GAYATHRI MANIKANDAN
Girraween
Summary
Experienced, goal oriented, energetic client service professional with over 12 plus years of experience in banking, finance and superannuation exhibiting the highest levels of customer service in the industry. I am seeking a role to further enhance my career with a company of repute.
Overview
20
20
years of professional experience
Work History
Client Care Specialist
Macquarie Bank
07.2022 - Current
- Investigate, Analyze and Resolve all complaints and Disputes
- Providing critical information for SMSF clients
- Acted as case manager and resolved disputes as per AFCA(RG271) legislation
- Collaborated with internal and external stake holders
- Prioritized tasks and shifted priorities seamlessly based on business needs
- Received best Team Member award for speed and efficiency in resolving Complaints
- Trained new team members on systems, business process and assisted them to close complex customer queries
Senior Client Service Officer
Aware Super
05.2014 - 06.2022
- Providing support for Financial Planners, Team Leaders and Regional Manager
- Implementation of financial advice for clients
- Booking Appointments
- Assisting walk-in clients with client-directed transactions
- Providing training for new starters as part of the Financial Planner and Client Services on-boarding program
- Providing support at local area seminars
- Nominated escalation point on the management of risks and issues related to financial planning services
- Managed, communicated, resolved and reported on client complaints in accordance with the Enquiries and Complaints Handling Policy and procedures
- Received the best CSO award for customer satisfaction for three consecutive years
- Zero instances of Service Delivery failures following the financial planning businesses integration
- Trained and coached the client services team to be highly performing individuals with high quality compliance
- Implemented in-house CSO best practices to improve the quality of inbound/outbound phone calls
- Promoted the use of opportunities management to simplify workflow
- Received multiple appreciation and recognition from planners, customers and Team Members
Financial Service Administrator
Colonial First State
01.2010 - 05.2014
- Approached all client situations with a win/win outcome
- Received multiple appreciation emails from different teams for taking ownership of complex issues and resolving them successfully
- Quickly became a trusted teammate known for can do attitude, flexibility and high-quality work
- Responsible for processing complex financial applications ensuring funds are allocated as requested by clients
- Completed all systems alterations and generated written correspondence
- Expertise in conflict resolution, identified issues and liaise with different teams providing solutions to different issues
- Efficient in administrative processes taking end to end ownership and completing different tasks including verification, validation and confirming back to the clients and financial advisers
- Maintained team focus whilst managing financial adviser needs and managing individual work under stringent timelines
- Identified multiple system and service issues and provide advice during team meetings to ensure all issues affecting team performance are addressed and resolved immediately
Administration Assistant
Website Marketing Group
01.2009 - 12.2009
- Responsible for providing administrative support for different departments
- Acted as the first point of contact for client calls and routing them to appropriate senior level executives
- Proficient in making domestic and international travel arrangements for all senior executives
- Involved in organizing, sorting and distributing internal & external mail to relevant teams for distribution
- Scheduled and coordinated meetings, interviews, appointments, events and other similar activities for managers and department heads
- Aided HR team in short listing candidates and scheduled interviews
- Arranged introductory sessions for all new employees and allocated them with computer and other logistics
- Provided exceptional support for managers and team leaders which increased overall efficiency by 30%
- Collaborated with other departments of company to centralize the customer database for easy retrieval of information
- Demonstrated excellent abilities in customer orientation by assisting the marketing department in promotional activities and campaigns
HR Training Officer
Accenture Consulting Services
06.2005 - 12.2008
- Responsible for conducting fortnightly induction programs for new joiners
- Expertise in preparing month end reports using excel spreadsheet and uploading them into the HR Database application
- Arranged introductory sessions for all new employees and allocated them with computer and other logistics
- Responsible for managing on demand and other training schedules – arranging logistics & booking venues
- Supervised and coordinated with vendors for computer hardware upgrade
- Achieved Employee of the Month Award – May 2007
- Reorganized administrative procedures ensure that the process time is shortened
- Helped team in being cost effective by ensuring maximum participation in the training conducted
- Coordinated team events and town hall activities at the best yet economical locations which saved expenses by 40%
Education
Diploma - RG146 Diploma in Financial Planning
Intetrity Education Group
AustraliaBachelor of Arts - Literature
University of Bangalore
IndiaSkills
Exceptional Negotiation
Team Leadership and Development
KYC
AML
Account Management
Client Relationship Management
Fund Administration and Process Improvement
Team Building and Training
Microsoft Office Applications
Microsoft Dynamics
XPLAN
COIN
Salesforce
AdviserNET Gain
Timeline
Client Care Specialist
Macquarie Bank
07.2022 - Current
Senior Client Service Officer
Aware Super
05.2014 - 06.2022
Financial Service Administrator
Colonial First State
01.2010 - 05.2014
Administration Assistant
Website Marketing Group
01.2009 - 12.2009
HR Training Officer
Accenture Consulting Services
06.2005 - 12.2008
Diploma - RG146 Diploma in Financial Planning
Intetrity Education Group
Bachelor of Arts - Literature
University of Bangalore
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