# amit soni

amit soni is a remote worker on Himalayas, Process Specialist – Banking Operations & Escalations at Infosys, based in India.

Source: https://himalayas.app/@amitsoni3

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 70k+ INR |
| Job categories | Banking Operations Analyst, Escalation Management Advisor, Customer Service, Assistant Manager |
| Skills | Banking Operations, Escalation Management, Complaint Resolution, Root Cause Analysis, SLA Governance, SLA TAT Governance, Customer Service Operations, Regulatory Compliance, Risk Mitigation, Fraud Management, Query Management, Data Analysis, Genesys Cloud, Temenos T24 Core Banking, TS2 Credit Card Platform |
| LinkedIn | https://linkedin.com/in/amitsoni-5a10a3282 |

## About

```text
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

### Process Specialist – Banking Operations & Escalations (current)

[Infosys](https://himalayas.app/companies/infosys-limited). Feb 2025 - Present

```text
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.
```

Skills: 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](https://himalayas.app/companies/concentrix). Jun 2022 - Feb 2025

```text
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%.
```

Skills: 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](https://himalayas.app/companies/kotak). Dec 2021 - May 2022

```text
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.
```

Skills: Customer-Service-Operations, Complaint-Resolution, CRM-Platforms, Excel, Regulatory-Compliance, Risk-Mitigation

### Customer Service Associate

[Firstsource](https://himalayas.app/companies/firstsourc). Sep 2020 - Nov 2021

```text
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%.
```

Skills: Customer-Service-Operations, Complaint-Resolution, Regulatory-Compliance, Excel, CRM-Platforms

## Education

### Rani Durgavati Vishwavidyalaya

Bachelor of Commerce, Commerce. 2015 - 2018

```text
Bachelor of Commerce degree from Rani Durgavati Vishwavidyalaya, Jabalpur, from 2015 to 2018.
```

## Tech stack

- Microsoft Excel

To contact amit, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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