Shilpa Masilamani
Chennai
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Customer Service Operation Analyst
Natwest Business Services Pvt Limited
Chennai
08.2022 - Current
- Monitored performance indicators such as KPIs and SLAs in order to assess effectiveness of operations teams.
- Enhanced customer satisfaction by improving operational efficiency and response times.
- Created reports and dashboards to track progress against goals and objectives.
- Coordinated with various departments to streamline operations and enhance workflow.
- Analysed and documented operational processes to identify areas of improvement.
- Collaborated with stakeholders across departments to develop comprehensive solutions that meet business needs.
- Participated in meetings with internal and external teams regarding operational matters.
- Conducted quality assurance checks to maintain high standards of service.
- Implemented new procedures to streamline existing processes and improve efficiency.
- Identified operational and performance issues and worked with managers to resolve concerns.
- Prepared and reviewed operational reports and schedules to ensure accuracy.
- Implemented risk management strategies to minimize potential operational disruptions.
Customer Support Operation Analyst
Natwest Business Services Pvt Limited
Chennai
01.2020 - 07.2022
- Completed day-to-day duties accurately and efficiently.
- Worked with cross-functional teams to achieve goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked effectively in team environments to make the workplace more productive.
- Identified opportunities for automation within operational workflows.
- Managed daily operational tasks to ensure company efficiency and productivity.
Education
MBA - Financial Management
University Of Madras
Chennai01-2020
Bachelor of Science - Plant Biology
Madras Christian College
Chennai07-2017
Skills
- Operational reporting
- Quality assurance
- Time management
- Cross-functional collaboration
- Customer service
- Stakeholder engagement
- Process improvement
- Risk management
- Problem solving
- Presentation skills
- Operational efficiency
- Cross-functional communication
- Written communication
- Microsoft PowerPoint
Accomplishments
- Achieved best performer award for continuous 3 quarters.
- Recognized by Onshore stake holder for solving a customer complaint within short span of time.
- Been an SME for 4 processes and trained a team of 12 people.
Languages
Tamil
First Language
English
Proficient (C2)
C2
Certification
- Certified in Power BI basics.
- Certified in Python Basics.
- Certified in Basic Banking program.
Timeline
Senior Customer Service Operation Analyst
Natwest Business Services Pvt Limited
08.2022 - Current
Customer Support Operation Analyst
Natwest Business Services Pvt Limited
01.2020 - 07.2022
MBA - Financial Management
University Of Madras
Bachelor of Science - Plant Biology
Madras Christian College
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