Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Outdoor Games
Languages
Timeline
Generic
Vivek Sharma

Vivek Sharma

Gurugram

Summary

Industry Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter. I have 6 years of expertise in operations for banking sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient Back Office and other banking applications. I am a team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Subject Matter Expert

NatWest Bank
11.2022 - Current
  • Promptly handled an average 35 to 40 customers queries and complaints in a day.
  • Respond to all customer queries immediately with a time span.
  • Analyzed business problems, identifying root causes and developing robust solutions.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Cross-trained and provided backup support for organizational leadership.

Subject Matter Expert

NatWest Group
11.2019 - Current
  • Maintained and prioritized to-do-list and followed up to complete tasks on-time.
  • Implemented control measures to reduce costs and align with budget.
  • Executed and maintained quality control processes to meet criteria and standards and increase customer satisfaction.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Generated reports detailing findings and recommendations.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Educated staff on organizational mission and goals to help employees achieve success.

Customer Service and Operations Analyst

NatWest Group
10.2017 - 10.2022
  • Responsible for providing banking services to the Bereaved customer family.
  • Verifying customer account and stop services to avoid fraud activities.
  • Release information to the executor and giving guidelines for further action.
  • Carrying out the AML check and validation checks before releasing the funds.
  • Perform OCC checks and transfer funds to the executors.
  • Communicate clear information to the clients in case of queries, which helps to build a good rapport.
  • Implementation process enhancement ideas which would add value to the customer services.
  • Calibration exercise.

Education

Certification - AML-KYC Compliance

Intelligent Communication Systems India Ltd
Vskills Certified Delhi
05.2023

Bachelor of Commerce - Accounting

Rani Durgavati Vishwavidyalaya
Jabalpur
06.2014

High School Diploma -

Makhanlal Chaturvedi National University
Katni
09.2013

Skills

  • Operational Efficiency
  • Microsoft PowerPoint
  • Account Management
  • Microsoft Excel
  • Customer Inquiries
  • Performance Feedback
  • Microsoft Word
  • Active Listening
  • Report Creation
  • Staff Training
  • Typing Proficiency
  • Documentation
  • Spreadsheets

Accomplishments

    As I was member of Bereavement automation team (currently in solicitor subsequent Team). There was issue with the customer request to process through the automation. Which led to the lot of pendency in the queue. As a senior member of team I had the responsibility to find out the issue which was impacting the queue. I extended my support to the team and helped to identify the issues and also made sure there were no pendency in the process which can impact customer. In result we were able to maintain our SLA and also get awarded with Living our values award.

Certification

  • AML and KYC compliance [2023]

Outdoor Games

I Love to play outdoor games like cricket, football etc. It helps to maintain physical as well as mental health.  

Languages

Hindi
Bilingual or Proficient (C2)
English
Advanced (C1)

Timeline

Subject Matter Expert

NatWest Bank
11.2022 - Current

Subject Matter Expert

NatWest Group
11.2019 - Current

Customer Service and Operations Analyst

NatWest Group
10.2017 - 10.2022

Certification - AML-KYC Compliance

Intelligent Communication Systems India Ltd

Bachelor of Commerce - Accounting

Rani Durgavati Vishwavidyalaya

High School Diploma -

Makhanlal Chaturvedi National University

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Vivek Sharma