Indhu Susan Alex

I have been entrusted with the role of Senior Manager, Cloud Support for several banks (CIBC, Wells Fargo, US bank, Scotia Bank, PNC, M&T, ANZ Australia, Truist are a few among my clients) where I develop and maintain long-term business relationships by serving as an internal client liaison and meeting customer expectations with the help of my team

• I report directly to the Director and represent him for client meetings
• I spearhead a team of customer service associates who report directly to me
• I am very highly recognized by my organization and have been assigned the role of Single Point of Contact for prestigious clients in both United States and North America.
• Influences and negotiates to achieve business objectives.
• Identifies emerging issues and trends to inform decision making.
• Analyse and translate business objectives to strategies.
• Improve customer experience
• Develops and Reviews detail plans for strategic management.
• Collaborate cross-functionally with business, IT leads, and stakeholders to closely monitor SAAS implementations and alert the respective teams on any issues faced.
• Resource and vendor management
• Incident Management
• Business consulting and client management
• Regular client engagement
• Review all case notifications within target service level agreements.
• Review and provide resolutions to technical and functional incidents.
• Client service management in the dynamic and demanding work environment.
• Remove impediments through proactive management to ensure timely product delivery to clients.
• Strong collaboration and relationship with internal and external stakeholders - Managing multiple service providers.
• Key participant in formulating and maintaining the Key Performance Indicators of the team.
• Ensuring Operational efficiency of the team to ensure high quality service delivery.
• Assist the team and the client on the change management process.
• Identify areas for process improvements.
• Coordinate various training activities for the team to provide exceptional client services.
• Liaising with different individuals and different teams within the organizational unit to identify customer requirements and meet customer expectations
• Perform necessary stakeholder communication.
• Achieved operational excellence by streamlining processes and implementing best practices.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Developed strategic plans for business growth, resulting in increased revenue and market share.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
• Mentored junior staff members for skill development and career progression within the organization.
• Consistently met or exceeded annual performance targets set by senior leadership.
• Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
• Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
• Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
• Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
• Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
• Provided strong leadership to enhance team productivity and morale.
• Implemented and developed operational standards, policies and procedures.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Developed proposals and presentations for internal and external audiences.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Executed appropriate staffing and budgetary plans to align with business forecasts.
• Recommended and implemented successful strategies to maximize revenue.
• Established team priorities, maintained schedules and monitored performance.
• Defined clear targets and objectives and communicated to other team members.

Contract Project: Client Data Integrity Project

• Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
• Increased team productivity by providing ongoing training and support to customer service representatives.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
• Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
• Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
• Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
• Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
• Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
• Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
• Took ownership of customer issues and followed problems through to resolution.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Kept accurate records to document customer service actions and discussions.
• Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
• Launched quality assurance practices for each phase of development
• Developed detailed plans based on broad guidance and direction.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Ensuring operational efficiency of the team to ensure high quality service delivery.
• Regular client engagement
• Incident management
• Analyse and translate business objectives to strategies.
• Client service management in the dynamic and demanding work environment
• Strong collaboration and relationship with internal and external stakeholders - Managing multiple service providers.
• Review and provide resolutions to technical incidents.
• Assist the team and the client on the change management process.
• Key participant in formulating and maintaining the Key Performance Indicators of the team
• Ensured all Service Level Goals were met consistently about processing activities and enquiries.

• I was assigned with the responsibility to understand customer requirements and meet customer expectations with the support of my team and mentor and build my team
• I was highly recognized and awarded certificates of achievements several times.
• Tools and Technical Skills: Banking Software Application (Finacle), MS Office Suite, Jira, Lucid Charts
• Improved customer service experience created engaged customers and facilitated organic growth.
• Planned, coordinated, and controlled the activities of the team to maintain and enhance customer relationships and meet organizational and operational objectives.
• Developed customer service procedures, policies, and standards.
• Business Consulting
• Mentored and developed internal teams.
• Managing multiple service providers
• Communicate cross-functionally within the organization.
• Updated about any changes in the industry and related policies.
• Ensuring all new product features meet client requirements.
• Ensured all client commitments were accomplished accurately meeting Service Level Agreements
• Strictly adhered to all bank operating policies and procedures
• Attended extensive training in products and services, compliance, and knowing your customer norms.
• Produced progress reports for submission to business units and regulatory authorities.
• Increased team productivity by implementing streamlined processes and effective communication strategies.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
• Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
• Maintained professional, organized, and safe environment for employees and patrons.
• Managed and motivated employees to be productive and engaged in work.
• Cross-trained existing employees to maximize team agility and performance.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Defined clear targets and objectives and communicated to other team members.