Thiruselvan Anbalagan Selvaraj
Thane
Summary
Dynamic professional with extensive experience at TransUnion CIBIL Limited, specializing in cross-functional collaboration and strategic initiatives. Demonstrated success in optimizing complaint resolution processes and maintaining compliance with regulatory standards. Proficient in customer relationship management and utilizing CRM software to enhance operational efficiency and elevate customer satisfaction.
Overview
10
10
years of professional experience
Work History
Asst.Manager - Consumer Operations
TransUnion CIBIL Limited
Mumbai
05.2023 - Current
- Managed resolution of complaints via escalation channels, including RBI and Online Grievance Portal.
- Conducted root cause analysis on repeat complaints to refine escalation procedures.
- Liaise with internal teams (Legal, Products, Tech, Compliance) and external stakeholders (banks, NBFCs) for data verifications and updates.
- Ensured compliance with established rules to implement effective solutions.
- Ensure strict adherence to data privacy, confidentiality, and information security policies.
Deputy Manager - NODAL OFFICER (Complaints Management Unit)
RBL BANK Limited
Mumbai
01.2022 - 04.2023
- Facilitated resolution of escalated complaints, driving urgency within the value chain.
- Coordinated monthly complaint management calls with regional stakeholders to analyze trends.
- Documented action points, created meeting minutes, and tracked commitments from stakeholders.
- Developed quality Service Incident Reports, initiating relevant actions based on analysis, and maintained SIR database.
- Generated management information reports on escalated complaints for senior management and committees.
- Collaborated with service projects to ensure successful implementation of recommendations and action items.
- Monitored delivery of commitments to enhance complaint resolution processes.
- Participated in quality assurance reviews of products and services at different stages of development.
Asst Manager - Phone Banking Officer
CITA BANK NA
Mumbai
02.2019 - 11.2021
- Resolved customer inquiries and investigated complaints with empathetic, timely solutions.
- Engaged in active listening to facilitate interactive dialogue and made effective decisions for customers.
- Implemented recommendations that enhanced operational efficiency across departments.
- Identified opportunities for customer referrals to drive business growth.
Customer Service Executive
Intelenet Global Services
Mumbai
10.2015 - 12.2018
- Managed inbound bank customer calls, resolving inquiries on deposits and financial transactions.
- Ensured compliance with banking regulations to uphold industry standards.
- Achieved objectives set by Company Success Metrics consistently throughout tenure.
- Provided support for online banking needs and adjustments to enhance customer experience.
Education
Bachelor's - Management Studies
Mumbai University
Mumbai, MH01.2015
Higher Secondary -
Maharashtra State Board
Mumbai, MH01.2012
Secondary School -
Maharashtra State Board
Mumbai, MH01.2010
Skills
- Cross-functional collaboration
- Performance metrics evaluation
- Regulatory standards knowledge
- Quality assurance
- Strategic thinking
- Decision making
- Customer relationship management
- Exceptional customer service
- CRM software proficiency
- Operational support
Languages
Tamil
First Language
Tamil
Proficient (C2)
C2
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Advanced (C1)
C1
Personal Information
- Nationality: Indian
- Marital Status: Married
- Gender: Male
- Date of Birth: 26/03/1994
Timeline
Asst.Manager - Consumer Operations
TransUnion CIBIL Limited
05.2023 - Current
Deputy Manager - NODAL OFFICER (Complaints Management Unit)
RBL BANK Limited
01.2022 - 04.2023
Asst Manager - Phone Banking Officer
CITA BANK NA
02.2019 - 11.2021
Customer Service Executive
Intelenet Global Services
10.2015 - 12.2018
Bachelor's - Management Studies
Mumbai University
Higher Secondary -
Maharashtra State Board
Secondary School -
Maharashtra State Board
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