Open To Work
Sunny Rao
Mumbai
Summary
Results-driven Customer Service and Financial Services professional with over 15 years of experience in banking operations, UK pension services, and debt collections. Skilled in managing high-volume operations, leading teams, and ensuring regulatory compliance while consistently surpassing customer satisfaction and performance goals.
Overview
18
18
years of professional experience
Work History
Senior Associate (Team Lead) – UK Pension Process
Tata Consultancy Services (TCS)
Mumbai
09.2024 - Current
- Led operational workflows and provided high-tier inbound and escalation support for UK pension customers on retirement benefits, contributions, and transfers, enhancing customer satisfaction.
- Enforced strict compliance with UK pension regulations, safeguarding sensitive financial and personal data.
- Monitored and analyzed service quality, team productivity, and CSAT metrics to identify improvement areas and support ongoing process refinement.
- Partnered with supervisors and cross-functional teams to streamline operations and improve the customer journey.
Senior Analyst
Accenture
Mumbai
01.2022 - 07.2024
- Led agile team of 8+ associates, resolving high-priority customer escalations to enhance customer satisfaction.
- Spearheaded comprehensive training and floor support for new hires and OJT’s, significantly boosting process knowledge and team confidence.
- Achieved and maintained CSAT score of 88% and above by upholding service quality standards during peak periods.
- Secured first-call resolution and met 3-Day Resolution metrics while implementing product upselling initiatives.
Debt Collection Specialist
Firstsource Solutions
Mumbai
06.2015 - 01.2022
- Executed third-party collections for high-profile American Express accounts, achieving recovery targets through strategic engagement with clients.
- Negotiated financial settlements and structured payment arrangements, ensuring compliance and fostering positive relationships with clients.
- Acted as Supervisor during management absences, providing floor support and mentoring junior team members to improve team capability.
Senior Customer Associate
Epicenter Technologies
Mumbai
01.2009 - 01.2012
- Partnered with Team Leaders to address complex escalations, achieving first-call resolution and enhancing customer satisfaction.
- Maintained exceptional quality scores between 80% and 100% while executing policy-compliant fee waivers and account adjustments.
- Developed and executed inbound and outbound collection strategies for US retail credit card portfolios, improving customer engagement.
Education
Bachelor of Commerce (B.Com.) -
University of Mumbai
01-2013
Higher Secondary Certificate (HSC) -
Maharashtra State Board
01-2009
Secondary School Certificate (SSC) -
Maharashtra State Board
01-2007
Skills
- Domain Expertise: UK Pension Support, Banking Operations, Debt negotiation, Upselling/Cross-selling
- Customer Experience: Customer Service Excellence, First Call Resolution (FCR), CSAT Optimization, Issue resolution
- Operations & Leadership: Team Management, Process Operations, Training facilitation, On-the-job training
- Systems & Compliance: CRM Systems, Data privacy compliance, Quality Assurance, Microsoft Office
- Operational analysis
Languages
English (Fluent), Hindi (Fluent), Marathi (Conversational)
Timeline
Senior Associate (Team Lead) – UK Pension Process
Tata Consultancy Services (TCS)
09.2024 - Current
Senior Analyst
Accenture
01.2022 - 07.2024
Debt Collection Specialist
Firstsource Solutions
06.2015 - 01.2022
Senior Customer Associate
Epicenter Technologies
01.2009 - 01.2012
Bachelor of Commerce (B.Com.) -
University of Mumbai
Higher Secondary Certificate (HSC) -
Maharashtra State Board
Secondary School Certificate (SSC) -
Maharashtra State Board