Vijay Kumar
Bengaluru
Summary
Results-oriented Senior Operations Representative with expertise in regulatory compliance and team performance. Delivers impactful solutions through process optimization and risk management. Leverages strong communication and problem-solving skills to address complex operational challenges and enhance team productivity. Focused on achieving organizational goals through effective leadership and strategic planning.
Overview
3
3
years of professional experience
Work History
Subject Matter Expert
Concentrix, Adobe
Bengaluru
04.2024 - 09.2025
- Resolved complex customer escalations (chats/calls/emails) for 12-member team, achieving 95% first contact resolution rate.
- Collaborated with cross-functional teams to increase operational effectiveness by 15%
- Enhanced operational efficiency by 15% through collaboration with technical teams.
- Drove the team to meet KPIs through feedback and coaching sessions, leading team huddles for process updates.
Senior Operations Representative
Concentrix, HSBC
Bengaluru
09.2022 - 03.2024
- Achieved a 95%+ Customer Satisfaction (CSAT) score by resolving complex account disputes.
- Streamlined KYC verification process for new personal banking clients, improving operational efficiency
- Mitigated operational risk by performing rigorous due diligence on high-value transactions.
- Ensured 100% adherence to Global Banking Standards and internal compliance protocols.
Education
Bachelor of Science - Mechanical Engineering
New Horizon College of Engineering
Bengaluru08-2022
Intermediate Certificate - Science Education
Narayana PU College
Bengaluru04-2014
High School Diploma -
Army Public School
Bengaluru03-2003
Skills
- Customer relationship management
- Regulatory compliance
- Operational efficiency
- Process optimization
- Training and coaching
- Soft skills
- Cross-functional collaboration
- Effective communication
- Problem solving
- Service upselling
- Teamwork skills
- Member account management
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Tamil
Proficient (C2)
C2
Kannada
Advanced (C1)
C1
Accomplishments
Awarded 'Top performer of the year'
Timeline
Subject Matter Expert
Concentrix, Adobe
04.2024 - 09.2025
Senior Operations Representative
Concentrix, HSBC
09.2022 - 03.2024
Bachelor of Science - Mechanical Engineering
New Horizon College of Engineering
Intermediate Certificate - Science Education
Narayana PU College
High School Diploma -
Army Public School