Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Personal Information
Affiliations
Timeline
Generic

Thasleem Fathima

Chennai

Summary

Dynamic Senior Customer Support Professional with 6.5+ years of experience in Banking and Finance, specializing in client service, Quality analysis, and cross-functional coordination. Seeking a Lead or Assistant Manager role to drive service excellence by leveraging strong operational expertise, team mentoring capabilities, and a customer-first mindset.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Customer Service Representative

TransUnion GCC
Chennai
11.2022 - Current
  • Handling complex customer concerns related to CIBIL credit information and CIBIL company credit reports, scores/rank over email and phone calls, while ensuring 100% compliance.
  • Oversaw a team of 20 support (internal and outsourced) executives, ensuring timely ticket resolution and adherence to quality standards.
  • Coordinating with internal teams like Data Correction, Legal, and Compliance to resolve sensitive and high-priority cases.
  • Implemented process improvement strategies to reduce the TAT for dispute resolution.
  • Acted as second-line support for login account services.
  • Preparation of MIS related to dispute data reconciliation, and tracking the pendency of cases.
  • Earned a fast-track promotion in February 2025, with a change in job role from Customer Service Representative to Senior Customer Service Representative for exceeding performance targets.

Customer Service Officer

HDB Financial Services Pvt Ltd
Chennai
04.2021 - 11.2022
  • Handled email support for loan-related queries, including applications, rate of interest, refunds, waivers, and charge reversals.
  • Resolved issues accurately and on time, ensuring high service quality, and compliance with policies and regulations.
  • Guided customers through loan terms, application steps, and post-loan services with clear, professional communication.
  • Maintained strong product knowledge to deliver precise support and meet customer needs.
  • Consistently met performance metrics for accuracy and quality, boosting customer satisfaction.
  • Strengthened problem-solving, communication skills, and financial services expertise.

Customer Success Officer

Gofrugal Technologies Pvt Ltd
Chennai
07.2020 - 03.2021
  • Drove product adoption by aligning POS solutions with client needs, in coordination with the sales team.
  • Handled client onboarding, training, and setup to ensure a smooth implementation.
  • Resolved customer issues promptly, minimizing disruptions, and improving the experience.
  • Built strong relationships to boost loyalty and long-term retention.
  • Tracked engagement and identified ways to enhance satisfaction and value.
  • Merged sales and service skills to ensure measurable client success.

Customer Service Executive

Equitas Small Finance Bank Ltd
Chennai
12.2018 - 07.2020
  • Handled high-value customer queries via calls, delivering personalized service.
  • Resolved complex issues efficiently with tailored banking solutions.
  • Built strong client relationships through deep product knowledge, and consistent service.
  • Trained and mentored new team members to uphold service quality.
  • Consistently praised for professionalism, detail orientation, and customer focus.

Education

B. Tech - Information Technology

Loyola ICAM College of Engineering And Technology
Chennai
03-2018

12th std -

Morning Star Matriculation Higher Secondary School
Chennai
03-2014

10th std -

Morning Star Matriculation Higher Secondary School
Chennai
03-2012

Skills

  • Expertise in CIBIL report analysis (Score and Rank improvement strategies, Dispute filing expert)
  • Team mentoring and Training
  • Customer Escalation Management (Email and Voice)
  • Root cause analysis / Quality analysis (Internal and RBI audit)
  • MIS (Dispute data reconciliation, Publishing pendency reports)
  • Process improvement
  • Customer retention strategies
  • Complaint resolution

Tools:

  • Salesforce
  • MS Excel
  • Internal dispute management systems
  • Flex Cube (CBS) - Oracle Liabilities Banking database software
  • EuroNet (Card Management Software) - banking software
  • CRM (Customer Request, Query, Complaint, Dispute Management Software) - banking software
  • Loan Management System (LMS) - Finnone Oracle Loan and Finance database software

Certification

  • Excel Essential Training (Microsoft 365) (2022) issued on June 9, 2024
  • Lean Six Sigma: Analyze, Improve, and Control Tools issued on July 30, 2023
  • Lean Six Sigma: Define and Measure tools issued on July 30, 2023
  • Six Sigma Foundations was issued on July 30, 2023

Accomplishments

Equitas Small Finance Bank Limited

  • Three 'Best Awards' in August 2019 for superior customer service, ownership, and commitment, and excellence in quality
  • Customer Champ Award in January 2020 for being appreciated by customers
  • "Star of the Quarter Award" in January 2020 for excellent performance in production and quality

HDB Financial Services Ltd

  • Received the 'Exemplary Performance Award' at HDB Financial Services in March 2022

TransUnion GCC

Received four quarterly performance awards at TransUnion GCC, twice in 2023, once in 2024, and once to date in 2025

Languages

Urdu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Telugu
Beginner (A1)
A1

Personal Information

  • Date of birth: 17/03/1997
  • Gender: Female
  • Marital Status: Married

Affiliations

Personally fund and care for stray cats by providing food, shelter, and basic medical support.

Timeline

Senior Customer Service Representative

TransUnion GCC
11.2022 - Current

Customer Service Officer

HDB Financial Services Pvt Ltd
04.2021 - 11.2022

Customer Success Officer

Gofrugal Technologies Pvt Ltd
07.2020 - 03.2021

Customer Service Executive

Equitas Small Finance Bank Ltd
12.2018 - 07.2020

B. Tech - Information Technology

Loyola ICAM College of Engineering And Technology

12th std -

Morning Star Matriculation Higher Secondary School

10th std -

Morning Star Matriculation Higher Secondary School

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Thasleem Fathima