Headline

Customer Service | Operations Specialist | Finance | Edutech | Financial Accuracy

About

I am a dynamic Operations Leader with over 14 years of experience in the finance and edutech industries. I have specialized in process optimization, team leadership, and enhancing customer satisfaction. I have a proven track record of scaling operational efficiency, driving strategic initiatives, and ensuring strict regulatory compliance. With strong analytical and problem-solving skills, I deeply understand industry regulations and emerging technologies. I excel in strategic planning, performance evaluation, financial accuracy, and customer relationship management. Empowering teams and fostering a culture of continuous improvement has been key to my success. Holding an MBA in Finance & Marketing, I am now seeking a Team Lead role in NBFCs, financial institutions, or edutech companies where I can continue to contribute to growth and excellence.

Location

Hyderabad

Work experience

Senior Relationship Manager at MPOWER Financing, Jul 2022 - Present · 3 yrs 10 mos, • Managing a portfolio of educational institutions, building strong relationships, and developing customized financing options to support student enrollment goals. • Coaching and grooming team members, empowering them to provide exceptional customer service and exceed client expectations. • Partnering with financial institutions to secure optimal loan terms and ensuring seamless loan processing for students. • Acting as a trusted advisor, providing comprehensive financial counseling to students and families throughout the financing journey. • Analyzing market trends and competitor offerings to ensure the institution's financing programs remain competitive and attractive to students. • Exceeding enrollment targets by leveraging data-driven insights to identify and connect with prospective students needing financing. • Negotiating favorable terms with lenders, securing the most cost-effective and flexible financing options for students • Leading a high-performing team of 8 Customer Experience Managers and Associate Relationship Managers specializing in educational financing solutions. • Framing and implementing strategic initiatives to increase student enrollment and secure financing for educational programs. • Overseeing the entire student financing lifecycle, from initial inquiry to loan approval and disbursement.

Senior Analyst at HSBC, Aug 2021 - Jul 2022 · 1 yr, Customer Service Excellence: • Delivered exceptional support to U.S. online banking users by resolving technical queries related to credit and retail cards and online banking issues. Comprehensive Support: • Resolved complex inquiries by collaborating with Relationship Managers and stakeholders to deliver effective solutions. • Ensured timely issue resolution within turnaround times (TATs) by actively managing customer queries. Enhancing Team Efficiency: • Streamlined administrative tasks by managing daily schedules and directing team activities. • Championed process improvements and onboarded new team members by sharing expertise and clarifying procedures. Quality Assurance: • Managed multiple work queues, ensuring Service Level Agreements (SLAs) compliance. • Identified and escalated procedural gaps to UK counterparts and implemented new rework processes. Team Communication: • Facilitated daily huddles to foster collaboration and tracked team performance through volume-processed data. • Achieved recognition for quality control by conducting first-line checks on service resolutions, earning accreditation from the onshore business.

Complaints / Escalations Handling / Quality Analyst / Trainer at HSBC, Nov 2019 - Aug 2021 · 1 yr 10 mos

Insurance Complex Calculations at HSBC, Apr 2017 - Nov 2019 · 2 yrs 8 mos

Education

Master of Business Administration - MBA, Finance & Marketing, ICFAI University

Bachelor of Commerce - BCom, Accounting, Taxation, & Management, Berhampur University