Summary
Overview
Work History
Education
Skills
Timeline
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Shamli S

Shamli S

Communication Trainer
Bangalore

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

7
7
years of professional experience

Work History

Communication Trainer

Infosys BPM Ltd
Bangalore
05.2022 - Current
  • Designed and delivered web-based, self-directed learning materials
  • Provided training programs on Call, Chat and
  • Email etiquette
  • Developed job-specific competencies and performance standards
  • Established and maintained quality control standards through audits and one on one coaching sessions on daily basis
  • Analyzed and evaluated training effectiveness and program outcomes
  • Trained and mentored new personnel hired to fulfill various roles.
  • Trained and mentored 10-30 members in each batch new personnel hired to fulfill various roles

Content Coordinator

Universal Textiles UK, Pertemba
Bangalore
09.2021 - 04.2022
  • Implemented user-friendly and SEO-driven content guidelines
  • Drove accuracy of content through careful fact- checking
  • Grouping: Grouping products according to product code
  • Product Mapping: Finding detailed information about product and updating key features
  • Option Mapping: Finding color, size and dimensions and updating in same
  • Utilized SEO techniques to optimize content for search engine rankings.
  • Managed over 50 customer queries per day..

Transaction Risk Investigator Specialist

Amazon
Bangalore
07.2020 - 07.2021
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
  • Paid attention to detail while completing assignments
  • Transaction Risk Investigator position relies on excellent judgment to plan and accomplish goals and will work under very limited supervision of Manager to eliminate online ecommerce risk
  • The roles are:
  • Researches and evaluates facts surrounding buyer and/or seller transactions
  • Taking appropriate action on investigated transactions based on established SOPs (Standard Operation Principles and tools
  • Documenting their actions by providing detailed annotations
  • Taking necessary actions and enforcements on accounts with buyer abuses by identifying the history and pattern of buying on Amazon
  • 'Managed over 120 cases per day.

Travel Associate

BCD Travel
Bangalore
03.2019 - 06.2020
  • BSP-Billing Settlement Plan is system designed to facilitate flow of data and funds between travel agencies and airlines
  • Settlement of financial transactions between travel agents and Airlines
  • Processing ADM (Agency Debit Memo, ACM (Agency Credit Memo) for UK clients in SAP FIORI
  • Reconciliation of BSP data (Manually create and correct ticket/refund to match with airline data)
  • Processing BA Refunds.
  • Addressed over 100 queries and tickets per day

Senior Process Executive

Infosys BPM Ltd
Bangalore
08.2017 - 11.2018
  • British Telecom Voice Process Inbound – trained on C1 English Speaking Fluency
  • Answering Billing queries, payment queries
  • Resolving Broadband issues, Telephone issues, BT
  • TV issues through troubleshoot steps
  • Take ownership of customer's complaints and take necessary actions to resolve the issue through constant follow-up with the trouble ticket raised and ensuring the same to the customer through outbound calls
  • Being a customer-centric advisor through achieving the best NPS (Net Promoter Score – feedback by customers for resolving their issues in an efficient manner)
  • Investigated basic issues and escalated more complicated concerns
  • Applied effective time management techniques to meet tight deadlines
  • Gained strong leadership skills by managing projects from start to finish
  • Provided professional services and support in a dynamic work environment
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
  • Collaborated with team to measure ongoing process performance, enacting changes based on historical data

Analyst

Deutsch Bank
Bangalore
03.2015 - 09.2016
  • Global Marketing Listed Derivatives,
  • Department (Brokerage)
  • Invoice Generation for all third party executed trades
  • Managing trade reconciliation
  • Investigating incoming queries, resolving them on timely manner
  • Chase clearing broker through calls and emails to collect the outstanding amount
  • Setup calls with brokers weekly or daily to share the updates on aged outstanding
  • Receive payments and book the funds to the respective accounts
  • Monitoring Nostro Account
  • Performing daily tasks as in identifying zero commission trades and finding out rate for the same and fix the issue
  • Preparing of reports to show the monthly accruals and collection of funds from brokers and clients.
  • Cultivated relationships with industry leaders and within company to share tips and information
  • Installed system updates to address vulnerabilities and reduce security issues

Education

Post Graduation - Product Management

Accredian
Online
01.2023 - Current

Bachelor - Commerce

St. Anne's First Grade College For Women
India
05.2011 - 05.2014

PUC - Business Economics

Christel House Pre-University College
Banaglore, India
05.2009 - 05.2011

10th: SSLC -

Christel House India
Bangalore, India
05.2008 - 05.2009

Skills

Excellent Communication

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Timeline

Post Graduation - Product Management

Accredian
01.2023 - Current

Communication Trainer

Infosys BPM Ltd
05.2022 - Current

Content Coordinator

Universal Textiles UK, Pertemba
09.2021 - 04.2022

Transaction Risk Investigator Specialist

Amazon
07.2020 - 07.2021

Travel Associate

BCD Travel
03.2019 - 06.2020

Senior Process Executive

Infosys BPM Ltd
08.2017 - 11.2018

Analyst

Deutsch Bank
03.2015 - 09.2016

Bachelor - Commerce

St. Anne's First Grade College For Women
05.2011 - 05.2014

PUC - Business Economics

Christel House Pre-University College
05.2009 - 05.2011

10th: SSLC -

Christel House India
05.2008 - 05.2009

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