS Internet
Sutherland Global Services
02.2019 - 06.2022
- Responded to high-volume customer inquiries via phone, email, and chat, ensuring prompt and professional communication.
- Resolved product, order, delivery, and account-related issues with a focus on first contact resolution (FCR).
- Handled returns, refunds, replacements, and escalation processes in accordance with company policies and procedures.
- Maintained detailed records of customer interactions, ensuring accurate data entry and case follow-up.
- Collaborated with cross-functional teams (logistics, technical support, billing) to resolve complex issues efficiently.
- Met or exceeded key performance indicators (KPIs) including Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and Quality Assurance metrics.
- Delivered personalized solutions while maintaining a customer-centric mindset in a fast-paced environment.
- Adapted to frequent process updates and policy changes to ensure compliance and consistency in service delivery.
- Utilized internal tools and resources to troubleshoot and guide customers through self-service options.
- Demonstrated strong time management and multitasking abilities while handling multiple chats or calls simultaneously.
Associate
Randstad India Pvt. Ltd
09.2018 - 02.2019
- Resolved product or service issues by clarifying customer concerns, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
- Assisted clients with account-related queries such as updates, billing issues, service changes, or documentation requests.
- Followed company protocols and compliance guidelines to ensure high-quality service delivery. Documented customer interactions, transactions, comments, and complaints.
- Stay up to date with product knowledge, company updates, and customer service best practices.
Actively contributed to process improvement initiatives and suggest enhancements to customer experience. - Met or exceeded key performance indicators (KPIs), including response time, resolution time, customer satisfaction scores, and call handling metrics.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Education
Bachelor - Computer Science And Engineering
Govt. RIT Engineering College
Kottayam, Kerala 04.2001 -
Skills
- Analytical problem-solving
- Python programming
- Effective requirements analysis
- Meticulous attention to detail
- Data-driven decision making
- Project management
- Excel proficiency
- Business process improvement
- AML and KYC procedures expertise
- Fraud detection
- Risk management assessment
Certification
PowerBI, AML and KYC certification
Avocations
- Singing
- Paper crafting
Timeline
PowerBI, AML and KYC certification
01-2025
Business Analyst
Fragomen Immigration Services India Pvt. Ltd
01.2022 - 04.2025
Associate CS Internet
Sutherland Global Services
02.2019 - 06.2022
Associate
Randstad India Pvt. Ltd
09.2018 - 02.2019
Bachelor - Computer Science And Engineering
Govt. RIT Engineering College
04.2001 -
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