Mary Leena Noel
Sutton Coldfield,Birmingham
Summary
Confident and Detail-oriented professional skilled in inspections, data governance, risk assessments and regulatory compliance. Thorough in investigating concerns and developing targeted remediation recommendations to help businesses meet critical targets. Skilled in documentation and reporting.
Overview
19
19
years of professional experience
19
19
years of post-secondary education
Work History
MARKETING SURVEILLANCE MANAGER
SYNCHRONY FINANCIAL (Formerly GE MONEY SERVICING)
Hyderabad, Telangana, India
01.2021 - 05.2023
- To conduct surveillance and monitoring activities that validate process governance and effectiveness across Marketing
- This will be achieved through the application of prescribed testing methodology and documentation standards using a holistic approach to ensure Marketing processes encompass effective risk mitigation tactics.
- Producing Management Information (MI) on Key Performance and Key Risk Indicators used to monitor overall adherence to the Regulatory Change Policy
- Supporting the Head of Regulatory Adherence in achieving departmental goals and maintaining stakeholder engagement and support
- Developing methodologies to identify, monitor and test areas of compliance risk whilst building and fostering close relationships with stakeholders
- Track and validate the implementation of remediation plans submitted by issue owners to verify that issues identified during testing and monitoring are remediated.
- Assist external auditors during financial and compliance audits by providing requested documentation and information.
CUSTOMER EXPERIENCE MANAGER
SYNCHRONY FINANCIAL (Formerly GE MONEY SERVCING)
Hyderabad, Telangana, India
01.2016 - 01.2021
- Evaluating calls to improve CSR performance, delivering effective feedback to representatives and actively conduct side by side coaching sessions for extended training associates
- Engaged with external stakeholders to facilitate development and delivery of key customer initiatives.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Enable the portfolios to meet performance metric targets
- Lead root cause analysis and suggest improvement to ensure compliant processes
- Conducted Huddles, team building activities and learning through fun- Process and Engagement
- Worked with Training team on New Hire Transitions.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Met customer call guidelines for service levels and handle time.
- Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
- Worked with new hires to educate on various customer service tasks, product specifications and company protocols.
- Evaluated audit and inspection data, utilising findings to inform continuous improvement initiatives.
- Monitored quality KPIs and reported on underperforming areas to senior leaders.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
SYNCHRONY (Formerly –GE MONEY SERVICING)
Hyderabad, Telangana, India
11.2004 - 01.2016
- Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating
- Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue
- Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and the customers.
- Improved sales metrics through tailored and consultative sales approaches.
- Trained, coached and mentored 15 team members, taking ownership of customer service training plans.
- Generated customer data reporting on time and in compliance with GDPR regulations.
- Built and maintained customer rapport, using strong communication skills to engage in effective conversations.
- Upsold products and packages using consultative sales to determine unique customer needs.
- Improved customer experience, employing effective communication and empathetic listening skills to address customer concerns.
- Consistently worked towards KPI targets to achieve exceptional sales and conversion rates.
- Increased customer satisfaction by resolving issues.
Education
MSc in International Business - with DATA ANALYTICS
ULSTER UNIVERSITY
BIRMINGHAM, UNITED KINGDOM 03.2023 - 05.2024
MBA - BANKING
SIKKIM MANIPAL UNIVERSITY
HYDERABAD, TELANGANA, INDIA 06.2009 - 03.2012
BACHELORS - COMMERCE
OSMANIA UNIVERSITY
HYDERABAD, TELANGANA, INDIA 06.2006 - 03.2009
INTERMEDIATE - MATHS, PHYSICS, CHEMISTRY
ST FRANCIS COLLEGE FOR WOMEN
HYDERABAD, TELANGANA, INDIA 06.2001 - 03.2003
S.S.C - GCSE
ST ANN’S HIGH SCHOOL
HYDERABAD, TELANGANA,INDIA 06.1989 - 03.2000
Skills
- Team Collaboration
- Data Analysis
- Training and Coaching
- Customer Service and Operations Management
- Certified Regulatory Compliance Manager
- Sales Assistance and Performance Management
- Performance Trend Analysis /Tableau
- Anti Money Laundering Regulations Course
- Data Protection Course
- Management level reporting
- Business process improvement
- Compliance Quality Assurance
- Social Media Surveillance
- Complaints Handling
- Performance Trend Analysis
- Cross-functional team leadership
- Quality assurance and control
- Knowledge of Programming Languages Base SAS, Python
- Risk and Incident Management
- Basics of CIA and SOX Compliance
- Well versed with Banking laws and Enterprise Governance, Risk and Compliance policies
- Quality and risk assessment
Affiliations
- Travelling
- Cooking
Languages
English
Fluent
Hindi
Fluent
Tamil
Fluent
Telugu
Fluent
Timeline
MSc in International Business - with DATA ANALYTICS
ULSTER UNIVERSITY
03.2023 - 05.2024
MARKETING SURVEILLANCE MANAGER
SYNCHRONY FINANCIAL (Formerly GE MONEY SERVICING)
01.2021 - 05.2023
CUSTOMER EXPERIENCE MANAGER
SYNCHRONY FINANCIAL (Formerly GE MONEY SERVCING)
01.2016 - 01.2021
MBA - BANKING
SIKKIM MANIPAL UNIVERSITY
06.2009 - 03.2012
BACHELORS - COMMERCE
OSMANIA UNIVERSITY
06.2006 - 03.2009
SENIOR CUSTOMER SERVICE REPRESENTATIVE
SYNCHRONY (Formerly –GE MONEY SERVICING)
11.2004 - 01.2016
INTERMEDIATE - MATHS, PHYSICS, CHEMISTRY
ST FRANCIS COLLEGE FOR WOMEN
06.2001 - 03.2003
S.S.C - GCSE
ST ANN’S HIGH SCHOOL
06.1989 - 03.2000
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