Abilasha Perumal
EDINBURGH,EDH
Summary
Goal-oriented professional successfully assists companies by developing and implementing updates to operational standards, team organization and employee engagement strategies. Proactive and personable leader with top-notch skills in streamlining information, prioritizing tasks and approaching issues with analytical mindset. Bringing years of experience and demonstrated track record of success.
Overview
12
12
years of professional experience
Work History
Customer Operations Representative
FNZ
EDINBURGH
05.2023 - Current
- Customer Service and Support: Handled a high volume of customer inquiries from clients, financial advisors, and end investors through phone and email, resolving issues promptly and maintaining a high level of customer satisfaction.
- Transaction Processing: Processed various customer transactions, including account openings, transfers, payments, and trades, ensuring accuracy, compliance, and timely execution.
- Data Management and Accuracy: Maintained and updated customer records in the system, verifying information for accuracy, and ensuring compliance with data protection regulations.
- Issue Resolution and Escalation: Investigated and resolved customer complaints and operational issues, escalating complex cases to senior management or specialized teams, as needed.
- Collaboration and Coordination: Collaborated with internal teams, such as compliance, risk management, IT, and account management, to address cross-functional issues and improve service delivery.
- Compliance and Risk Management: Adhered to all regulatory and compliance requirements related to financial services, anti-money laundering (AML), know your customer (KYC), and data protection.
- Continuous Improvement: Participated in process improvement initiatives to enhance service delivery, reduce operational risks, and increase efficiency.
Business Associate
Chennai's Marina
EDINBURGH
06.2022 - 05.2023
- Assisted clients in developing and implementing IT strategies to improve business operations.
- Developed and maintained customer relations by providing prompt, courteous service.
- Conducted market research to identify potential customers and industry trends.
- Prepared detailed sales reports for management review.
- Assisted in developing marketing strategies and campaigns.
- Responded promptly to customer inquiries and complaints.
- Maintained accurate records of customer interactions and transactions.
Junior Business Analyst
Vibedu International Educational Consultancy
Coimbatore
04.2015 - 04.2021
- Data Collection and Analysis: Collected, cleaned, and analyzed data to provide insights that support business decisions and strategy development. Created comprehensive dashboards using Excel and Tableau to track key performance indicators (KPIs).
- Business Process Improvement: Analyzed and redesigned business processes to improve operational efficiency, resulting in a 20% reduction in operational costs.
- Requirements Gathering and Documentation: Collaborated with stakeholders to gather, document, and prioritize business and system requirements. Prepared use cases, process flow diagrams, and requirement specifications to guide project development.
- Market Research and Competitive Analysis: Conducted market research and competitive analysis to identify emerging trends and opportunities, providing actionable insights to senior management.
- Project Coordination and Support: Assisted in planning, executing, and monitoring various projects to ensure timely delivery within scope and budget. Created project documentation, including charters, plans, risk assessments, and status reports.
- Stakeholder Communication and Engagement: Acted as a liaison between business units and technical teams, facilitating clear communication and managing expectations. Organized and led stakeholder meetings to discuss project updates and gather feedback.
- Data Visualization and Reporting: Developed data visualizations and reports using Power BI and Tableau to present complex data in an understandable format for decision-makers.
Business Analyst
Global Intelliers
Chennai
01.2013 - 03.2015
- Conducted market research to identify potential opportunities for new product development.
- Analyzed customer data to determine trends in purchasing behavior.
- Developed financial models and forecasts to support business decisions.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Delivered timely support by tracking issues and communicating resolutions to end users.
Education
Master of Science - Business With International Management
Northumbria University
London06-2022
Bachelor of Arts - English Literature
Alagappa University
Tamilnadu,India12-2013
Skills
- Client Relationship Building
- Customer Service
- Reporting and documentation
- Team building
- Customer Relationship Management (CRM)
- Data Management
- Stress Tolerance
- Complaint Handling
- High-energy attitude
Affiliations
- Attended workshops on Agile Methodologies,Data-Driven Decision Making and Advanced Excel Techniques
- Regular participant in webinars and training sessions to stay updated on industry trends and tools
Timeline
Customer Operations Representative
FNZ
05.2023 - Current
Business Associate
Chennai's Marina
06.2022 - 05.2023
Junior Business Analyst
Vibedu International Educational Consultancy
04.2015 - 04.2021
Business Analyst
Global Intelliers
01.2013 - 03.2015
Master of Science - Business With International Management
Northumbria University
Bachelor of Arts - English Literature
Alagappa University
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