Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vidhi

New Delhi

Summary

Dynamic Customer Service and Operations Analyst at Natwest Group, recognized for enhancing onboarding efficiency and achieving high productivity levels. Expert in case handling and process improvement, I successfully supported many customer exits while ensuring regulatory compliance. Proven ability to mentor teams and drive quality assurance initiatives, resulting in significant operational enhancements.

Overview

2
2
years of professional experience

Work History

Customer Service and Operations Analyst

Natwest Group
Gurugram
06.2024 - Current
  • Accredited and trained in Pre-payments, treatment, letters, and final closures, and trained in specialized functions such as Natwest markets and account opening, I demonstrated a strong command over end-to-end case handling.
  • Trained and mentored new hires through structured buddy-up programs, improving on boarding efficiency and team readiness. Performed peer quality checks to ensure compliance with internal standards and accuracy in process execution.
  • Maintained the highest productivity and efficiency levels in the team, earning a letter of value (LOV) and Rewards and Recognition (R&R) awards. Proposed and implemented STV ideas, later incorporated into formal Standard Operating Procedures.
  • Managed ad hoc projects, including HOLMES, quality verification cases, and conducted investigations into cases where accounts were left open, identifying root causes, and reporting findings.
  • Actively participated in SOP discussions, contributing insights and process improvements. Supported 2,000+ customer strategic exit cases, ensuring all exits adhered to internal policies and regulatory requirements.

Talent Acquisition & Recruitment Support

E-Tail
New Delhi
07.2023 - 10.2025
  • Sourced and attracted 50+ qualified candidates using job portals,internal databases,and referrals as part of end-to-end Recruitment.
  • Collaborated closely with hiring managers and department heads to understand workforce needs, develop job descriptions, and design interview processes that align with business objectives.

Education

BBA -

Institute of Information Technology & Management
New Delhi
06-2024

High School Diploma -

Modern Convent School
New Delhi
05-2021

Skills

  • Case handling
  • Process improvement
  • Quality assurance
  • Customer service
  • Data analysis
  • Regulatory compliance
  • Attention to detail

Timeline

Customer Service and Operations Analyst

Natwest Group
06.2024 - Current

Talent Acquisition & Recruitment Support

E-Tail
07.2023 - 10.2025

BBA -

Institute of Information Technology & Management

High School Diploma -

Modern Convent School

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Vidhi