Chaya Somurao
Goole
Summary
Accomplished professional with expertise in stakeholder engagement, project management, and business development. Proven track record in client services and quality assurance, adept at request handling and escalation. Demonstrated ability to train and share knowledge effectively, driving team success and operational excellence.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work history
Senior customer service representative
Lloyd's Banking Group
Leeds, North Yorkshire
2026.01 - 2026.03
- Delivered clear, accurate updates on investment shares and account details to customers.
- Supported customers to access accounts and navigate investment portfolios confidently.
- Investigated and resolved customer queries on transactions or account access promptly.
- Maintained banking regulations and security standards to safeguard customer data.
- Kept detailed records of customer interactions and transactions for internal checks.
- Collaborated closely with other departments for coordinated problem-solving efforts.
- Cultivated a friendly atmosphere to enhance the overall customer experience.
- Achieved customer satisfaction by resolving complaints swiftly and efficiently.
- Maintained order during high-traffic periods, ensuring smooth operations and minimal disruption.
SQL Database Developer
Digion Solutions Ltd
Slough, UK
2023.01 - 2025.09
- Provide technical and functional guidance as required daily for delivery teams.
- Develop new data analytics projects by building data models.
- Manage project execution using scrum methodologies and daily release routines.
- Deliver innovative data solutions as data engineer for internal needs.
- Collaborate with multidisciplinary internal and external teams to maintain delivery quality.
- Manage daily releases to keep systems stable for users.
- Build data structures, metadata, and transformation processes for reporting needs.
- Work with relational SQL databases and non-relational NoSQL databases for flexibility.
- Support cloud data platforms using AWS, EC2, and Redshift services.
EMS-ITS-Assistant Manager
Ernst and Young
Bengaluru
2019.01 - 2023.01
- As an EMS-ITS Assistant Manager at Ernst & Young, I led and managed client-specific projects for the US region. Collaborating closely with partners, I onboarded new clients, tracked billing, and ensured the timely completion of requests. I also investigated quality issues, facilitated stakeholder communication, and coordinated training for the entire department. Additionally, I promoted knowledge sharing within the team and collaborated with various teams for effective project management.
Global Banking & Market Operations Assistant Manager-SME
HSBC
Bengaluru
2008.01 - 2018.01
- As an experienced professional, I managed and led account openings and SSI turnaround times, ensuring compliance with PLA guidelines. I monitored requests for new client onboarding, SSI, SDI, and Securities, allocating tasks to preparers. My role involved reviewing and completing requests, tracking pending items, and conducting follow-ups. Additionally, I performed end-of-day reporting, facilitated client onboarding on Bloomberg and CTM platforms, and conducted UAT for new service requests. My commitment to high-quality services resulted in client satisfaction and optimal resource utilization. I meticulously reviewed requests to prevent errors, provided feedback to preparers, and communicated any missed details or delays to requesters. Handling tight deadlines, I oversaw critical Securities basket requests with a 10-minute turnaround. I coordinated bulk requests, tracked progress, and ensured thorough reviews before completion. In handling escalations and investigations, I provided constructive feedback to staff and reported findings to higher management and stakeholders.
- (Hong Kong Shanghai Banking Corporation)
Fraud Detection-HSBC
HSBC
2008.01 - 2012.01
- In my role, I assist customers with their daily banking needs, address their queries, and provide support for credit and debit card fraud cases. I've received compliments from satisfied customers, and I also engage in floor walking to handle referrals and escalations.
Customer service Executive(Barclays)
Barclays
Bengaluru
2007.01 - 2008.01
- Assisting customer on their day to day banking and Assisting in transfers, cancellations on direct debits, and payments on account.
Education
Bachelor of Business Commerce - BUSINESS STUDIES , ACCOUNTANCY
Bangalore University
BANGALORE, INDIA 2005.03 - 2008.01
Skills
- Stakeholder engagement
- Project management
- Request handling and escalation
- Training and knowledge sharing
- Business development
- Client services and quality assurance
- Workflow management
- Escalation resolution
- Complaint management
- Event coordination and team building
Achievements and Recognitions
Twice awarded 'Team of the Quarter' in CDS – GMO., Recognized as the 'Top Performer' for May 2013., Received a spot award for maintaining error-free performance., Rapidly transitioned to an approver role within four months., Successfully reduced dependency on a key individual., Managed the Equities Queue for the HK region., Played a pivotal role in critical migrations., Deputized for Line Managers and Assistant Managers., Received compliments from various teams., Sole approver for Futures products., Conducted training and facilitated knowledge sharing., Contributed to process improvement and risk reduction., Honored with the Service Excellence Award., Submitted four yellow belt projects.
Timeline
Senior customer service representative
Lloyd's Banking Group
2026.01 - 2026.03
SQL Database Developer
Digion Solutions Ltd
2023.01 - 2025.09
EMS-ITS-Assistant Manager
Ernst and Young
2019.01 - 2023.01
Global Banking & Market Operations Assistant Manager-SME
HSBC
2008.01 - 2018.01
Fraud Detection-HSBC
HSBC
2008.01 - 2012.01
Customer service Executive(Barclays)
Barclays
2007.01 - 2008.01
Bachelor of Business Commerce - BUSINESS STUDIES , ACCOUNTANCY
Bangalore University
2005.03 - 2008.01