SIMI SHANKAR
No.12 6th A Main Road Punnya Bhoomi Layout, Kalkere Extension
Summary
Successful specialist and creative problem-solver with fortitude and adaptability for challenging projects. Skilled at understanding customer and employee requests and meeting needs. Furthers success by strengthening staff training, streamlining internal systems. Ready to break down processes at every level and optimize approaches for short-term gains and long-term success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Associate
Iron Mountain Pvt Ltd
Bengaluru
10.2022 - Current
- Examine all relevant information/inquiry received through email/calls from customer/portal/internal stakeholders and use critical thinking to identify the request and place the appropriate order and service request.
- Attention to detail needed while reviewing and entering orders of each customer request.
- Communicate effectively with company employees regarding proper required information and instructing them on proper procedures.
- Maintain records for customer interaction, recording details including the actions taken on every request.
- Reviewing the orders received in the form of email or call through Salesforce and analysing the type of order placed by the customer which can be for a box, file, shred, Billing or other services.
- Checking for the account restrictions, which will effect the order and service processing. Selecting the correct authorised user who is responsible for that request.
- Processing the order and service, which the customer is requesting (Retrieval, Pickup, Supply, Offsite shred, Onsite shred, Authorization, Billing, Price Estimate, Invoice change,Update etc.)
- Reviewing the details, which are updated before confirming the order and service request.
- Sending queries to customer in case of there are any details neede or incorrect details.
- Provided product price information to customers.
- Managed customer relations through communication and helpful interactions.
- Identified customer needs and wants to enhance customer experiences and give first time resolution.
- Worked varied hours to meet seasonal and business needs.
- Greeted customers and offered assistance for increased customer satisfaction.
Senior Associate
Srika Solutions
Bangalore, Karnataka
04.2022 - 10.2022
- Achieved service time and quality targets.
- Supporting business acceleration models - transition and “off-shoring” of title and closing business processes, also supporting transition project for setting up offshore work share processes for administrative services with various clients
- Accountable for documenting process changes/ new processes in existing as well as proposed lines of business
- Maximized customer engagement and satisfaction by delivering excellent customer service.
- Responsible for process improvements, MIS & Systems team. Setup and maintaining of Applications like
ResWare
Business Analyst
Assimilate Solutions Pvt Ltd
Bangalore, Karnataka
02.2021 - 08.2021
- Diminished project gaps, ensuring smooth inventory workflow while reducing task duplication.
- Boosted company efficiency and customer satisfaction by eliminating inefficient processes.
- Primarily responsible for process improvements, MIS & Systems team. Setup and maintaining of Applications like ResWare
- Instrumental in project initiated to automate business data and docs transfer between systems via XML integration for which coordinated with the in-house technology team and software vendor to complete it within TAT
Senior Customer Support Officer
Mphasis India Pvt Ltd
03.2013 - 03.2015
- Handling UK clients (Inbound calls)
- Collect customer information and input data into the system, ensuring confidentiality
- Assisting customers to apply for PPI Insurance
- Sending Credit card statement as per the customer request and to fill customers application to apply for Credit card over phone
- Handling escalations and fraud calls and verifying customer details
- Handling Outbound calls for collecting payment dues
- Received best, consistent performer several
- Worked as SME and handled the team for 3 months.
Process Specialist Supervisor
Iron Mountain India Pvt Ltd
Bangalore
03.2015 - 02.2021
- Case Management/Order Management/NCSP, Managing Generic mailboxes (Monitoring generic mailboxes and making sure emails are getting into the CRM tool) Correspondence review
- Demonstrated ability in Lock box uploads and downloads, Cash Analysis, Refunds, Duplicates, Over Payments, Analyzing Open Item Reports, Adjustments and Credit Memos
- Exporting bank data from bank website (JPMC) and uploading it to Oracle.Downloading daily cash from Oracle and fixing errors, Payment posting
- Investigating cash payment (credit card, wire, cheque)
- Worked on ‘Safe Keeper Plus' (SKP) tool which is used to export record detail. Worked on Unapplied and Unidentified Cash on monthly basis while in Research team. Adjustment of Discrepancy Invoices using Debit and Credit Memos
- Managed Clusters, Quality and Audits for the team
- Training/Mentoring/Auditing -Trained new hires as was a part of the pilot batch.
- Created Process documents for future training purposes
- Received appreciation mails from senior directors and being awarded a best employee for the quarter
REO Transaction Coordinator / Asset Management - Associate
Altisource Portfolio Solutions, OCWEN FINANCIAL CORP
Bangalore
03.2010 - 06.2012
- ResWare - Gohoming-Vendor Management System (VMS), Mortgage) End-to-End Process of REO Asset Management, from - On website when the bid offer accepted until the Property is Recorded and Funded
- Notarizing Deed and other buyer documents on behalf of seller. Confirming the property recorded and funded
- Received Higher Grade for performance in the first Appraisal Year
- Been in a Part of the Successful pilot project on REO-RSC Operations based herein in Bangalore. Showed proactive interest in participating and providing suggestions for rolling out Asset Management project
Education
B.com -
Hasanath Degree College for Women, Bangalore University
2009
Skills
- Team leadership
- Decision-making, Staff training Administrative management Reporting
- Financial analysis
- Research project management
- Problem analysis
- Focus group management
- Customer service
- Cash management
Languages
English
First Language
kannada
Proficient
C2
Hindi
Upper Intermediate
B2
Malayalam
Advanced
C1
Tamil
Advanced
C1
Certification
- Database and SQL - Basic
Timeline
Senior Associate
Iron Mountain Pvt Ltd
10.2022 - Current
Senior Associate
Srika Solutions
04.2022 - 10.2022
Business Analyst
Assimilate Solutions Pvt Ltd
02.2021 - 08.2021
Process Specialist Supervisor
Iron Mountain India Pvt Ltd
03.2015 - 02.2021
Senior Customer Support Officer
Mphasis India Pvt Ltd
03.2013 - 03.2015
REO Transaction Coordinator / Asset Management - Associate
Altisource Portfolio Solutions, OCWEN FINANCIAL CORP
03.2010 - 06.2012
B.com -
Hasanath Degree College for Women, Bangalore University
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