VIVEK TYAGI
Customer Operations Specialist
Ghaziabad,UP
Summary
Versatile Process Specialist at Fidelity International, showcasing a strong history of effective resource management and stakeholder collaboration. Expert in data analytics, I enhanced decision-making and improved operational efficiency. Recognized for training junior associates and delivering exceptional client solutions, driving significant improvements in service delivery and team performance.
Overview
9
9
years of professional experience
Work History
Process Specialist - Customer Operations Team
Fidelity International
Gurgaon
01.2025 - Current
- Handled stakeholder interactions by assessing requirements and outlining action plans.
- Managed team allocation, BAU operations, and escalations during manager absence.
- Tracked resource allocation and conducted regular updates to meet service level agreements.
- Customized and shared data based on stakeholder needs to enhance decision-making.
- Provided effective solutions to clients, addressing their specific assistance needs.
- Resolved member queries through hotline and email communications with optimal solutions.
- Verified IFA details on FCA sites prior to authorizing third-party actions.
- Collaborated with clients, trustees, and members to ensure timely request completion.
Associate & Senior Associate
Fidelity International
Gurgaon
03.2021 - 01.2025
- Trained junior associates on analytical tools and investment processes to enhance performance.
- Managed team mailbox, ensuring timely responses and organization.
- Delivered service support for companies including BMW, Walt Disney, Facebook, and BlackRock.
- Processed monthly and quarterly transactions in compliance with TPR and DWP standards.
- Handled accounting for tax returns filed with HMRC.
- Prepared annual audit reports for firms such as PwC, EY, KPMG, and Deloitte.
- Coordinated testing cycles across multiple projects to implement process improvements and system modifications.
Assistant Manager, Bar
Sheraton Grand Hotel at Brigade Gateway
Bangalore
01.2020 - 03.2020
- In charge of the High Ultra Lounge's operations and business development.
- Supervised a group of 30 motivated employees.
- Accountable for inventory and planning.
- Facilitated training sessions for new employees on company policies.
- Coordinated staff schedules to ensure adequate coverage and efficiency.
- Supported marketing initiatives by organizing promotional events and materials.
- Implemented process improvements to streamline daily operations and workflows.
- Led team meetings to discuss project updates and address challenges collaboratively.
- Monitored employee attendance records, timekeeping, and payroll information.
- Ensured compliance with safety regulations and company policies.
Food and Beverage Executive
Fairfield by Marriott
Bangalore
06.2018 - 01.2020
- Developed strategies for event coordination, driving financial success.
- Promoted high customer satisfaction through prompt problem resolution and knowledgeable service.
- Identified and addressed customer needs efficiently to enhance overall experience.
- Contributed innovative ideas to bolster team performance and achieve positive outcomes.
- Executed day-to-day duties accurately and with efficiency.
- Assisted customers by answering inquiries and fulfilling requests promptly.
- Fostered strong customer interactions to build lasting relationships.
Food and Beverage attendant
Fairfield by Marriott
Bangalore
06.2016 - 06.2018
- Cultivated a welcoming atmosphere by greeting clients and frequent visitors by name.
- Executed sales strategies to enhance service efficiency and elevate customer satisfaction.
- Prepared dining trays with food, utensils, napkins, and condiments for patrons.
- Engaged customers in friendly conversation to enhance overall bar experience.
- Maintained high service standards during peak hours in fast-paced settings.
- Participated in ongoing training to advance job skills and industry knowledge.
Education
Bachelor of Arts - Hospitality
University of West London
London06-2016
Higher Secondary Examination - School Academics - Commerce
JKG Senior Secondary School
Ghaziabad03-2013
Secondary School Examination -
Delhi Public School Ghaziabad Vasundhra
Ghaziabad03-2011
Skills
- Office software proficiency
- Resource management
- Operational improvement
- Data analytics
- Quality control
- Effective communication
- Collaborative teamwork
- Training and development
- Problem resolution
- Client relationship management
- Stakeholder engagement
- SIGNAVIO process mapping
Languages
- English
- Hindi
Personal Information
- Date of Birth: 11/10/95
- Gender: Male
Accomplishments
- Succesfully onboarded META client to Fidelity as leading the STP testing initiative for first file submission.
- Onboarded 15+ clients into Invest@Work segment, part of testing
- Recognised with GPS certificate, multiple times team level certificates and at various internal platforms.
Timeline
Process Specialist - Customer Operations Team
Fidelity International
01.2025 - Current
Associate & Senior Associate
Fidelity International
03.2021 - 01.2025
Assistant Manager, Bar
Sheraton Grand Hotel at Brigade Gateway
01.2020 - 03.2020
Food and Beverage Executive
Fairfield by Marriott
06.2018 - 01.2020
Food and Beverage attendant
Fairfield by Marriott
06.2016 - 06.2018
Bachelor of Arts - Hospitality
University of West London
Higher Secondary Examination - School Academics - Commerce
JKG Senior Secondary School
Secondary School Examination -
Delhi Public School Ghaziabad Vasundhra