Open to opportunities

Sitara Malve

@sitaramalve

Message

Dynamic Contact Center Operator with over 10 years of experience.

United Kingdom

Message

What I'm looking for

I am looking for a role in a dynamic team that values customer satisfaction and offers opportunities for professional growth.

I am a dynamic Contact Center Operator with over 10 years of experience in the banking and finance sector, having worked with prestigious Multi-National Companies such as GE Money, Barclays, and Lloyds Banking Group. My career has been marked by a commitment to delivering exceptional service and building strong customer relationships. I excel in handling complaints, overcoming objections, and closing deals, consistently exceeding targets through effective communication and persuasive skills.

Throughout my career, I have taken on various roles, from Sales Advisor to Process Trainer, where I have honed my abilities in risk management, fraud analysis, and customer service. My experience includes monitoring risk management processes, processing claims, and training new hires. I am proud to have been recognized as the best advisor for four consecutive months by Global Retail Service, showcasing my dedication to excellence in customer service.

I am now seeking opportunities to contribute to a high-performing team where I can leverage my extensive experience and skills to drive success and enhance customer satisfaction. I am passionate about continuous improvement and look forward to making a positive impact in my next role.

Experience

Work history, roles, and key accomplishments

Banking Advisor

Barclays

Apr 2024 - Present (1 year 1 month)

Managed inbound customer calls, addressing diverse banking needs including card orders, fraud, scams, and payment queries. Effectively handled and logged customer complaints, ensuring high levels of customer satisfaction.

Customer Service Inbound Payment Processing Complaint Handling Banking Operations

Office Administrator

Cardstack Consulting

Jul 2018 - Present (6 years 10 months)

Managed office supplies and equipment, ensuring continuous availability of necessary items. Hosted virtual office hours to provide timely feedback and support to students. Successfully processed payroll for all employees.

Supply Chain Management Payroll Processing Organizational Skills Administrative Support

Senior Sales Advisor

LBM Direct Marketing

Aug 2009 - Present (15 years 9 months)

Resolved complex customer issues within established timeframes and processed refunds according to account status. Managed escalated calls and renewed customer contracts based on usage and business needs. Promoted to Senior Team Member within 12 months and recognized as best advisor for four consecutive months.

Sales Customer Service Conflict Resolution Contract Negotiation Escalation Management Team Leadership CRM Software

Process Developer

GE Money India

Oct 2004 - Present (20 years 7 months)

Started as a Process Associate and was promoted to Process Developer, demonstrating strong performance and leadership potential. Engaged directly with US customers via phone, managing various banking processes and inquiries.

Process Development Customer Service Banking Operations US Market Support Problem Solving

Risk Management Specialist

Huntswood

Monitored and executed a range of risk management processes and procedures to support the intelligence and data-led risk management strategy. Focused on economic crime prevention, ensuring compliance and mitigating financial risks.

Risk Management Data Analysis Compliance Risk

Claims Processor

Cooperative Bank (Momenta)

Feb 2016 - Present (9 years 3 months)

Processed a high volume of claims related to Payment Protection Insurance (PPI). Ensured accuracy and adherence to regulatory guidelines in all claim documentation and processing.

Payment Protection Insurance Financial Services Data Entry Regulatory Compliance High Accuracy

Fraud Analyst

Lloyds Banking Group

Nov 2013 - Present (11 years 6 months)

Contacted donor banks to verify ISA types and existing funds, facilitating accurate account transfers. Opened new ISA accounts and processed funds for new customers, ensuring data integrity. Trained new hires on Simplified and Non-Simplified ISA processes.

Fraud Analysis Banking Operations Training Compliance

Process Trainer, Mortgage Collections

Bank Of America

Jun 2008 - Present (16 years 11 months)

Trained new hires on mortgage collections processes, ensuring comprehensive understanding of policies and procedures. Handled escalated customer issues to retain loyalty and achieve high closer rates. Coordinated with the collections team to resolve aging issues and mentored new hires.

Customer Retention Escalation Management Mentoring Policy Implementation

Education

Degrees, certifications, and relevant coursework

Kakatiya University

Bachelor of Science, Computer Science

Studied core concepts of computer science, including programming, data structures, and algorithms. Gained foundational knowledge in software development and computational theory.