Summary
Overview
Work History
Education
Skills
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Affiliations
Accomplishments
Languages
Personal Information
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Timeline
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Rajnaa Anandh

Sheffield,United Kingdom

Summary

Dedicated and resilient Administrative Professional with over 5 years of experience supporting operations in high-pressure environments. Proven ability to handle sensitive information, manage office tasks, and liaise effectively with internal teams and external stakeholders. Experienced in Microsoft Office, scheduling, minute-taking, and documentation management. Seeking a Customer Services Assistant or Business Support Administrator role to contribute organizational skills, attention to detail, and a commitment to excellent service within a healthcare or customer-focused setting.

Overview

6
6
years of professional experience
8
8
years of post-secondary education

Work History

Operations Team Lead

Citi Bank India
Chennai
04.2023 - 01.2025
  • Conducted 500+ affidavit audits, ensuring 100% compliance with company standards.
  • Managed Vendor Remote Audit processes, overseeing quality control for Lookback, Bankruptcy, and Statute of Limitations audits.
  • Verified accurate coding of Bankruptcy accounts through inventory sampling and roll-up audits to maintain compliance.
  • Trained 10+ new team members, reducing on boarding time by 30%.
  • Processed monthly team allocations across all sub processes, optimizing resource management.
  • Conducted quality checks on 300+ agent audits per month, maintaining an accuracy rate of 98%.
  • Developed and maintained a daily dashboard to monitor team performance and key audit metrics.
  • Audited refunds related to the Statute of Limitations, verifying payment receipts against established procedures.
  • Led process improvements, reducing audit processing time by 20%.
  • Prepared a Business Requirements Document (BRD) for Lookback, Bankruptcy, and Statute of Limitations audits while providing cross-training support to team members.
  • Utilized Value Stream Mapping to analyze and optimize audit workflows, identifying inefficiencies and implementing process improvements to enhance overall operational efficiency.

Senior Operations Analyst

Citi Bank India
Chennai
08.2021 - 03.2023
  • Trained in fraud management processes for Sears and Best Buy (Visa and Private Label) to effectively handle transactional fraud cases.
  • Identified, verified, and escalated fraud cases, ensuring timely fund transfers to fraud accounts while addressing customer credit concerns.
  • Processed chargebacks for fraudulent transactions, leveraging tools such as First Track Dispute and Lexis Nexis for thorough tracking and dispute resolution.
  • Reduced fraud case resolution time by 25% through efficient tracking and escalation.
  • Conducted regular reviews of customer accounts to prevent and detect potential fraud across credit card payments.
  • Maintained detailed documentation of fraud investigations, tracking all actions taken to ensure compliance and accurate reporting.

Operations Support Analyst

Citi Bank India
Chennai
06.2019 - 07.2021
  • Processed 5,000+ chargebacks, recovering $1M+ in fraudulent transactions.
  • Trained 20+ new team members, increasing process efficiency by 30%.
  • Conducted audits of cases handled by new joiners to maintain quality standards and minimize errors.
  • Allocated and reviewed 2,500+ call listening cases, improving service quality.
  • Reviewed recorded calls using the NICE application to assess service quality and compliance with company standards.
  • Led live training sessions for new joiners, fostering a structured on boarding process and pairing them with experienced colleagues for mentorship.
  • Maintained comprehensive records of call listening cases, conducted quality checks on completed cases, and provided process alerts to the team to drive continuous improvement.

Education

Master of Business Administration - Finance

Loyola College
01.2021 - 05.2023

Bachelor of Arts - Commerce

Stella Maris College
06.2016 - 04.2019

A-Levels - Commerce

St. Francis Xavier Anglo Indian high school
03.2015 - 04.2016

Foundation Degree in Arts - Finance

The Institute of Cost Accountants of India
01.2018 - 06.2019

Skills

  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
  • Meeting Coordination & Minute-Taking
  • Office Administration & Data Management
  • Customer Service & Client Liaison
  • Managing Confidential Information
  • Action Tracking & Task Follow-Up
  • Time Management & Multitasking
  • Regulatory Compliance Awareness
  • Problem Solving & Process Improvement
  • Handling Sensitive Information

Affiliations

  • Gardening
  • Drawing
  • Traveling

Accomplishments

2024: Citi Gratitude Silver Award

2024: Citi Gratitude Bronze Award

2023: Citi Gratitude Gold Award

2022: Citi Gratitude Silver Award

2022: Citi Gratitude Copper Award

2021: Citi Gratitude Copper Award

2021: Citi Gratitude Bronze Award

2020: Citi Gratitude Award - CSR (Pathway to Progress)

2019: Certified Intermediate Examination, Institute of Cost Accountants of India

2016: School Second Rank for academic excellence

2015: Certified Junior Grade Typewriting, Department of Technical Education

Languages

English
Tamil
Malayalam
French

Personal Information

Custom

2,6,6,6

Timeline

Operations Team Lead

Citi Bank India
04.2023 - 01.2025

Senior Operations Analyst

Citi Bank India
08.2021 - 03.2023

Master of Business Administration - Finance

Loyola College
01.2021 - 05.2023

Operations Support Analyst

Citi Bank India
06.2019 - 07.2021

Foundation Degree in Arts - Finance

The Institute of Cost Accountants of India
01.2018 - 06.2019

Bachelor of Arts - Commerce

Stella Maris College
06.2016 - 04.2019

A-Levels - Commerce

St. Francis Xavier Anglo Indian high school
03.2015 - 04.2016

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