PROFESSIONAL EXPERIENCE
Senior Banking Operations Representative – U.S. Retail & Business Banking
Concentrix (Supporting JPMorgan Chase Bank, N.A. — U.S. Banking Operations)
June 2021 – Present
- Delivered end-to-end customer support for U.S. Chase Bank account holders across checking, savings, money market, and certificate of deposit (CD) product lines — resolving online and mobile banking queries with precision, empathy, and consistent first-contact resolution (FCR).
- Utilised advanced communication and active listening skills to de-escalate complex customer concerns, prevent unnecessary escalations to senior tiers, and ensure every customer interaction closed with a positive, resolved outcome.
- Managed CD investment discussions with customers — renegotiating terms, advising on reinvestment options, and aligning CD choices with individual financial objectives to maximise customer satisfaction and portfolio retention.
- Filed and processed transaction-related claims on behalf of customers — including unauthorised charges, billing errors, and disputed transactions — ensuring timely resolution within service-level timelines and applicable regulatory frameworks.
- Exercised independent judgment in evaluating and approving overdraft fee waivers and penalty reversals, balancing customer fairness with bank policy and risk guidelines to make consistent, defensible decisions.
- Proactively identified and prevented potential fraudulent activities on customer accounts — flagging suspicious transaction patterns, guiding customers on account security best practices, and initiating protective measures to safeguard account integrity.
- Executed seamless account-to-account wire transfers and internal fund movements, walking customers through multiple transfer options (Zelle, ACH, wire) and recommending the most cost-effective and timely solution for their specific needs.
- Facilitated account conversions — upgrading or transitioning customers between Chase product tiers — by identifying the right product fit through consultative dialogue and delivering a smooth, fully guided conversion experience.
- Presented and discussed current Chase banking promotions, offers, and product features to relevant customers — effectively matching offers to customer needs and contributing to monthly cross-sell and product adoption targets.
- Consistently made customers feel valued and heard through warm, professional, and solution-focused communication —
contributing to above-target Net Promoter and customer satisfaction scores.
Finance Subject Matter Expert – SaaS Learning Platform
Study.com
October 2019 – May 2021 | Remote | Contractual
- Developed and reviewed comprehensive finance course content covering financial analysis, corporate budgeting, forecasting,
investment principles, credit risk, and capital markets for Study.com's global online SaaS learning platform.
- Authored assessment questions, quizzes, worked examples, and learning modules aligned with undergraduate academic standards and professional finance certification frameworks, ensuring both pedagogical rigour and real-world applicability.
- Collaborated remotely with curriculum editors and instructional designers to ensure factual accuracy, pedagogical clarity, and practical relevance of all financial content delivered to a global learner audience.
- Validated and quality-assured 50+ existing finance modules — correcting technical inaccuracies and updating content to reflect current industry standards, regulatory practice, and market developments.
- Applied Master of Financial Management expertise (Mumbai University) to create real-world case studies in financial ratio analysis, balance sheet interpretation, cash flow modelling, and investment appraisal for practitioner-grade educational content.
- Maintained consistently high editorial approval ratings, with content routinely accepted at first-review stage — demonstrating both subject matter depth and the precise written communication skills essential for SaaS content delivery at scale.
- Leveraged prior experience in credit risk analysis and financial forecasting to deliver practitioner-grade insights within an academic content framework, bridging the gap between theory and professional practice.
Sales Manager – Client Relations & Team Development
Jain Estate Marketing Services
May 2019 – September 2019
- Led a high-performance real estate sales team, driving consistent weekly sales of residential apartments across premium
Mumbai developments through rigorous pipeline management and team performance coaching.
- Designed and delivered comprehensive sales training programmes covering professional presentation delivery, advanced objection handling, strategic follow-up techniques, and deal negotiation frameworks — measurably improving individual conversion rates.
- Conducted regular competitor market surveys and contributed to pricing strategy for developers — aligning pricing with market dynamics to maximise absorption rates while protecting developer margins.
- Assisted senior management in deal negotiations for high-value transactions, ensuring optimal conversion outcomes and high levels of client satisfaction throughout the purchase journey.
- Achieved consistently strong sales velocity in volatile market conditions through rigorous lead management, disciplined pipeline tracking, and hands-on coaching of junior team members.
Team Fulfilment Executive – Wealth Management
International Money Matters Pvt Ltd
March 2017 – February 2019
- Conducted in-depth investment advisory discussions with High Net Worth (HNW) clients, primarily Non-Resident Indians (NRIs),
reviewing and recommending personalised investment strategies aligned with individual risk profiles and financial objectives.
- Managed end-to-end investment execution — from collating documentation and regulatory paperwork through to supervising live transaction processing across mutual funds, fixed income, and equity instruments.
- Coordinated with Chartered Accountants on behalf of clients regarding income tax obligations, NRI repatriation requirements,
and Double Tax Avoidance Agreement (DTAA) documentation — ensuring full regulatory compliance.
- Managed all aspects of office administration including records management, compliance documentation, client correspondence,
and vendor coordination.
- Built long-term, trust-based client relationships through proactive portfolio reviews, transparent communication, and consistent delivery against investment expectations.
Customer Relations Advisor – Multi-Role Progression
Tech Mahindra Business Services (formerly Hutchison 3 Global Services, Australia)
November 2008 – November 2016
2 Years — Sales Support, Telecom Sector
- Provided end-to-end sales support for telecom products and services, coordinating between sales, technical, and billing teams to ensure seamless customer onboarding and order fulfilment for Vodafone Australia accounts.
- Managed pre-sales documentation, service provisioning workflows, and internal escalations to maintain sales momentum and customer satisfaction benchmarks.
4 Years — Customer Retention & Conversion
- Spearheaded customer retention campaigns for Vodafone Australia subscribers, achieving consistently high conversion and save rates through consultative engagement, tailored offer matching, and proactive churn-risk identification.
- Applied advanced objection-handling and value-based selling techniques to retain high-value accounts, contributing to revenue protection targets quarter on quarter.
- Mentored and trained new team members on retention strategy, product knowledge, and compliance-aligned communication standards.
2 Years — Credit Risk Management & Account Assessment
- Assessed consumer and business phone connection applications for Vodafone Australia, applying credit risk evaluation frameworks using multiple Australian credit bureau scores (Equifax, Dun & Bradstreet) alongside identity and visa verification.
- Conducted thorough identity verification and residency eligibility checks, making independent approve or decline decisions on account applications within strict regulatory timelines.
- Maintained rigorous documentation standards in compliance with Australian telecommunications regulatory requirements — achieving zero audit findings throughout this tenure.
- Received Star Performer Award for maintaining 100% quality and compliance standards throughout the credit risk assessment period.
Junior Processing Officer – Credit Card Operations
Citi Group Global Services Ltd
February 2007 – September 2008
- Managed end-to-end resolution of U.S. credit card customer enquiries and account issues — including billing disputes, payment queries, account maintenance, and product information — maintaining high first-contact resolution rates across all interactions.
- Facilitated balance transfer requests for customers — assessing eligibility, explaining terms and promotional rates, and processing transfers accurately within system and regulatory guidelines to support customer debt consolidation objectives.
- Cross-sold and promoted add-on credit card products and services — including payment protection insurance, reward programme enhancements, and credit limit upgrades — through needs-based consultative conversations that aligned product benefits with individual customer profiles.
- Consistently achieved top-tier performance scores across accuracy, customer satisfaction, and compliance metrics —
recognised for applying professional communication, empathy, and attention to detail in every customer interaction.
Sales Executive – U.S. Outbound Banking
GTL Ltd (GlobalTeleSystems)
July 2005 – January 2007
- Managed U.S.-based outbound sales of credit card and banking products, building foundational knowledge of U.S. banking regulations, account eligibility criteria, and customer verification processes.
- Won award for Highest Number of Sales in a Day — recognised as top performer across the entire outbound sales floor through superior product knowledge and persuasive, customer-centric communication.
- Won award for Highest Sales in a Month — demonstrating sustained excellence, disciplined pipeline management, and deep understanding of U.S. consumer banking products.
