Simi Kunnathully
Credit Card Multi- Channel Expert
Bur Dubai
Summary
Dynamic customer service and operations leader with over 10 years of experience in the banking industry, specializing in credit card portfolio management, client servicing, and effective escalation handling. Proven track record in managing large teams while driving process improvements and ensuring strict compliance with regulatory standards. Recognized for excellence in service delivery, sales, and quality assurance through multiple leadership awards. Committed to fostering a culture of high performance and continuous improvement to enhance customer satisfaction and operational efficiency.
Overview
11
11
years of professional experience
2
2
Certifications
4
4
Languages
Work History
CHIEF MANAGER – PORTFOLIO MANAGEMENT & SALES (CREDIT CARDS CONTACT CENTRE)
IndusInd Bank
Mumbai
07.2020 - 01.2022
- Led a 20-member team, enhancing quality performance scores through structured training and audits.
- Drove outbound sales productivity by 150%, increasing campaign revenue by 20% month over month.
- Implemented process improvements, ensuring compliance and service excellence.
- Reduction in error by 5% year-on-year.
- Increased revenue generation by identifying new business opportunities and expanding existing client relationships.
- Monitored competitor activity closely, using insights to devise strategies for maintaining a competitive edge in the industry.
- Spearheaded major projects from inception through completion, consistently meeting deadlines while staying within budget constraints.
- Established strong relationships with key stakeholders, ensuring timely delivery on projects and customer satisfaction.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
CHIEF MANAGER- CORRESPONDENCE UNIT & GRIEVANCE REDRESSAL
IndusInd Bank
Mumbai
12.2019 - 06.2020
- Directed resolution of high-priority escalations across multiple banking channels.
- Strengthened service delivery by coordinating with senior stakeholders to resolve issues within the SLA.
- Managed a team of professionals to achieve organizational goals and maintain high productivity levels.
- Implemented effective training programs to enhance employee skills and improve overall job satisfaction.
MANAGER – CORRESPONDENCE UNIT (CREDIT CARDS CONTACT CENTRE)
IndusInd Bank
03.2017 - 11.2019
- Supervised quality audits for inbound and outbound communication, improving accuracy by 15%.
- Trained new hires (OJT batches) on product knowledge, processes, and professional communication.
- Delivered refresher training, ensuring consistent adherence to updated guidelines.
- Effective management of customer complaints involves measuring TAT, and driving timely closures of SR's.
- Accomplished multiple tasks within established timeframes.
TEAM LEADER – PORTFOLIO ACTIVITIES (CREDIT CARDS – SERVICE)
IndusInd Bank
Mumbai
06.2015 - 03.2017
- Developed an efficient tracking mechanism for campaign productivity and sales reporting.
- Launched new sales channels and processes aligned with business objectives.
- Monitored quality assurance, reducing error rates, and improving customer satisfaction.
SR. CUSTOMER SUPPORT ASSOCIATE – OPERATIONS
IndusInd Bank
Mumbai
10.2013 - 06.2015
- Handled inbound customer queries and escalations, ensuring resolution within defined TAT.
- Maintained quality parameters, and contributed to the achievement of team performance goals.
- Handled inbound customer service for credit card operations, with strict adherence to quality standards.
- Provided escalation support and resolved customer complaints effectively.
- Achieved targets consistently while ensuring superior service delivery.
CUSTOMER SUPPORT ASSOCIATE
IBM Daksh
Mumbai
04.2011 - 10.2013
- Handled inbound customer queries and escalations, ensuring resolution within defined TAT.
- Maintained quality parameters, and contributed to the achievement of team performance goals.
- Handled inbound customer service for credit card operations, with strict adherence to quality standards.
- Provided escalation support and resolved customer complaints effectively.
- Achieved targets consistently while ensuring superior service delivery.
Education
B.COM - Accounting & Finance
St. Gonsalo Garcia College
Mumbai, India06.2011
Skills
Customer Service Delivery & Escalation Management
Portfolio & Credit Card Operations
Team Leadership & Training
Process Improvement & Compliance
Grievance Handling & Client Relationship Management
Data Analysis & Reporting
Quality Assurance & Audit Controls
Banking Systems: Vision Plus, CRM, Talisma, Electra
MS Office Suite (Excel, Word, PowerPoint, Outlook)
Quality Assurance & Audit Controls
Banking Systems: Vision Plus, CRM, Talisma, Electra
MS Office Suite (Excel, Word, PowerPoint, Outlook)
Certification
Microsoft Excel Using AI Workshop
Accomplishments
- Awarded Best Team Leader for 3 years (Service, Sales & overall Scorecard Achievement) & the legacy still continues.
- Q1 to Q4- Best Team Leader
- Topper in sales numerous contests. Gradual revenue increase from 5k a year to 40 lakh (5-member team)
PERSONAL DETAILS
- Date of Birth: 14th September, 1990
- Nationality: Indian
- Marital Status: Married
- Gender: Female
- Other: WhatsApp Number - +91 983387743 6
Timeline
Microsoft Excel Using AI Workshop
09-2025
Six Sigma Yellow Belt
07-2024
CHIEF MANAGER – PORTFOLIO MANAGEMENT & SALES (CREDIT CARDS CONTACT CENTRE)
IndusInd Bank
07.2020 - 01.2022
CHIEF MANAGER- CORRESPONDENCE UNIT & GRIEVANCE REDRESSAL
IndusInd Bank
12.2019 - 06.2020
MANAGER – CORRESPONDENCE UNIT (CREDIT CARDS CONTACT CENTRE)
IndusInd Bank
03.2017 - 11.2019
TEAM LEADER – PORTFOLIO ACTIVITIES (CREDIT CARDS – SERVICE)
IndusInd Bank
06.2015 - 03.2017
SR. CUSTOMER SUPPORT ASSOCIATE – OPERATIONS
IndusInd Bank
10.2013 - 06.2015
CUSTOMER SUPPORT ASSOCIATE
IBM Daksh
04.2011 - 10.2013
B.COM - Accounting & Finance
St. Gonsalo Garcia College