Shiva Subramanyam Madha
Hyderabad
Summary
Dedicated and ethical banking professional well-versed in developing long-lasting and productive relationships with customers. Excellent communicator and multitasker with strong planning and conflict-resolution skills making me a "Versatile Team Player" & an excellent "Solution Provider".
Overview
8
8
years of professional experience
Work History
Customer Relations, Loyalty & Banking Associate
HSBC
Hyderabad
09.2022 - Current
- Investigated customer complaints, identified root causes and implemented corrective actions by judging objectively on behalf of the customer as well as the bank to provide just outcomes.
- Efficiently & Promptly communicated via Voice & Non-Voice mediums with the customers, backend teams & business stakeholders to finish the operational tasks in a timely manner & met the promised SLA to the customers consistently.
- Reviewed existing policies and procedures relating to customer complaint management to provide solutions to our customers and proposed changes when necessary.
- Provided excellent inbound Customer Service regarding banking products, Sales & Promotion of a wide range of products that the customers are eligible for.
- Mentoring new hires on Banking, Credit Cards & other Financial Products offered by HSBC whilst maintaining exceptional quality and KPI metrics on the personal front.
Transaction Risk Analyst
Amazon.Inc India
Hyderabad
11.2016 - 09.2018
- Investigated and analyzed transactional data to detect & mitigate critical risk instances and emerging fraud trends in reviews on the products on Amazon.
- Analyzed large volumes of data to identify patterns in fraudulent activities.
- Communicated with both sellers & customers on Amazon.com regarding their grievances; And effectively & efficiently catered to & mitigated their issues via both email & calls in the US, Canada, UK & other English Marketplaces
- Identified manual processes and worked alongside the engineering and tools team to build the proposed automation solutions.
- Worked on escalations and various deep diving projects to understand the trends and improve our standard operating procedures to make them more efficient and worked closely with the business team to get these incorporated in the standard MOs.
- Mentored and trained two subsequent batches of new hires.
Education
Bachelors in Biotechnology -
National Institute Of Technology, Warangal
01.2016
Skills
- Critical Observation & Logical Reasoning Skills
- Excellent Written, Interpersonal & Objection Handling Skills
- Good Prioritizing, Planning & Organizational Skills
- Good awareness & understanding of Compliance, Operational Risks, Process MOs & Quality Metrics
- Quick Learner, versatile and highly adaptive
- Advanced Excel, Macros & Advanced Lookups
- Proficiency in Python, R & SQL
- Six Sigma Basics
Previous Employers
Ex-Amazon
Current Employer
HSBC
Personal Information
Customer Relations & Loyalty Specialist
Timeline
Customer Relations, Loyalty & Banking Associate
HSBC
09.2022 - Current
Transaction Risk Analyst
Amazon.Inc India
11.2016 - 09.2018
Bachelors in Biotechnology -
National Institute Of Technology, Warangal