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Muthu Lakshmi

@muthulakshmi

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Dynamic operations manager with over 10 years of experience.

India

Message

What I'm looking for

I am looking for a role that challenges me and allows for growth.

I am a dynamic professional with over 10 years of experience in Operations Management, Complaint Resolution, Customer Service Support, Training, and Team Management across the Banking and Telecom industries. My expertise lies in handling complex escalations, driving process improvements, and enhancing customer satisfaction. I have a proven track record of mentoring new joiners and managing customer communications through various channels, including email and direct interactions.

In my recent role as a Customer Service & Escalation Specialist at Yes Bank, I investigated escalated financial and non-financial cases, provided thorough resolutions, and created actionable feedback for business improvements. I have successfully led teams, conducted calibration sessions, and received recognition for my contributions, including the Rising Star of the Month award. I am now seeking a challenging role where I can leverage my skills to contribute to organizational growth through innovative solutions and effective client engagement.

Experience

Work history, roles, and key accomplishments

Customer Service & Escalation Specialist

Yes Bank

Apr 2021 - Oct 2024 (3 years 6 months)

Investigated highly escalated financial and non-financial cases, providing thorough resolutions and identifying process gaps through complaint trend analysis. Mentored new officers and conducted calibration sessions to ensure consistent quality standards.

Root Cause Analysis Trend Analysis Process Improvement Mentorship Team Management Customer Service Escalation Management Banking Operations

Deputy Manager

ICICI Bank

Jan 2017 - May 2019 (2 years 4 months)

Managed educational and personal loan underwriting processes, assessing loan requirements and providing end-to-end customer resolution. Handled cheque inward clearing discrepancies and verified documents for Demat Account opening.

Customer Solutions Banking Operations Financial Services Process Management Customer Service Dispute Resolution Account Management

Assistant Manager

HDFC Bank

Sep 2014 - Dec 2016 (2 years 3 months)

Managed client complaints across multiple channels, ensuring timely resolution and customer satisfaction. Led a team of seven, regularly updating their process and product knowledge.

Team Leadership Process Knowledge Product Knowledge Customer Satisfaction Email Communication Customer Service Banking Operations Quality Assurance

Customer Service Senior Officer

ADFC (Back Office of HDFC Bank)

Mar 2010 - Oct 2014 (4 years 7 months)

Handled high-profile Infinia Credit Card customer queries and coordinated with backend teams for prompt resolution of escalations. Monitored and maintained call quality standards.

Customer Service Banking Operations Quality Control Communication Problem Solving

Project Executive

Gemini Communication Ltd

Jun 2008 - May 2010 (1 year 11 months)

Coordinated telecom services for providers like TCL, Ericsson, and Reliance, analyzing turnaround times and ensuring stock management for projects. Prepared documentation for billing processes.

Stock Management Documentation Communication Logistics Vendor Management Data Analysis Project Management

Senior Customer Service Executive

GE Money

Nov 2004 - Oct 2006 (1 year 11 months)

Delivered customer-centric services and drove cross-selling initiatives, conducting quality analysis and process coordination. Managed shift rosters and ensured adherence to service standards.

Customer Service Cross Selling Process Management Service standards Customer Relationship Management Sales Operations Management Team Coordination

Education

Degrees, certifications, and relevant coursework

Chennai

B.Ed., Education

Earned a Bachelor of Education degree. Gained pedagogical knowledge and practical skills for teaching.

Annamalai University

M.A., English Literature

Completed a Master of Arts in English Literature. Focused on advanced literary analysis and critical theory.

Anna Adarsh College for Women

B.A., English Literature

Obtained a Bachelor of Arts in English Literature. Developed strong analytical and communication skills through comprehensive study of literary works.