Yashika Sureshbabu

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Attended weekly team meetings to enhance service knowledge and gain insight into beneficial issue resolution strategies.
• Engaged in user support interactions via telephone and email platforms.
• Generated reports to track performance and analyze trends.
• Offered assistance in implementing and developing training programs.
• Helped streamline repair processes and update procedures for support action consistency.
• Maintaining Team confluence page – Creating & Maintaining process documents -SOPs.
• Process Updates – keeping my team up to date on process with regular updates via mail, call & updating confluence page.
• Performing internal Audits, Ticket calibration & Call calibration.
• Track team SLA & OLA.
• Reporting- Updating weekly & monthly reports.
• Trainings for the team (New Joiner & Refresher).
• Workload Balancing & SD Queue Management.
• Conduct UAT & ORT for new clients / existing clients.
• Participate in Hypercare calls and ticket scrubbing.
• Prepare team roster.

• Account opening and maintenance for Personal Banking customers.
• Handling mailbox and CCU complaints.
• Handling NTB and ETB customers.
• ADHOC-Activities including PO issuance, KYC remediation for high risk and medium risk customers.

Client: Deutsche Bank
Responsibilities Handled
Worked as Trading Account Opening and maintenance analyst.
Worked as an Analyst for BREIXT Migration.
Maintaining clients trading account (amending the account per client instruction).
Updating Standard Settlement Instructions.
Opening Trading Account for 2 main Products (Fixed Income and Cash Equities).

Client: Allianz Life.
Business Process Specialist in a team size of 12 resources and accountable for all task completion in WMS
(Workload Management System).
Working as an Associate for the Initial Review and Follow up Teams.
Handled sub processes.

Handling mailbox.
Performing Quality Checks, assigning the work.
Maintaining Daily, weekly, and monthly reports.
Involved in MIS reporting activity - in preparation of internal specific reports, consolidation of
productivity (volume & error) trackers from team lead.
Training new joiners to team.