Tanvi Mathur
Hoppers Crossing,VIC
Summary
Proven achiever with extensive experience at MUFG Pensions & Market Services, adept in case management and Python programming. Excelled in streamlining processes, enhancing customer satisfaction, and reducing costs through automation. Skilled in problem-solving and analytical thinking, consistently delivering impactful business insights and achieving positive client outcomes.
Overview
9
9
years of professional experience
Work History
Case Manager - Client Service Advisor
MUFG Pensions & Market Services
06.2023 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
Quality Assurance Analyst
MUFG Pensions & Market Services
07.2023 - 09.2023
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Designed, documented and executed test scenarios to identify software bugs.
Case Manager - Escalations
MUFG Pensions & Market Services
01.2023 - 06.2023
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Coordinated efforts with other departments to ensure seamless service delivery during critical situations involving multiple parties.
- Developed key performance indicators to monitor the effectiveness of escalation management initiatives.
Customer Service Representative
MUFG Pensions & Market Services
06.2022 - 12.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Business Analyst
Standard & Poor's Global
01.2020 - 02.2022
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Used statistical methods to analyze data and generate useful business reports.
- Reduced operating costs by automating manual data processes using scripting languages such as Python or R.
- Accelerated project completion by collaborating with cross-functional teams and utilizing agile methodologies.
Banking Officer
ICICI Bank
05.2015 - 12.2020
- Maintained strict adherence to regulatory guidelines, minimizing compliance risks for the bank.
- Assisted clients with various banking needs including account openings, loan applications, and financial planning advice.
- Resolved complex customer issues efficiently, ensuring a positive experience for all parties involved.
- Analyzed customer profiles to identify appropriate products and provide value-added approaches to client issues.
Education
MBA - Management Information Systems
Torrens University Australia
Melbourne, VIC05.2024
Bachelor's - Finance
Ahmedabad University
India04.2015
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Analytical Thinking
- SQL and Databases
- Tableau Software
- Python Programming Knowledge
- Power BI Reporting
- Experience with JIRA
Languages
English
Full Professional
Hindi
Full Professional
Timeline
Quality Assurance Analyst
MUFG Pensions & Market Services
07.2023 - 09.2023
Case Manager - Client Service Advisor
MUFG Pensions & Market Services
06.2023 - Current
Case Manager - Escalations
MUFG Pensions & Market Services
01.2023 - 06.2023
Customer Service Representative
MUFG Pensions & Market Services
06.2022 - 12.2022
Business Analyst
Standard & Poor's Global
01.2020 - 02.2022
Banking Officer
ICICI Bank
05.2015 - 12.2020
MBA - Management Information Systems
Torrens University Australia
Bachelor's - Finance
Ahmedabad University
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