Hi, I’m
Mahesh Karthikeyan
Swindon
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Accomplished professional with extensive expertise in customer relations, problem-solving, and team leadership. Proven track record in complaint management, cash handling, and project management. Adept at upselling and cross-selling, with strong Excel proficiency and data analysis skills. Demonstrated ability to implement process improvements and manage customer complaints efficiently. Excellent written and verbal communication skills, coupled with analytical and troubleshooting capabilities.
Overview
19
years of professional experience
4
years of post-secondary education
1
Certification
Work History
Lloyds BankSwindon
Customer Service
02.2023 - 10.2024
Job overview
- Understood and met client requirements
- Supported clients in the Banking hall
- Handled cashier duties
- Guided clients in understanding their financial needs
- Provided digital assistance to clients
- Simplified banking processes for all clients
- Explored mortgage acquisition opportunities
- Educated clients about scams and frauds
- Assisted colleagues in customer service
- Completed training modules promptly to enhance and update skills
- Monitored operational updates
- KYC and account opening ID & Go
- Handled victims of fraud and account blocks.
MOS Group Ltd. (DAM Health - Swindon)Swindon
Business Administrator
08.2021 - 09.2022
Job overview
- Provided Covid-19 testing services for travel purposes
- Informed clients of policies, guidelines, and consent procedures for swabbing
- Gathered and updated customer information, ensured accurate test results and timely delivery
- Communicated latest news, events, and promotions through various channels
- Updated Covid-19 positive cases for the head office
- Guided customers to isolate per government guidelines
- Delivered excellent customer service and answered client queries
- Identified inefficiencies and areas for improvement in daily business activities
- Monitored employee activity and provided extra training where needed
- Ensured team compliance with office policies and industry requirements
- Maintained team harmony by resolving grievances and assisting with conflicts.
OPPOChennai
Project Manager
03.2019 - 07.2020
Job overview
- Managed operational and sales teams
- Led customer service teams for OPPO mobile users via video call or chat
- Coached and mentored junior team members
- Scheduled weekly projects, anticipating timelines for milestones and completion dates
- Used problem-solving strategies to resolve issues quickly
- Optimized employee schedules balancing company priorities with staff requests
- Recruited high-performing team members
- Managed the Personal Finance Project for Retailers and Dealers
- Conducted Credit Risk Analysis and managed customer finance needs
- Led team calling customers on new products and services
- Handled vendor administration.
ShareKhanBNPChennai
Manager
07.2018 - 03.2019
Job overview
- Maintained organized records of operations documentation
- Improved pre and post-disbursement performance
- Engaged in product development
- Generated reports and conducted UAT testing
- Managed vendor empanelment for FI, FCU
- Interpreted data for business recruitment
- Defined processes in accordance with Indus software requirements
- Tested digital login and verification systems
- Designed customer projects for PAN card and GST-based loans.
PNB Housing Finance LimitedChennai
Assistant Manager
04.2014 - 07.2018
Job overview
- Increased brand awareness through marketing campaigns
- Supervised operations team to ensure excellence
- Assisted operations manager with tasks efficiently
- Streamlined office operations via Kastle software
- Collaborated with support teams on product, service, and accounting issues
- Ensured service quality and account retention
- Managed documentation and compliance
- Led staff development and business planning
- Directed HR operations including strategic planning and performance management
- Generated operational and sales reports
- Resolved operation issues using problem-solving skills.
ICICI BankChennai
Senior Customer Service Officer
03.2008 - 04.2014
Job overview
- Addressed customer concerns with empathy and efficiency
- Handled all customer inquiries and complaints professionally
- Resolved complex complaints and angry customers effectively
- Met branch channel asset targets through cross-selling
- Determined customer needs and provided appropriate solutions
- Assisted Operations team with NDC checks for mortgage loans
- Focused on customer retention and cross-selling.
L & T Ramboll Consulting EngineersChennai
System admin
10.2007 - 11.2007
Job overview
- Provided technical support for hardware and software issues
- Identified areas for improvement in user systems
- Completed performance and downtime reports
- Enhanced system security and performance with proactive changes
- Provided documentation for help desk staff
- Met production work orders' deadlines and requirements.
Sudharsan Engineering CollegePudukkottai
Faculty Lecturer
11.2005 - 09.2007
Job overview
- Lectured on Digital Signal Processing
- Documented student attendance and progress
- Resolved conflicting educational priorities with parents
- Designed and planned curriculum-based lectures and exams
- Developed homework assignments to support lessons
- Implemented innovative teaching methods
- Used diverse teaching methods to deliver curriculum content
- Provided constructive feedback on homework and assessments
- Participated in outreach activities to develop industry and community links
- Identified improvement areas and provided feedback to students
- Prepared teaching materials to encourage student learning progress
- Responded to student enquiries and concerns for support.
Education
AVC College Of EngineeringIndia
Bachelor of Engineering - BE from Electronics and Communications Engineering
06.2001 - 05.2005
Skills
- Customer relations
- Problem-solving
- Team Leadership
- Complaint management
- Cash handling
- Project Management
- Excel proficiency
- Upselling and cross-selling
- Efficient problem-solving
- Customer complaint management
- Data analysis
- Process improvements
- Written and verbal communication
- Analytical
- Troubleshooting
Certification
- Building Rapport with Customers
- Customer Service: Call Control Strategies
- Customer Service: Handling Abusive Customers
- Customer Service: Adapting to Your Customers' Cues
- Creating Positive Conversations with Challenging Customers
Personal Information
Title: Customer Service @ Lloyds Bank | Business Analysis, Agile Requirements
Affiliations
- Table tennis
Accomplishments
- Customer Service Excellence Award 🌟
- Good Project Management Award 🏆
- User Acceptance Testing in Mobile App Award 🎖️
- User Wow Experience Award 🏅
Timeline
Customer Service
Lloyds Bank
02.2023 - 10.2024
Business Administrator
MOS Group Ltd. (DAM Health - Swindon)
08.2021 - 09.2022
Project Manager
OPPO
03.2019 - 07.2020
Manager
ShareKhanBNP
07.2018 - 03.2019
Assistant Manager
PNB Housing Finance Limited
04.2014 - 07.2018
Senior Customer Service Officer
ICICI Bank
03.2008 - 04.2014
System admin
L & T Ramboll Consulting Engineers
10.2007 - 11.2007
Faculty Lecturer
Sudharsan Engineering College
11.2005 - 09.2007
AVC College Of Engineering
Bachelor of Engineering - BE from Electronics and Communications Engineering
06.2001 - 05.2005
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