Sarath Sakthikumar
Chennai
Summary
Experienced banking professional specializing in credit card services and customer support with over 2 years in the industry. Expertise in managing escalations, effective email communication, and optimizing shift operations. Demonstrated success in resolving customer complaints and enhancing team performance. Actively seeking roles in Australia’s financial services sector to utilize analytical and leadership strengths.
Overview
3
3
years of professional experience
Work History
Escalation Representative
Wells Fargo
09.2024 - Current
- Conducted comprehensive analysis of customer service interactions to identify dissatisfaction and compliance issues.
- Maintained a high level of quality assurance throughout the escalation process.
- Employed complaint recognition frameworks and keyword filtering to highlight content requiring escalation.
- Developed structured case reports summarizing issues, customer sentiment, and escalation rationale.
- Collaborated with cross-functional departments to route complaints to appropriate resolution channels.
- Maintained meticulous documentation for internal audits and service quality improvements.
- Documented detailed reports of all escalations and resolutions.
Assistant Manager – Sales & Service
Axis Bank
03.2023 - 09.2024
- Utilized live dashboards and real-time workforce management tools to schedule agent shifts and track attendance efficiently.
- Conducted performance monitoring to identify service gaps and adjust staffing proactively for optimal SLA adherence.
- Provided mentorship and coaching to new and experienced agents to align team performance with service excellence goals.
- Resolved high-priority escalations through phone and email, ensuring empathetic communication with 90% zero follow-up required.
Phone Banking Officer – Credit Card Services
Citi Bank
02.2022 - 02.2023
- Provided customer support through voice and email, ensuring efficiency and professionalism in all interactions.
- Managed high-value accounts, resolving service escalations with emphasis on first-contact resolution.
- Identified cross-sell opportunities, recommending relevant products to meet customer needs and support revenue targets.
- Educated clients on bank products, services, and digital banking tools available.
- Utilized problem-solving skills to identify customer issues quickly and accurately.
Education
MBA - Systems & Operations Management
Jain University
India01.2024
Bachelor of Commerce - Corporate Secretaryship
A.M. Jain College
Chennai, India01.2021
CBSE Schooling - Commerce Stream
PSBB Millennium School
Chennai, IndiaSkills
- Risk management and transaction monitoring
- Team leadership and scheduling
- Microsoft Office proficiency
- Forensic accounting and fraud detection
- Escalation resolution and communication etiquette
- Customer service
- Issue resolution
- Complaint management
Languages
Tamil (Native), English (Fluent), Hindi (Conversational)
Hobbies and Interests
Football, Table Tennis, Cinema & Storytelling
Timeline
Escalation Representative
Wells Fargo
09.2024 - Current
Assistant Manager – Sales & Service
Axis Bank
03.2023 - 09.2024
Phone Banking Officer – Credit Card Services
Citi Bank
02.2022 - 02.2023
MBA - Systems & Operations Management
Jain University
Bachelor of Commerce - Corporate Secretaryship
A.M. Jain College
CBSE Schooling - Commerce Stream
PSBB Millennium School
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