Uma Madhu

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Developed strong working relationships with staff, fostering a positive work environment.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Generated repeat business through exceptional customer service.

• Responsible for leading companies 'efforts in sales, presentation, demonstrations, proof of concepts, assessments services and proposal related to portfolio and value proposition
• Meet with Customer/Clients to discuss their evolving needs and to assess the quality of our company's relationship with them
• Maintain business pipeline, sales volume, product mix and selling price by keeping current with supply and demand
• Design and implement a strategic business plan that expands the company's customer base and ensures its strong presence
• Identify a new corporate account by analyzing trends which impacts the business, approach and analyses the customer's business requirements and develop customized solutions to fit the need
• Contribute to the team by accomplishing related results as needed
• Identify opportunities for campaigns, service and distribution channels that lead to an increase in sales
• Protect and increase a profitable revenue stream within current accounts.

April 07, 2019 to April 5, 2021: Operational Analyst

- Doing basic background Verification for the Candidate.

April 06, 2021 to March 01, 2022: Senior Operational Analyst

-Handled complete team and process.

- QC for the Background Verification done by Level 1 Processor.

- Sending emails to client and candidate on Business requirements.

- Setting the process based upon Client Requirements and giving training to other processor and associates.

- Moving and helping the team with business based upon the client requirements.

March 01, 2022 to February 02, 2023: Business Analyst

- Responsible for tracking & analyzing errors from DMS

- Identifying and analyzing the Root Cause

- Review Client Process to provide inputs for better processing

- Evaluate process design and the effect/impact on quality outcomes

- Deliver Automation Inputs

- Analyzing and assessing the change needed for the Process

- Create a detailed Process analysis, outlining failure points, opportunities, and solutions

- Draft & Drive Solution Implementation

- Prepare & Manage Client Performance Dashboard

- Provide Early Warning to Operations team

I was part of Cash Operations Team. The role and responsibilities were to do KYC checks for new customers through various applications, on boarding new customers for various Foreign and helping customers with various escalations queries and helping them have smooth business with the bank. Ones the Account was opened we used to serve the customers in all the financial and accounting assistance until the account is closed.

I was responsible to deal with customer’s enquiries and escalations, so that customers don't go bankrupted and lose their mortgaged property and keep them informed about the escrow details, overdue on the mortgaged property. For these details, as a financial researcher I used to interact with various dependency teams and complete the task within defined SLA and ensure the client satisfaction is maintained at the highest possible level

• As a Client Support Analyst I was responsible for active management for client issues via email and fax support
• The Customer care representative is required to interact with various dependency teams and complete the task within defined SLA and ensure the client satisfaction is maintained at the highest possible level
• This individual will be responsible for increasing the quantity and quality of the service provided by Thomson Reuters Customer Care Team.