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amit soni

@amitsoni3

Banking operations specialist at Infosys supporting Metro Bank UK, reducing recurring escalations by 25% through root cause analysis.

India

Message

At Infosys, I handle high-level customer complaints for the Metro Bank UK process, maintaining 97%+ SLA compliance. I also use root cause analysis to address recurring process failures, reducing escalations by 25%.

Previously, at CONCENTRIX on the Axis Bank Credit Card Division, I resolved escalated disputes and analyzed complaint trends, contributing to a 20% increase in First Contact Resolution. My experience also includes customer service and operations at KOTAK MAHINDRA BANK and the Bank of Baroda process at FIRSTSOURCE.

Experience

Work history, roles, and key accomplishments

Current

Process Specialist – Banking Operations & Escalations

Current

Infosys

Feb 2025 - Present (1 year 7 months)

Own end-to-end resolution for 40+ high-level customer complaints weekly for Metro Bank UK, maintaining 97%+ SLA compliance. Performed RCA on repetitive process failures, lowering recurring escalations by 25% within 6 months.

Escalation Management Complaint Resolution Root Cause Analysis SLA TAT Governance Risk Mitigation Fraud and Query Management T24 TS2 System Genesys Cloud Excel Case Management Systems Regulatory Compliance

Customer Service Representative – Escalation Management

Concentrix

Jun 2022 - Feb 2025 (2 years 8 months)

Closed 35+ complex escalated credit card disputes daily via case management interfaces, meeting TAT metrics. Executed data analysis and RCA on card complaint trends, boosting First Contact Resolution rate by 20%.

Escalation Management Complaint Resolution Root Cause Analysis SLA TAT Governance Risk Mitigation Fraud and Query Management TS2 Credit Card Platform CRM Platforms Excel Case Management Systems Regulatory Compliance

Assistant Manager – Customer Service & Operations

Kotak Mahindra Bank

Dec 2021 - May 2022 (5 months)

Managed high-volume inbound customer queries for core banking products, resolving 90+ real-time service issues daily while upholding 96%+ CSAT scores. Maintained compliance standards with 100% accuracy in CRM case documentation for 200+ clients monthly.

Customer Service Operations Complaint Resolution CRM Platforms Excel Regulatory Compliance Risk Mitigation

Customer Service Associate

Firstsource

Sep 2020 - Nov 2021 (1 year 2 months)

Handled 80+ inbound customer inquiries daily for Bank of Baroda, providing rapid transactional problem resolution under RBI regulatory standards. Sustained performance quality metrics, achieving Internal Quality Audit Scores above 95%.

Customer Service Operations Complaint Resolution Regulatory Compliance Excel CRM Platforms