UNNI MAYA
Customer Service Officer
3/4 Overtoun Terrace, Hataitai,WGN
Summary
Adapt in managing a diverse range of customer inquiries, ensuring a positive service experience, and maintaining compliance with regulatory standards. Proven ability to handle critical front-line responsibilities, streamline service delivery, and contribute to the financial well-being of customers through effective tax and revenue management. Actively seeking opportunities to leverage extensive customer service skills to advance into roles that offer increased responsibility and career development.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Officer
Inland Revenue
08.2023 - Current
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
Retail Assistant
Chemist Warehouse
05.2023 - 08.2023
- Implemented strategic promotional efforts for increased revenue and foot traffic in the store.
- Handled returns and exchanges professionally, adhering to company policies while prioritizing customer satisfaction.
- Monitored expiration dates on perishable items, reducing waste and ensuring customer safety.
- Provided exceptional support during peak hours by managing long queues and multitasking effectively under pressure.
Associate - Compliance Service
Allianz services
05.2021 - 02.2023
- Sanction screening on assigned customers, Closing False Positive or Assigning alerts to the next level team
- Assisting Allianz Partners & Preparation of instruction manuals
- Performed sanction screening for Sri Lanka, Malaysia, Singapore, New Zealand, Australia, Tokyo, Czech Republic, Malta, Germany, Greece, Russia, Ukraine, Morocco, China, Colombia, Egypt, France and Hong kong customers based on Instruction Manuals.
Privilege Banker (NRI)
ICICI BANK LTD
06.2020 - 05.2021
- Demonstrated expertise in enhancing customer satisfaction through personalized financial solution, cross selling products for revenue growth and ensuring regulatory compliance. Excelled in managing high net-worth client portfolios and streamlining banking processes for efficiency.
- Skilled in building long term client relationships, conducting financial reviews and developing targeted marketing campaigns. Recognized for mentoring junior staff and leading customer satisfaction initiatives.
- proficient in utilizing financial software, implementing financial controls and conducting due diligence on investments. Contributed to strategic financial planning and improved financial reporting accuracy.
Education
Master of Business Administration - Human Resource And Finance
APJ Abdul Kalam Technological University
India 01.2018 - 03.2020
Bachelor of Commerce -
Kerala University
India 03.2017 - 02.2020
Understanding Financial Markets - Marketing Management And Research
University of Geneva
Strategic Performance Management - Human Resources Management
Indian Institute of Technology
IndiaSkills
Complaint resolution
Call Documentation
CRM Software
Complaint Handling
Information Protection
Call center experience
Documentation And Reporting
Records Maintenance
Customer Support
Complaint resolution
References
References are available on request
Timeline
Customer Service Officer
Inland Revenue
08.2023 - Current
Retail Assistant
Chemist Warehouse
05.2023 - 08.2023
Associate - Compliance Service
Allianz services
05.2021 - 02.2023
Privilege Banker (NRI)
ICICI BANK LTD
06.2020 - 05.2021
Master of Business Administration - Human Resource And Finance
APJ Abdul Kalam Technological University
01.2018 - 03.2020
Bachelor of Commerce -
Kerala University
03.2017 - 02.2020
Understanding Financial Markets - Marketing Management And Research
University of Geneva
Strategic Performance Management - Human Resources Management
Indian Institute of Technology