Saniya Khedkar
London,Greater London
Summary
Dedicated and impartial professional with substantial experience in resolving customer complaints and disputes, serving confidently as a decision-maker in high-stakes and sensitive cases. Brings recent, hands-on expertise in motor finance and consumer credit complaints, including matters related to Section 75, quality of goods, and affordability or lending concerns. Skilled in conducting in-depth analysis of complex information, identifying inconsistencies, and reaching fair, balanced, and well-evidenced outcomes. Committed to upholding high standards of quality, fairness, and customer service, with excellent written and verbal communication skills. Proven ability to manage high workloads and conflicting deadlines while remaining composed under pressure and maintaining a clear focus on delivering what’s right and reasonable for all parties.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Finance administrator and Client Coordinator
Jeniss Financial
London, Greater London
02.2024 - Current
- Providing tailored financial advice to clients on a wide range of products including pensions, investments, insurance, mortgages, and savings plans.
- Conducting comprehensive fact-finding sessions to understand clients' financial circumstances, goals, and risk appetite, ensuring recommendations met both short- and long-term objectives.
- Delivering regulated financial advice in line with FCA guidelines, maintaining a strong focus on treating customers fairly (TCF) and ensuring suitability of all recommendations.
- Building and maintaining long-term relationships with clients through regular reviews, portfolio performance updates, and proactive financial planning support.
- Preparing and presenting clear, detailed financial reports and investment proposals, ensuring clients were fully informed before making decisions.
- Monitoring market trends, product changes, and legislative developments to provide up-to-date, compliant advice.
- Handling sensitive client information with discretion and professionalism, upholding the highest standards of confidentiality and integrity.
Customer relationship executive
Acorn Insurance
London, Greater London
08.2021 - 12.2023
- Handled a wide range of customer queries and complaints related to motor finance agreements, motor insurance policies, and general lending products, ensuring timely and effective resolution.
- Acted as first point of contact for customers experiencing issues with vehicle finance, including early termination, payment difficulties, and product misrepresentation.
- Investigated and resolved complex customer complaints, including those involving Section 75 claims, affordability assessments, and quality of goods disputes.
- Conducted thorough reviews of case information, liaising with internal departments (e.g., underwriting, collections, compliance) to gather relevant documentation and ensure accurate decision-making.
- Demonstrated strong decision-making capabilities by independently assessing evidence and reaching fair, balanced outcomes in line with regulatory requirements and company policy.
- Delivered exceptional service by building rapport, managing expectations, and maintaining professionalism in challenging situations, including escalated and emotionally charged calls.
- Maintained comprehensive and accurate records of customer interactions and complaint outcomes in CRM systems, ensuring full compliance with FCA and FOS standards.
- Prioritized and managed multiple complaint cases simultaneously, meeting internal service-level agreements (SLAs) and regulatory deadlines without compromising on quality.
- Supported the development of customer service processes and complaint handling procedures by providing feedback and identifying areas for improvement.
Customer relationship executive
Ladbrokes Pvt Ltd
London, Greater London
08.2014 - 09.2017
- Resolved customer complaints quickly to maintain customer satisfaction.
- Built and maintained profitable relationships with key customers.
- Took proactive approach to guarantee outstanding service for every customer.
- Managed over 50 calls per day increasing sales effectively.
- Identified and optimised upselling and cross-selling opportunities to expand customer base.
- Kept customers updated on latest product and service releases to increase sales.
- Facilitated communication and collaboration across departments.
Education
Bachelors in Mass Media - Communication and Advertising
University of Mumbai
Mumbai - India 04.2009 - 04.2012
Skills
- Excellent Communication
- Critical thinking
- Attention to Detail and Time Management
- Workload management
- Multi tasking and Resolution focussed
- Ability to work under pressure
- Team Player
- Experience with Root Cause Analysis (RCA)
Certification
- Parent Governor (Voluntary)
- Level 2 in Safeguarding
- Prince 2 Certified (Foundation)
- Zumba Instructor
Languages
English
Native
Hindi
Native
Timeline
Finance administrator and Client Coordinator
Jeniss Financial
02.2024 - Current
Customer relationship executive
Acorn Insurance
08.2021 - 12.2023
Customer relationship executive
Ladbrokes Pvt Ltd
08.2014 - 09.2017
Bachelors in Mass Media - Communication and Advertising
University of Mumbai
04.2009 - 04.2012