RAGHUL M

Maintained 100% adherence to Service Level Agreements (SLA), achieving a flawless record of nil breaches and upholding operational excellence.

Prepared and processed Management Information System (MIS) reports, executing daily reconciliation activities to monitor and validate critical financial entries.

Executed and delivered comprehensive Knowledge Transfer (KT) sessions to new and existing associates, significantly enhancing team proficiency and ensuring seamless operational continuity.

Managed and executed reconciliation activities for card letters across both Email and Postal services, ensuring accurate record-keeping and regulatory compliance.

Managed the end-to-end processing of high-volume journal entry requests, averaging 100 entries daily from cross-functional teams, ensuring timely and accurate posting.

Spearheaded rigorous validation procedures for all journal entries, including pre-check validations and confirmation of approver comments and adherence to threshold limits prior to processing.

Successfully processed journals involving high-value threshold amounts, including transactions up to 200 million AUD, demonstrating precision in financial operations.

Utilized outstanding product knowledge to achieve high levels of customer satisfaction, effectively resolving inquiries and enhancing user experience.

Actively listened to customers, thoroughly understanding requests and addressing concerns comprehensively to provide precise and effective solutions.

Resolved complex customer queries and problems through clear, step-by-step communication, improving issue resolution efficiency.

Innovated and implemented new methods to resolve process, technology, and team-related challenges, significantly improving overall operational efficiency.

Conducted proactive follow-up on customer interactions to ensure ongoing support and satisfaction, fostering positive customer relationships.

Responded to customer emails with accuracy and professionalism, maintaining high standards of written communication and service quality.

Monitored emails to promptly collect and respond to customer complaints, ensuring timely resolution and improved customer satisfaction.

Managed high-volume telephone calls, efficiently addressing and resolving customer queries to maintain high service standards.

Coordinated referrals and escalations to obtain specialized support when required, ensuring complex issues were resolved effectively.

Adhered strictly to established scripts and processes while handling external phone calls, ensuring compliance and consistent service delivery.

Maintained detailed records of customer interactions for future reference and analysis, supporting data-driven service improvements.

Processed customer refunds, exchanges, and service requests accurately and promptly, enhancing operational efficiency and customer trust.

Promoted company products using approved techniques, consistently exceeding performance expectations and contributing to revenue growth.