Subi Raj Kumar
Senior Operations Analyst - Escalations Management
Bengaluru
Summary
Adept at combining macro health metrics with micro-analysis techniques to augment all levels of escalations and reduces impact on business. Flexible, detail-oriented team player with strong organizational and communications skills for thinking quickly and solving escalations in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
2
2
years of professional experience
1
1
Language
Work History
Senior Operations Analyst - Escalations Management
Slice - Quadrillion Finance
Bengaluru
07.2022 - Current
- Conducting high-level strategy meetings, contributing to financial and framework planning.
- Escalations Management - Collections.
- Collaborated with internal and external stakeholders, auditors and legal counsel to confirm compliance with applicable rules and regulations.
- Trained agents on operating procedures and company services.
- Analyzed and coordinated operations with RBI officers and other regulatory bodies for customer's escalations.
- Worked with multiple screens and programs to resolve customer issues escalated via Twitter and other social media platforms.
- Collaborated with management and employees to assess business practices and determine areas for analysis.
- Generated reports to track escalations and analyze trends.
- Investigated and documented all violations of compliance regulations to determine necessary improvements.
- Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable RBI regulations.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Monitored and analyzed customer feedback to track patterns in escalations and report areas for improvement to management.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Identified, investigated and documented compliance violations and recommended corrective measures.
- Monitored and assessed compliance risks associated with operational processes and procedures.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
- Participated in high-level strategy meetings, contributing to financial framework planning.
Customer Relationship Officer
Enlist Management
Bengaluru
04.2022 - 06.2022
Education
Bachelor of Science - Hospitality And Hotel Management
Monarch International College
OotyMaster of Business Administration -
Alagappa University
Tamil NaduSkills
Social Media, RBI and CX escalations
Cyber Crime Complaint
Report generation
Root Cause Analysis
Client/Vendor relationship management
Affiliations
- ENERGING STAR OF THE YEAR, January 2023
- Cruising & Crushing award - April, 2023
- 4 spotlight awards in a year
Accomplishments
- Collaborated with different teams and stake holders to handle the high inflows of customers escalations and contribution in creating a team.
Timeline
Senior Operations Analyst - Escalations Management
Slice - Quadrillion Finance
07.2022 - Current
Customer Relationship Officer
Enlist Management
04.2022 - 06.2022
Bachelor of Science - Hospitality And Hotel Management
Monarch International College
Master of Business Administration -
Alagappa University