Headline

An experienced professional with over 12 years of experience in customer services and client management with expertise in retail banking, mortgage, and the ADP HCM tool.

About

As a certified Administrative Assistant and HR Generalist with extensive experience in client management, I bring a wealth of knowledge and expertise to the table. My professional journey has equipped me with a deep understanding of payroll processes, particularly for Canadian clients, and a strong background in retail banking and mortgage support for high-net-worth clients in the UK. At ADP Pvt Ltd, I played a pivotal role as an Analyst, where I was responsible for implementing and configuring payroll processes for Canadian customers. My ability to train and support clients' HR teams, ensure compliance, and resolve critical issues has been instrumental in my success. During my tenure at HSBC EDPI, I excelled as a Client Support Coordinator, assisting retail bank clients and branches with mortgage-related services and handling personal and business banking queries for UK clients. My dedication to promoting financial benefits and enhancing customer services has always been a top priority. My career began at Sutherland Global Services Pvt Ltd as a Customer Support Executive, providing semi-technical support for Symantec's Norton product through voice support. This role honed my skills in customer service and technical support, laying a strong foundation for my future endeavors. In addition to my core responsibilities, I have taken on roles as a Process Auditor and Mentor, ensuring compliance and quality checks while coaching and mentoring new hires on processes and procedures. I am passionate about leveraging my skills and experience to contribute to the success of my team and organization. Let's connect and explore how we can collaborate to achieve great results!

Location

Hyderabad

Work experience

Dispute Case Handler at HSBC, Jul 2024 - Present · 2 yrs, Hyderabad, Telangana, India, Undertake a multi-disciplined customer service delivery role, providing multi-channel support for key aspects of the Cards journeys. Support customers through more challenging times where they need to dispute a card payment as well as more general queries relating to their debit or credit cards. Handle complex Card queries as well as general queries relating to their debit/credit cards, supporting our customers fully. Process key dispute, ATM and other cards queries, through specialist systems to resolve issues raised by the customer, in a timely and efficient manner, adhering to regulatory scheme directives. Coaching and team member development to support the improvement of knowledge, skills and capability to successfully perform the functions.

Payroll Analyst at ADP India, Dec 2013 - Jul 2019 · 5 yrs 8 mos, India, Job Summary: Support HNI and SME Canadian customers with ADP Cloud-based Human Capital Management system. Key Responsibilities:  Understand the client’s Time and Attendance capturing requisite.  Construct these requirements in the Time / Accrual / Schedule Module of ADP HCM System  Set up both the web-based module and the time clock to record IN & OUT at the client's site.  Guide and assist the client users to adapt and verify the set up module.  Regularly monitor and troubleshoot issues if any, within the speculated time frame.  Provide guidance on key aspects of compliance and regulations.  Collect VOCs from existing Customers on product and performance.  Propose and obtain approval or authorization from Business regarding changes to guidelines, policies, and procedures.  Train and guide team members on changes in methods, policies, processes, and regulations for the project.  Partnership closely with the Sales team to understand commitments to customers and ensure the same is fulfilled through product implementation

Client Relationship Specialist ( Retail & Mortage) at Hsbc Electronic Processing India Private Limited, Mar 2006 - Apr 2011 · 5 yrs 2 mos, Bengaluru, Karnataka, India, Banking – Personal & Business (UK Region)  Interacting with Customers with regards to queries such as Transactional details pertaining to their account  Addressing Customer concerns regarding General A/c modifications, pledge/unpledged of instructions  Supporting Business Customers to manage the account efficiently with regards to fund inflow and outflow  Generating New Business through promoting the various financial Benefits and enhancing existing Customers Services thereby contributing to Profitability & high-quality Customer Relationship Management Mortgages (UK Region)  Assist HSBC Branches on queries related to pre and post processing and redeeming of mortgages  Assist third parties like councils/financial institutes/solicitors/valuers & surveyors on details related to their clients’ mortgage.  Guide customers in getting equipped with personal & business banking website of HSBC for various banking activities and help them in account management.  Handle Mortgage Collections for US Customers as well. Additional Responsibilities handled  Process Auditor (Quality Check) – Was part of 4-member team responsible for verifying and updating records of each individual handling the calls as well as overall process to ensure that guidelines and requirements laid out by the Bank are met. Successfully completed the audits 2 years period with zero non compliancy.  Mentor - coach and mentor new Hired regarding the process and procedures, updating them with the new banking legislation implemented.

Customer Support Professional (Semi-Tech) at Sutherland, Sep 2004 - Jan 2006 · 1 yr 5 mos, Mumbai, Maharashtra, India, Provide semi-technical support for the customers of SYMANTEC, one of the top known companies providing security solutions, through Voice Support for the product NORTON

Education

Bachelor's degree, Business/Commerce, General, Osmania University

Bachelor of Commerce - BCom, Business/Commerce, General, Osmania University