Vishal Ruparel

Results-driven customer service professional with over six years of experience across financial services, banking, and operational environments. Proven track record of resolving customer complaints at first point of contact, building lasting client relationships, and consistently exceeding service standards. Adept at working under pressure in fast-paced settings while maintaining a calm, professional demeanour.

Seeking to leverage strong communication, problem-solving, and stakeholder management skills within a customer-focused organisation.

Warehouse Operative at Industria (2024-04 – Present)

• Consistently achieved daily picking targets of 100+ orders while maintaining a 99% accuracy rate, demonstrating meticulous attention to detail under high-volume conditions.
• Proactively identified and reported order discrepancies, reducing processing errors and improving overall workflow efficiency for the wider team.
• Provided additional operational support during peak trading periods, helping sustain on-time dispatch performance against tight SLA targets.
• Recognised by management for exceptional reliability and a strong work ethic in a demanding, fast-paced warehouse environment.

Warehouse Stock Auditor at Industria (2023-07 – 2024-02)

• Maintained stock accuracy above 98% through rigorous auditing cycles and systematic inventory checks across multiple product categories.
• Identified and resolved inventory discrepancies swiftly, minimising stock variances and reducing the risk of order fulfilment errors.
• Improved overall data quality by consistently updating and monitoring stock management systems, ensuring real-time record accuracy.

Branch Manager at SK Forex and Financial Services (2019-07 – 2022-08)

• Managed escalated customer complaints end-to-end, achieving a first-contact resolution rate of 90%+, significantly reducing repeat contacts and improving CSAT.
• Drove measurable improvements in customer retention by developing personalised client solutions and cultivating trusted, long-term relationships.
• Oversaw all branch operations including staff scheduling, compliance monitoring, and service delivery, consistently meeting regulatory and quality benchmarks.
• Contributed to branch revenue growth through proactive identification of customer needs and delivery of tailored financial service recommendations.

Business Support Administrator at Santander (2018-03 – 2018-08)

• Processed and reviewed high volumes of customer cases with a strong focus on accuracy, compliance, and timely resolution within agreed SLA frameworks.
• Resolved complex customer queries by collaborating efficiently across multiple internal departments, reducing case handling time and improving outcomes.
• Upheld FCA compliance and internal quality standards across all case interactions, contributing to a consistently high audit performance rating.

Commercial Customer Associate at HSBC (2017-06 – 2017-12)

• Delivered consistently high-quality service to business banking customers, contributing to improved satisfaction scores across the commercial portfolio.
• Handled customer enquiries and complaints professionally, applying sound knowledge of banking products to provide clear, accurate resolutions.
• Built strong, trust-based client relationships through proactive communication, ensuring customers felt valued and well-supported at every interaction.

Bachelor of Commerce in Accounting & Finance – K.V. Pendharkar College, Mumbai (2010)