Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
SOMSUBHRA BISWAS

SOMSUBHRA BISWAS

Client Relationship Professional
Hyderabad,TG

Summary

A Client Relations Professional, with experience of over 11 years in client relations, Anti Money Laundering practices, client retention, cross functional team coordination and compliance.Professional in operational management with track record of driving efficient processes and optimizing performance. Adept at implementing strategies that align with organizational goals and fostering collaborative work environments. Experienced in working with stakeholders and devising methods for enhanced client experience. Proficient in creating root cause analysis and preparation of reports to identify potential gaps that may lead to any future escalations. Capability to quickly master technology, methods, and protocols. Diplomatic and tactful with clients, stakeholders and seniors at all levels. Proficient in working in Word, Excel, PowerPoint and CRM applications– Salesforce & Microsoft Dynamics


Overview

13
13
years of professional experience
2011
2011
years of post-secondary education
2
2
Certificates

Work History

Refunds Officer

GUS India Education
10.2018 - Current
  • Maintaining and recording documentation of all client interactions, transactions, details of inquiries, complaints/comments and plan of action
  • Compliance to Data Protection & adherence to AML policies
  • Monitor the grievances reported & provide feedback to internal process from time to time
  • Work collaboratively with members across all teams in the company
  • Provide support to legal team members with the documentation & other requirements as per requirement
  • Communicate & collaborate across departments which includes Finance, Support, Sales & Legal Team to provide solutions to client concerns & resolve active complaints successfully in accordance with established guidelines
  • Identify and engage appropriate resources to implement client retention resolution
  • Prioritize and initiate procedure based on demographics to provide proactive resolution to clients
  • Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
  • Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
  • Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
  • Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
  • Established protocols for handling sensitive information, ensuring confidentiality and compliance with legal standards.
  • Generated reports detailing findings and recommendations.
  • Maintained database systems to track and analyze operational data.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Client Relationship Officer

Y-Axis Overseas
07.2012 - 10.2018
  • Managed Client relationships with key client personnel and providing them solutions
  • Coordinate as a final escalation matrix for any client complaints pertaining to the service
  • Acted as an interface between the client and the process team to ensure maximum satisfaction on the services as per the SLA
  • Managed client relationships to build a reputation for excellent service and generate repeat business
  • Offer ideas and insights to improve the customer's issues and challenges
  • Analyzed client feedback and developed new techniques to ensure client retention
  • Performed client negotiations to reach fair conclusions for both business and clients
  • De-escalated problematic client concern maintaining calm & friendly demeanor
  • Monitored, followed-up and escalated cases to meet customer response commitments.
  • Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
  • Facilitated meetings and discussions between clients, sales and delivery teams.
  • Provided ongoing support and education for clients regarding various products, services, policies, procedures, navigating digital platforms, and more.
  • Increased client retention through regular check-ins, updates on account performance, and sharing insights on market trends.
  • Conducted thorough reviews of existing accounts to identify gaps in services or opportunities for upselling additional products or offerings.
  • Identified key areas where process improvements could be made within the department; implemented changes that significantly reduced errors while increasing efficiency.

Web – Content Writer

Ricom Technologies
11.2011 - 06.2012
  • Scripting, editing, and arranging production of newsletters & editorials
  • In charge of keeping the company website updated with relevant content and articles
  • Developing content to demonstrate organization’s impact on industry
  • Collaborated with the Product & Sales Team to fulfill their requirements, prepared the FAQs for the products & services for supporting the sales team
  • Draft email newsletters weekly and add to creative and strategic ideas for online marketing initiatives

Education

Masters - Mass Communication

Assam University
01-2011

Bachelor of Arts - Political Science

Assam University

Skills

Client Relationship Management

Certification

Anti – Money Laundering Concepts: AML, KYC & Compliance

Accomplishments

  • The Best CRO, Awarded for outstanding service in handling client escalation and providing mutually beneficial solutions., 2017
  • Thank You Award, Received for handling a client base of 500+ and retention of 9 crore over the year., 2015
  • The Best Consultant, Received for achieving the maximum client reviews., 2013

Timeline

Refunds Officer

GUS India Education
10.2018 - Current

Client Relationship Officer

Y-Axis Overseas
07.2012 - 10.2018

Web – Content Writer

Ricom Technologies
11.2011 - 06.2012

Bachelor of Arts - Political Science

Assam University

Masters - Mass Communication

Assam University

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SOMSUBHRA BISWASClient Relationship Professional