Open to opportunities

Saumya Nair

@saumyanair

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Client-centric operational analyst with a passion for customer service.

India

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for professional growth.

I am a dedicated operational analyst with over two and a half years of experience in a renowned UK-based bank, specializing in KYC checks and client relationship management. My journey began as an Operational Analyst at the Royal Bank of Scotland, where I honed my skills in document verification and fraud identification, ensuring a seamless banking experience for clients. My commitment to excellence was recognized when I was awarded the best employee during my tenure at Teleperformance, where I managed high volumes of customer interactions efficiently.

Throughout my career, I have developed a strong ability to communicate effectively and build lasting relationships with clients. I am passionate about providing first-class customer service and am always eager to find innovative solutions to enhance customer satisfaction. I am now actively seeking a role that allows me to leverage my skills and experience to contribute positively to an organization while continuing to grow professionally.

Experience

Work history, roles, and key accomplishments

Customer Support Executive

Teleperformance

Sep 2020 - Present (4 years 11 months)

Managed high volume outbound calls for Flipkart, consistently achieving daily targets of 70-80 calls. Maintained meticulous records of customer interactions, inquiries, and complaints, ensuring appropriate resolutions were implemented.

Customer Service Outbound Calling Customer Relationship Management Data Entry Problem Solving Communication Skills

Operational Analyst

Royal Bank of Scotland

Aug 2014 - Present (11 years)

Performed background KYC checks and document verification for individual customer accounts, identifying and escalating fraudulent activities. Provided core banking services to UK clients, resolving issues via email and offering process improvement suggestions.

KYC Fraud Detection Retail Banking Customer Service Email Communication Process Improvement Training Development

Education

Degrees, certifications, and relevant coursework

Institute of Cooperative and Corporate Management Research & Training - [ICCMRT]

MBA, Finance and HR

2012 - 2014

Completed a Master of Business Administration with a dual specialization in Finance and Human Resources. Gained comprehensive knowledge in financial management, corporate finance, human resource strategies, and organizational behavior.

Sam Higginbottom University of Agriculture, Technology and Sciences

B.Com, Management

2009 - 2012

Obtained a Bachelor of Commerce with a focus on Management. Developed foundational understanding in business principles, accounting, economics, and management practices essential for corporate environments.

Central Board of Secondary Education

12th Grade Qualification, Commerce

2007 - 2009

Grade: 93%

Successfully completed 12th grade with a strong academic performance in Commerce, achieving 93%. This qualification provided a solid base in commerce subjects, including economics and business studies.

The Indian Certificate of Secondary Education (ICSE)

High School Qualification, General Studies

2003 - 2006

Grade: 75%

Completed high school with a 75% score, demonstrating a strong academic foundation. This period focused on a broad curriculum, preparing for further education.