Shalini D
Compliance Analyst
Bangalore
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Complaints Management Analyst
Bread Financial (Alliance Data)
Bangalore
01.2021 - 01.2023
- Responsible accurate and timely completion of complaint investigation and resolution of complaints received through non-published channels such as Bank regulatory agencies(CFPB, FDIC), Better Business Bureau, attorneys, executive escalations, client transfers and media channels within an expedited timeframe.
- This includes conducting deep review and analysis of issues involved, obtaining necessary documentation and information from other areas or outside entities, analyzing the situation to determine if any regulatory violations occurred, identifying opportunities for process improvement or customer experience enhancement, determining the root cause of any concerns identified, escalating issues as necessary, making or directing corrective action as needed, and preparing the Bank’s written response to the complaint.
- Continuously working to identify the presence of risk as a result of procedural errors or procedural gaps that are responsible for complaint generation or negative impact to customer experience and escalate appropriately. This includes but not limited to risks associated with: Unfair, Deceptive or Abusive Acts and Practices, Privacy, Fair Lending, Community Reinvestment Act, Servicemember Civil Relief Act and Military Leave Act, customer experience enhancements, error identification (systemic, procedural and associate).
Concentrix Daksh Services India Private Limited
Senior associate , Operations
Banagalore
12.2015 - 02.2020
- Worked for a UK bank called TSB in collections and customer support unit.
- Specialized in both Customer Support Unit and Credit Card collections.
- Got opportunity to mentor new batches in both CSU and collections.
- Dealt with Customer Complaints both Inbound and Outbound and providing remediation as a major role.
- Identified the cause of the complaint and conducted investigation .
- Monitored calls and give feedback to staffs under Performance Improvement Plan and addressed the internal help requirement.
- Helped customers in Budgeting and Planning their monthly payments towards their creditors.
- Assisted Vulnerable customers with special customer support service.
IT Consultant
QSource Global Consulting Pvt Ltd - IBM
Bangalore
06.2015 - 11.2015
- Worked for a US book publishing company called Pearson in the credit card section.
- Order Completion and Processing Order.
- Analyze the contract and Analyzing Purchase Order.
- Specialized in Internal tools used and dealing with Customer Support.
Education
High School Diploma -
Holy Cross School
Bangalore 04.2009 - 03.2010
PUC -
Indiranagar Composite PU College
Bangalore 04.2011 - 03.2012
Bachelor of Business Management -
St. Anne's Degree College For Women
Bangalore 06.2013 - 05.2015
MBA -
St. Joseph's College
Bangalore 06.2018 - 06.2020
Skills
Microsoft Office( Excel, PowerPoint, Word)
Accomplishments
- Promoted as Senior Advisor in 12 months of time at Concentrix
- Was assigned SME position for 2 years and handled 8
different batches. - Winner of incentive program-Mavericks.
- Was part of Llyods-TSB migration phase. Provided various
ideas and suggestions for improving the process. - Cross Trained for 3 different LOBs in the process at Concentrix.
- Was assigned SME position for 2 years and handled 8
different batches at Concentrix. - Best customer experience champ and role model of Concentrix value in the pursuit of Excellence award.
- Best Q3 2019 award in recognition to dedication,enthusiasm & commitment.
- One among six to establish Complaints Management Team in Bangalore at Bread Financial.
Projects
PROJECTS-
An Analysis of performance of SBI Equity Scheme Mutual funds on Anand Rathi.
• Identify the causes why the causes for not making its benchmark in top 10.
• Analyzing the opportunities for betterment.
• Suggestions that SBI MF is concentrating more on introducing the Debt Funds rather than Equity Funds.
Repayment Calculator
• I was in a team responsible to build a repayment Calculator for the products dealt in unsecured collections.
• I was a process expert in the team hence giving information regarding all the products types; features,differences, benefits, relevance, eligibility etc.
• We successfully built the calculator to calculate repayment arrangements on different kind of accounts .
A Study on Inventory Management at HAL
• To understand company's method of keeping accurate financial records.
• HAL's Inventory level and it's capabilities
• To know the company's Inventory status from year 2010-2014.
• Ascertain company's Inventory level and it's scope of profitability.
Timeline
Complaints Management Analyst
Bread Financial (Alliance Data)
01.2021 - 01.2023
MBA -
St. Joseph's College
06.2018 - 06.2020
Concentrix Daksh Services India Private Limited
Senior associate , Operations
12.2015 - 02.2020
IT Consultant
QSource Global Consulting Pvt Ltd - IBM
06.2015 - 11.2015
Bachelor of Business Management -
St. Anne's Degree College For Women
06.2013 - 05.2015
PUC -
Indiranagar Composite PU College
04.2011 - 03.2012
High School Diploma -
Holy Cross School
04.2009 - 03.2010
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