VARUNI RAMESH
Bathurst,NSW
Summary
Seeking a challenging role in Customer Support, Operations, or Team Leadership, leveraging a robust skill set and a proven track record of rapid career progression.
Offering 5 years of experience in Client Service, Customer Success and Team Management within the Banking and Finance Industry. Leading as a Process Specialist at , showcasing outstanding multitasking abilities and strong leadership skills. Possess a comprehensive understanding of Customer Management, Communication, Escalation Handling, Fraud Management, Project Management and Anti-Money Laundering. Recognized for effectively managing 1LOD, Risk Strategy, and Governance at HSBC Electronic Data Processing Pvt. Ltd. Expertise in developing & implementing client service strategies that increase sales while providing a positive experience for all clients. Competent in coordinating with different internal departments to ensure smooth functions and increase overall process efficiency. Achieved substantial increase in customer satisfaction ratings through proactive customer service initiatives and meticulous attention to detail, leading to recognition as the Highest CSAT Achiever for the Month.
Process professional with proven track record in optimizing workflows and improving operational efficiencies. Known for strong collaboration and adaptability, capable of delivering consistent results in dynamic environments. Excels in process analysis and team collaboration, ensuring reliable and flexible support for changing needs.
Overview
7
7
years of professional experience
Work History
Process Specialist
Cognizant Technologies
05.2024 - 02.2025
- Preparing documentation or visuals of campaign performance for client; analyzing trends in CSAT and NPS scores to identify areas for improvement
- Working with sales & marketing teams to boost customer referrals and develop case studies
- Acting as SPOC for Customer Support Professionals, Sales Development Representatives, Marketing teams
- Interacting with the sales representatives to understand their relationship with the customer
- Partnering closely with other cross-functional team members to translate business needs and product requirements into new customer solutions
- Managing unique sales scenarios to facilitate the successful closure of sales deals, leveraging specialized process expertise
- Coordinated with cross-functional departments for various administrative activities
- Successfully spearheaded strategic initiatives to enhance the team productivity of a group comprising 18-20 Member.
- Should be a single point of contact in terms of process and knowledge.
- Responsible for delivering operations for the team including workflow scheduling quality productivity policy adherence.
- Manage and coach associates individuals and team performance against expected metrics and targets.
- Motivate team to exceed targets.
- Coach and develop associates who are direct reportees.
- Should analyze reports for business improvement.
- Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions.
- Served as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
- Streamlined communication within the team, leading to better project coordination and timely completion of tasks.
Assistant Manager
HSBC Electronic Data Processing Pvt. Ltd.
10.2020 - 07.2023
- Managed the transition of risk controls during system migration, addressing intricate management reporting needs effectively
- Produced MI reports to fulfill regulatory requirements, enhancing transparency and accountability
- Streamlined control monitoring processes, optimizing operational efficiency and risk mitigation
- Collaborated with external auditors to address audit findings and documentation requirements, ensuring compliance with regulatory standards
- Provided regulatory risk consulting for the US region, ensuring adherence to regional compliance standards
- Monitored and reviewed clients' reporting to regulators, ensuring high-quality assurance and compliance
- Prepared monthly regulatory reports for the US-based team, ensuring accurate and timely submissions
- Handled fraud dispute queries and played a pivotal role in customer service, safeguarding customer accounts and mitigating fraud
- Prepared investigative reports and documented findings, ensuring comprehensive fraud prevention and protection
- Spearheaded the preparation of ERA files, achieved the highest CSAT for the month, and received multiple awards for outstanding performance and dedication
- Played a key role in fraud prevention, utilized SAS for fraud management, and effectively monitored suspicious transactions, contributing to effective anti-money laundering measures
Customer Service Representative
HSBC Electronic Data Processing Pvt. Ltd.
07.2018 - 09.2020
- Managed the transition of risk controls during system migration, addressing intricate management reporting needs effectively
- Produced MI reports to fulfill regulatory requirements, enhancing transparency and accountability
- Streamlined control monitoring processes, optimizing operational efficiency and risk mitigation
- Collaborated with external auditors to address audit findings and documentation requirements, ensuring compliance with regulatory standards
- Provided regulatory risk consulting for the US region, ensuring adherence to regional compliance standards
- Monitored and reviewed clients' reporting to regulators, ensuring high-quality assurance and compliance
- Prepared monthly regulatory reports for the US-based team, ensuring accurate and timely submissions
- Handled fraud dispute queries and played a pivotal role in customer service, safeguarding customer accounts and mitigating fraud
- Prepared investigative reports and documented findings, ensuring comprehensive fraud prevention and protection
Education
MBA - Operations
01.2023
B.Com. -
01.2012
Skills
- Client Service
- Customer Success
- Team Management
- Customer Management
- Communication
- Escalation Handling
- Fraud Management
- Project Management
- Anti-Money Laundering
- Stakeholder management
- Money handling
- Call center experience
- Customer relations
Languages
English
Tamil
Telugu
Kannada
Hindi
Personal Information
Date of Birth: 12/16/95
Significant Accomplishments
- Star of the Team in 2020 & 2021
- Pilot Project Success Award in 2021
- Highest CSAT for the Month in 2020
- Wall of Fame in 2020
- FCR Champion in 2020
- CSAT Excellence in 2018
Timeline
Process Specialist - Cognizant Technologies
05.2024 - 02.2025
Assistant Manager - HSBC Electronic Data Processing Pvt. Ltd.
10.2020 - 07.2023
Customer Service Representative - HSBC Electronic Data Processing Pvt. Ltd.
07.2018 - 09.2020
MATS University - B.Com.,
CMS Jain University - MBA, Operations
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