Swarna D
Chennai
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
Work History
Specialist(Complaint Resolution Unit)
Standard Chartered Global Services Pvt Ltd
Chennai
01.2022 - Current
- Resolved complex customer complaints, achieving 95% resolution rate within deadlines.
- Led efforts to manage and resolve customer complaints effectively and efficiently.
- Handled high volume of inbound calls and emails, consistently exceeding service level agreements.
- Applied new skills daily to enhance efficiency and productivity in complaint resolution.
- Actively listened to customers, ensuring clear understanding before addressing concerns.
- Utilized critical thinking to analyze problems, evaluate solutions, and make informed decisions.
- Managed credit bureau related complaints with attention to detail and accuracy.
- Dedicated professional with over four years of banking experience in complaint resolution unit.
Senior Client Care Executive
Standard Chartered Business Services Pvt Ltd
Chennai
04.2020 - 12.2022
- Developed comprehensive action plans to address organizational challenges and priorities.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
Client care Executive
Standard Chartered Global Business Services Pvt Ltd
Chennai
02.2017 - 03.2020
- Directed cross-functional teams in developing and executing strategic initiatives.
- Mentored junior staff, offering guidance on best practices and processes.
- Engaged customers through effective verbal communication to assess needs and requirements.
- Strengthened client relationships through adept issue resolution and communication skills.
Front Office Executive
88DB India Pvt Ltd
Chennai
05.2013 - 12.2013
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Coordinated office activities and operations, secured compliance to company policies and welcomed, screened and routed guests.
- Scheduled meetings, coordinated with invitees and organized logistics, technology and refreshments for executive management and customers.
Front Office Executive
Francis Kanoi Pvt Ltd
Chennai
08.2012 - 03.2013
- Maximized sound operations and continually reviewed administrative functions for potential process improvements.
- Interacted with vendors to purchase and set up equipment and services.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed phone and email correspondence and handled incoming and outgoing mail and fax.
Education
MBA - Airline & Airport Management
Anna University (Distance)
Chennai08.2011
Bachelor of Science - Nutrition Sciences
Quaid-e-millath Govt.Arts College For Women
Chennai07.2008
Skills
- Resolution-oriented customer service
- Complaint resolution and excellence
- Team collaboration
- Problem-solving
- Decision-making
- Interpersonal and written communication
Disclaimer
I hereby declare that the above furnished details are true to the best of my knowledge.
Awards
- Pinnacle special Recognition, 2022
- GEM Annual Award, 2022
- GEM Business Champ Q4 Award, 2023
Languages
- Tamil
- Marathi
- English
Timeline
Specialist(Complaint Resolution Unit)
Standard Chartered Global Services Pvt Ltd
01.2022 - Current
Senior Client Care Executive
Standard Chartered Business Services Pvt Ltd
04.2020 - 12.2022
Client care Executive
Standard Chartered Global Business Services Pvt Ltd
02.2017 - 03.2020
Front Office Executive
88DB India Pvt Ltd
05.2013 - 12.2013
Front Office Executive
Francis Kanoi Pvt Ltd
08.2012 - 03.2013
MBA - Airline & Airport Management
Anna University (Distance)
Bachelor of Science - Nutrition Sciences
Quaid-e-millath Govt.Arts College For Women