Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Languages
Timeline
Generic

MUTTA BHAGYASREE

Coventry

Summary

Motivated banking professional possessing strong commitment to quality customer service coupled with superb communication skills. Builds customer loyalty by expertly resolving problems and quickly processing transactions. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Contact centre senior consultant (M&FW) Mortgages

Nationwide
06.2024 - Current
  • Managed and escalated complaints effectively, resulting in positive customer outcomes.
  • Built positive customer rapport through friendly, professional communication.
  • Used outstanding problem-solving and communication skills to appease dissatisfied customers.
  • Provided accurate, consistent and meaningful advice to customers to boost retention.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Maintained call centre efficiencies, ensuring clear, effective communication with all departments.

Team member

McDonald's
07.2023 - 10.2023
  • Prioritised tasks to contribute to seamless team workflows and reduce impact of obstacles.
  • Used initiative to foresee customer and team needs, taking preventative action to minimise issues.
  • Completed cross-training to aid team workflows in peak times.
  • Delivered reliable customer service with attention to detail even under high pressure and managed over 70 customers per day.

Staff assistant( Clerical )

Co-operative central bank
04.2018 - 09.2019
  • Addressed incoming requests for information, inquiries, and complaints.
  • Experience in core processes like account opening, closing and KYC case referrals.
  • Managed banking and accounts with expert finance knowledge
  • Applied conflict management to stressed and concerned customers.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Received and checked financial statements and reconciled related accounts.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Accepted payments on bank loans and updated accounts with changing balances.

Education

Master of Science - Data Science

Coventry University
Coventry, COV
11.2023

Bachelor of Science - Bachelors of Technology

Pondicherry University
India
11.2015

Skills

  • Excellent communication skills, written & verbal and negotiation skills
  • Strong problem-solving abilities with customer-focused approach
  • Proficient in Microsoft Office Suite, Python and CRM software
  • Ability to work effectively in fast-paced and team-oriented environment
  • Customer Complaints Handling
  • Data collection and analysis
  • Administrative support
  • Financial modelling

Certification

Holding a CMI Level 7 Certificate in strategic Management & Leadership

Practice

Affiliations

  • Event Planning
  • Travelling

Accomplishments

  • Successfully resolved escalated customer complaints, Respond promptly and professionally to customer inquiries via phone, email, and live chat
  • Received recognition for resolving a high-profile customer issue, resulting in a positive social media review and improved company reputation.

Languages

English
Fluent
Hindi
Fluent
Telugu
Native

Timeline

Contact centre senior consultant (M&FW) Mortgages

Nationwide
06.2024 - Current

Team member

McDonald's
07.2023 - 10.2023

Staff assistant( Clerical )

Co-operative central bank
04.2018 - 09.2019

Master of Science - Data Science

Coventry University

Bachelor of Science - Bachelors of Technology

Pondicherry University

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MUTTA BHAGYASREE