Gardening
Sheeba Grace Robert
Customer Service & Operational Analyst
Chennai,TN
Summary
Hardworking Customer Service Representative with 2.5 years of experience working with NatWest Group. Gained extensive knowledge of online payments and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Customer satisfaction is the most important service we can provide to our community. Achieving customer satisfaction is the key to success in business.
Overview
2
2
Languages
3
3
Certifications
3
3
years of professional experience
Work History
Customer Service & Operational Analyst
NatWest Group
Chennai, Tamil Nadu
08.2018 - Current
- Worked in Agile-driven environment.
- Played a major role in migration of process with cross location.
- Active participant in amalgamation of process which resulted in release of 1 FTE.
- Proposed automation idea worth 1 FTE benefit.
- Generated data of volumes processed by the team through PIVOT and shared the data on daily basis with the team to determine the volume inflow and WIP counts.
- Extended support during contingency period.
- Supported on MI reportings.
- Provided primary customer support to internal and external customers in fast-paced environment.
- As an SME, took ownership of the process and monitored the process without any SLA breaches.
- As an example of leadership, lead 4 major projects and 3 adhoc projects.
- As a team player, supported 5 projects picked by the team.
- Authorized and approved payments(IBP, SBT & EFT) of high values by checking the DP limits.
- Solved complex queries through logical thinking and root cause analysis.
Education
Bachelor of Science - Mathematics
Madras Christian College
East TambaramSkills
Team Player
Leadership
Change Ready
Communication
Agile
Investigation
Microsoft Office
Accomplishments
- Bronze Ovations for supporting major projects.
- Spot ovations for working together, serving customer and doing the right thing.
Certification
Microsoft Office(Basic)
Interests
Music
Reading Books
Timeline
Customer Service & Operational Analyst
NatWest Group
08.2018 - Current
Bachelor of Science - Mathematics
Madras Christian College