Open to opportunities

monika Reddy

@monikareddy

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Customer Support Specialist with 8+ years of experience in client engagement.

Canada

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What I'm looking for

I am looking for a role that values client engagement and offers opportunities for professional growth.

I am a dedicated Customer Support Specialist with over 8 years of experience in enhancing team capabilities and driving customer satisfaction. My career has been focused on delivering exceptional client experiences, providing holistic financial advice, and digitally enabling clients to meet their everyday banking needs. I have a proven track record of mentoring teams, streamlining processes, and exceeding performance targets, which has led to significant improvements in service delivery and operational efficiency.

At CIBC, I excelled in delivering personalized banking, investment, and credit advice, while also collaborating with partners to ensure comprehensive service for complex client needs. My ability to analyze customer interaction data has resulted in a 20% increase in satisfaction. I have developed and implemented training programs that enhanced team capabilities and fostered a collaborative environment, boosting productivity by 20%. My commitment to continuous learning and professional growth drives me to embrace challenges and contribute to team success.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

CIBC

May 2021 - Present (4 years 1 month)

Delivered exceptional client experiences by understanding and addressing client needs, providing banking, investment, and credit advice. Supervised and mentored a team of 10, developed training programs, and analyzed data to improve satisfaction and efficiency. Coordinated compliance, supported audits, streamlined IT processes, and implemented feedback mechanisms and automated reporting tools.

Client Engagement Financial Advice Digital Banking Training Development Data Analysis Compliance Mentoring

Account Receivables

Datamarshall

May 2019 - May 2021 (2 years)

Managed and resolved complex financial discrepancies, streamlined bookkeeping, and conducted bank reconciliations and financial reporting. Implemented an automated invoicing system, developed financial protocols, and led the integration of new accounting software. Conducted financial analysis and forecasting, collaborating with teams to optimize operations and enhance reporting accuracy.

Account Reconciliation Financial Reporting Bookkeeping Invoicing Financial Analysis Compliance Software Integration Process Improvement

Customer Support Specialist

Karvy Stock Broking Limited

May 2016 - May 2019 (3 years)

Responded to customer inquiries, resolved issues promptly, and maintained high satisfaction by updating records and handling escalations. Analyzed service trends and customer feedback to provide insights and implement new protocols, improving efficiency and satisfaction scores. Led training sessions and collaborated with teams to streamline processes and enhance service quality.