SIDDHARTH SHANKAR
Subject Matter Expert-Back Office Executive
New Delhi
Summary
Result-driven MBA Finance graduate eager to utilize expertise in financial processes, organizational strategies, and multitasking currently working as a Back Office Executive to enhance operational excellence.
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements, and stakeholder engagement procedures to align with strategic goals.
Overview
7
7
years of professional experience
2026
2026
years of post-secondary education
2
2
Languages
Work History
Subject Matter Expert-Back Office Executive
EXL Service Ltd.
01.2021 - Current
- Delivered exceptional customer service to UK clients by resolving inquiries via phone and email.
- Acted as SME on UK utilities processes, guiding clients and team members.
- Improved operational efficiency through collaboration with UK clients and process optimization.
- Managed team operations in the absence of the Team Manager, offering support and resolving issues.
- Leveraged SAP ISU for appointment booking, billing, and device-related issue resolution.
- Ensured accurate customer billing based on actual and predicted usage.
- Created and maintained SOPs for client-facing processes.
- 4 years of Back-Office/Customer Service experience in utilities (electricity, gas, water).
- Strong analytical and problem-solving skills with a focus on root cause identification.
- Proficiency in SAP ISU for billing, data entry, and appointment management.
- Excellent organizational skills, multitasking, and time management.
- Effective communication and team collaboration abilities.
- Experience in developing SOPs and driving process improvement.
- Pinnacle Performance Award recipient.
- Skills: Expertise in Back Office Operations, Backend, Production, Quality Auditing, Training, MIS, and Subject Matter Expertise.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
Associate Intern
Tech Mahindra Ltd.
10.2018 - 04.2019
- Handled diverse customer queries effectively, including billing issues, plan details, network concerns, and international travel-related inquiries.
- Managed over 80 calls daily, demonstrating excellent multitasking, time management, and stress-handling abilities.
- Delivered excellent customer service by providing clear, concise, and helpful solutions, ensuring customer satisfaction and retention.
- Resolved complex issues efficiently, utilizing analytical skills and in-depth process knowledge to provide timely solutions.
- Excelled in verbal communication, building rapport with clients, and explaining technical information in an easily understandable manner.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Maintained status reports for client projects.
Education
MBA - Finance
University of Delhi
New Delhi, India09-2025
B. Com - Commerce
University of Delhi
New Delhi, India 04.2020 - 12.2020
Class 12 - CBSE Board
Government Boys Higher Secondary School
New Delhi, India 01.2017 - 12.2017
Class 10 - CBSE Board
Government Co-Ed Secondary School
New Delhi, India 04.2015 - 12.2015
Skills
Analytical & Problem-Solving
Strategic & Critical Thinking
Communication Skills
Training & Mentoring
Operations & Process Management
Digital & Technical Skills
Risk & Compliance Awareness
Teamwork & Collaboration
Time & Task Management
Client & Sector Expertise
Attention to Detail
Decision Support & Execution
Personal Competencies
- Skilled in MS Office Suite (Excel, Word, PowerPoint) for data analysis, reporting, and presentations.
- Expertise in accurate data entry, data cleaning, and maintaining data integrity.
- Proficient in Salesforce and Zoho for customer relationship management, tracking leads, and sales data.
- Strong written and verbal communication, delivering clear and professional interactions.
- Adept at problem-solving, issue resolution, data analysis, and informed decision-making.
- Highly organized with effective time management and multitasking abilities.
- Collaborative team player with experience working across departments.
- Flexible and quick to adapt to changing priorities and new skills.
- Detail-oriented, ensuring accuracy and minimizing errors.
- Upholds confidentiality and ethical standards in handling sensitive information.
Certificate
Certifications & Virtual Experiences
- Audit Virtual Experience – Ernst & Young (EY)
Gained foundational knowledge of audit procedures, risk assessment, and financial reporting under real-world scenarios through a virtual simulation. - Data Analytics Virtual Internship – Deloitte Australia
Developed practical skills in data cleaning, visualization, and analytics reporting using Excel and Tableau. Focused on deriving insights to support audit and business decisions. - Sales & Trading Global Markets Virtual Experience – Bank of America
Explored market strategies, trade execution, and client engagement in a front-office investment banking environment. Built understanding of fixed income and equities markets.
Timeline
Subject Matter Expert-Back Office Executive
EXL Service Ltd.
01.2021 - Current
B. Com - Commerce
University of Delhi
04.2020 - 12.2020
Associate Intern
Tech Mahindra Ltd.
10.2018 - 04.2019
Class 12 - CBSE Board
Government Boys Higher Secondary School
01.2017 - 12.2017
Class 10 - CBSE Board
Government Co-Ed Secondary School
04.2015 - 12.2015
MBA - Finance
University of Delhi