RUCHIRA NITESH SHAH
Pune
Summary
Detail-oriented fintech professional with over 3 years of experience in customer grievance management and regulatory compliance. Expertise in conducting customer account reviews, fraud prevention, and risk assessment. Investigates concerns, collaborates with cross-functional teams, and delivers effective resolutions, ensuring a customer-centric focus.
Overview
3
3
Languages
1
1
Certification
7
7
years of professional experience
Work History
Escalation Specialist
FPL Technologies
09.2022 - Current
- Handled customer grievances and regulatory complaints to ensure compliance with company policies and RBI guidelines, maintaining customer trust.
- Collaborated with internal teams to resolve customer account and transaction-related concerns effectively.
- Investigated customer-reported fraudulent transactions, resolving fraud-related cases to protect customer assets.
- Performed risk assessments and reviewed customer account activities to identify discrepancies and potential issues.
- Demonstrated strong ownership and problem-solving skills while handling sensitive and high-priority cases.
- Maintained accurate documentation of customer cases and investigations.
- Collaborated with stakeholders to streamline operational processes and enhance customer experience through efficient issue resolution.
- Adapted quickly to evolving fintech processes and regulatory requirements.
- Contributed to innovative fintech startup initiatives
Associate
Capita Pvt. Ltd.
11.2019 - 01.2022
- Delivered chat-based customer support, resolving customer queries to enhance satisfaction.
- Upheld service quality standards, contributing to improved customer satisfaction.
- Managed customer interactions professionally and adhered to operational procedures.
Customer Support Associate (Voice Process)
WNS Pvt. Ltd.
03.2019 - 09.2019
- Resolved customer concerns promptly, enhancing satisfaction and loyalty.
- Strengthened communication and analytical skills through direct customer interactions.
- Handled customer complaints calmly and professionally, providing positive solutions to uphold company reputation.
- Addressed customer service enquires quickly and accurately.
- Resolved customer queries over phone and by email.
Education
Bachelor of Commerce -
Pune University
01-2015
Skills
- Fraud investigation
- Regulatory complaint management
- Account risk assessment
- Due diligence
- Escalation handling
- Process improvement
- Process Improvement
- Project coordination
- Analytical skills
- Problem resolution
- Stakeholder collaboration
- Cross-Functional Collaboration
- Time-sensitive prioritisation
- MS Office Suite
- Grievance management
- Customer focus
- Team Collaboration
- Adaptability & Quick Learning
- Attention to detail
- Analytical and critical thinking
- Problem-Solving Skills
- Leadership
- Team building
- Communication skills
- Team Collaboration
Certification
Diploma in Office Automation and Information Technology
Languages
English
Hindi
Gujarati
Custom
- Reading
- Badminton
Interests
- Painting
- Travelling
- Binge watching
Timeline
Escalation Specialist
FPL Technologies
09.2022 - Current
Associate
Capita Pvt. Ltd.
11.2019 - 01.2022
Customer Support Associate (Voice Process)
WNS Pvt. Ltd.
03.2019 - 09.2019
Bachelor of Commerce -
Pune University