Love to set fitness goals & workout Passionate about Cars & Engines In free time likes to go on long rides on bullet, play with 3 pet dogs & spend quality time with family
Sreejill Rajapan
Business Analyst II
Mumbai
Summary
Seasoned Business Analyst offering 12 years of Customer Service industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Personable business professional bringing successful 9 years career in banking financial roles within large and fast-paced corporations, such as Barclays Bank & JP Morgan. Release-planning specialist trained in advanced Excel modeling. Creative solutions architect with real-time problem-solving flexibility.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
14
14
years of post-secondary education
Work History
Business Analyst II
J P Morgan Chase
Mumbai
11.2021 - Current
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Created dashboards to monitor and track key performance indicators.
Customer Service Associate
Tech Mahindra Business Group Services
Mumbai
05.2016 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Increased revenue by cross-selling and upselling products and services.
- Provided training and support to new associates to help provide high-quality customer service.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Customer Service Associate
Barclays Bank
Mumbai
04.2010 - 03.2016
- Informed customers about special promotions and provided detailed information for various products.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
- Implemented and developed customer service training processes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Floor Manager
Raheja Group Of Companies
Mumbai
06.2008 - 06.2010
- Made personal recommendations for customers by sharing product knowledge and demonstrating product.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Managed team of 24 employees to maintain smooth-running operations of shop floor.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
Education
H.S.C - Commerce
Viva College
Virar 06.2004 - 03.2007
S.S.C - High School Administration
John XXIII High School
Virar 06.1999 - 03.2004
S.S.C - Junior High Education
St. John’s High School
Andheri 12.1992 - 12.1998
Skills
Business process mapping
undefinedInterests
Timeline
Business Analyst II
J P Morgan Chase
11.2021 - Current
Customer Service Associate
Tech Mahindra Business Group Services
05.2016 - 10.2021
Customer Service Associate
Barclays Bank
04.2010 - 03.2016
Floor Manager
Raheja Group Of Companies
06.2008 - 06.2010
H.S.C - Commerce
Viva College
06.2004 - 03.2007
S.S.C - High School Administration
John XXIII High School
06.1999 - 03.2004
S.S.C - Junior High Education
St. John’s High School
12.1992 - 12.1998
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