Sundar Ethirajlu

• Handling HSBC UK Clients and answered customer telephone calls promptly and improved on-hold wait times.
• Manager over 40 customer calls per day
• Coordinated specialist resources and information for improved service delivery.
• Shaped planning and reporting through enhanced data collection, recording and maintenance processes.
• Built relationships internally and externally to progress business growth.
• Assisted customers with varying questions using product knowledge and service expertise.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
• Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
• Assisted customers with product complaints, logging issues for investigation for payments.
• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Employed active listening and product expertise to successfully resolve inbound queries.

• Answered inbound and outbound enquiries via phone and email.
• Handling day to day Investigation like BCNR,ROF,UTA,AMENDMENT etc
• Effectively managed incoming and outgoing mail to maximise office efficiency.
• Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
• Built and maintained strong working relationships with colleagues across all levels of business.
• Identified and highlighted areas for improvement in business processes.

• Greets shoppers, answers questions, and helps them find products.
• Managed over more than 90 customers daily
• Also increased sales by 10%
• Learns about new products quickly and makes recommendations.
• Unloads daily deliveries and organizes stock room.
• Stocks shelves and displays according to planograms.
• Makes sure that all products are fresh and within expiration date.
• Handling day to day cash transaction.
• Developed key operational initiatives to drive and maintain substantial business growth.
• Managed customer needs and expectations, communicating and maintaining relationships in person and through other mediums.
• Used working capital to cover everyday expenses and growth.

• Handling Both BBC and BBC worldwide Team members

• Allocate works before starting process

• To ensure and Monitoring treasuring funds and send reports on or before cut off

• Handling mails and maintain query within 7days

• Handling escalations for failed/issues payments

• Giving on Job Trainings for associates on new process Migrated

• Maintenance of service level agreements and key performance Indicators

• Handling SWIFT instructions like MT103,MT202,MT101,MT199 and etc.

• Process Experts in Testing/Migrating new Enhances in process

• Authorization and approval for payments via HSBC.net and SAP

• Maintain error tracker report for team members

• Organizing monthly calls with clients

• Awarded as"Going for Extra Mile "in year of 2015

• Worked for CITI Bank Kenya Foreign Exchange and Funds transfer (Corporate Clients)
• Handing Exceptional Processing, Investigating rejected payments from Clearing Houses
• Messages from Flex cube to Orbiflow and Handling of Various Reports and Reconciliation of Nostro's
• Approving payments (via SWIFT MT199, MT299, MT999, MT103 and MT 202) and ensure all transactions received during day are processed within their stipulated cut off time.
• Liaising with other branches and banks regarding payment settlements and queries received from clients
• Good Leadership skills such as managing team resources to optimize effectiveness and performance levels, recommending training, development and reward as appropriate
• Ensuring MIS reports are signed off on critical reports
• Monitored data entry operations to enforce timeframe compliance.
• Looked through orders daily to fulfil assigned processes within designated timeframe.
• Collected metrics and identified data points to suggest areas for process improvements.
• Awarded as “Star performer "in year of 2014

• Secured and optimum cash management at branches & handling of funds at branches
• Effective reimbursement & accuracy in sending daily reports on time and providing timely feedback to agent
• To provide Foreign Currency service to Corporate client base and travel agents
• To maintain necessary documentation as mandated by RBI (KYC) for FOREX
• Maintaining MIS Reports of existing & new agents and made work easier for Marketing Executives to develop business easier
• Upheld company standards to ensure project deliverables consistently met agreed deadlines and SLAs.
• Provided customers with outstanding service, extending relationships for future business opportunities.

• Maintained strong working relationships with site, divisional and group functions.
• Generated increase in new clients by proactively contacting previous quotes and lapsed clients.
• Met with clients regularly to discuss insurance needs and answer any questions regarding chosen policies.
• Kept up with changes in insurance markets to accurately answer client questions and give suitable recommendations.
• Advised clients on whether and when to make claims on policies.
• Calculated premiums based on medical information and other factors unique to specific client.
• Processed customer instructions for policy amendments.
• Updated clients on changes and subsequent effects.
• Helped clients set up new policies and followed up about timely payments.
• Verified protection products functioned as per client agreements by working closely with hospitals.
• Reviewed new insurance products from carriers to determine suitability for client needs.

• To meet ICICI banking customers and generate leads
• To make sales call for Life & Health insurance products
• To facilitate feedback from branches
• To cross sales with CASA account openings and term deposits, Personal Loan, Mortgage,etc
• To visit existing customers and approach new products
• To maintain relationship with branch managers and generate HNI leads
• Provided direction and leadership to all employees to maximise productivity and bottom-line profitability.
• Investigated customer queries to provide timely financial solutions.
• Built customer bases through cold calling and referral conversions.
• Recommended loan approvals and denials based on customer credit worthiness.
• Ensured crime investigations and documentation were of highest standard by maintaining up-to-date knowledge of all relevant legislation and force policy, including criminal law, PACE and CPIA.
• Elevated customer experiences from first point of contact, conducting thorough needs analysis to identify optimal solution.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Maximised all leads, converting [80]% of initial appointments into confirmed sales.
• Stayed up-to-date with industry market trends, understanding forthcoming customer initiatives and monitoring competitor activity.

• Detected and seized opportunities for generating sales pipelines.
• Cultivated relationships and brand loyalty with customers to guarantee repeat business.
• Harnessed sales tools and resources to identify new leads and nurture prospect relationships.
• Educated customers on product usage, charges and fees for desired products.
• Scheduled meetings with customers to address credit card complaints and issues.
• Sold banking products to customers to meet set targets.
• Contacted new and existing clients to explore new avenues for income generation.