SREENA SREEDHAR REMADEVI
Coventry
Summary
Strategic and detail-oriented Customer and Operations Support Professional with a strong background in banking and financial services. Experienced in supporting Relationship Managers, managing CRM data, attending client meetings, and maintaining procedural documentation. Adept at ensuring accurate customer information, analyzing feedback through surveys, and liaising across departments to improve service delivery. Proven ability to thrive in fast-paced environments, manage multiple priorities, and uphold compliance standards. Tech -savvy and always looking for improvement opportunities. Excels with minimal supervision and decisively approaches problems.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer support advisor
Coventry Building Society
Coventry, United Kingdom
11.2024 - Current
- Provide administrative and operational support within the Existing Lending team, ensuring accurate handling of customer accounts, documentation, and loan processes.
- Collaborate closely with different teams and attend customer meetings when required to support issue resolution and customer guidance.
- Act as CRM data champion, ensuring all customer records, contact details, and case updates are maintained accurately.
- Support internal customer satisfaction initiatives, including survey analysis and trend reporting to aid in service improvement.
- Maintain and regularly update procedural documents (SOPs), contributing to knowledge sharing and team efficiency.
- Liaise with internal teams to ensure seamless and compliant processing of customer cases.
- Part of a cross-functional project team working on the CBS–Co-op Bank integration, supporting the product transfer process.
- Achieved a consistent average productivity rate of 95%, demonstrating high efficiency and focus in a dynamic, high-volume back office environment.
Assistant manager,SME Loan processing.
State Bank of India
Kerala, India
07.2023 - 07.2024
- Responsible for processing SME loans, meeting the target approval rate of 95% through diligent analysis of creditworthiness and management of risks.
- Consulted with the client to understand business needs and provided personalized solutions that increased customer retention by 20%.
- Worked with internal teams to streamline communication and documentation processes, optimizing CRM accuracy for 100+ annual loan closures.
- Collaborated with cross-functional teams to ensure that regulatory requirements were met, thus reducing potential legal risks.
- Played a crucial role in the management of complex cases and liaised with third parties to resolve escalated issues efficiently.
- Provided customized credit solutions for families and small-scale enterprises business owners, leading to increase in loan portfolios.
- Educated clients on the loan products available to facilitate decisions.
making, describing difficult terms in simple words. - Compared customer history and financial reports to assess risk and
creditworthiness. - Guaranteed Compliance: Maintaining up-to-date knowledge of
anti-money laundering and RBI regulations. - Optimized customer service communications by maintaining
accurate applicant records in company CRM.
Credit support officer
State Bank of India
Kerala, India
04.2019 - 07.2023
- Interviewed customers to assess current and projected financial positions.
- Evaluated consumer creditworthiness in collaboration with relationship managers, and developed secure credit plans.
- Facilitated the management of CRM data in line with customer needs and institutional objectives.
- Relationship building with customers through frequent follow-up regarding credit applications.
- Professional guidance concerning complex loan terms was provided to ensure customer understanding.
- Primarily responsible for the optimization of internal processes, increasing customer satisfaction and retention.
- Conveyed terms and conditions to applicants to inform about loan rates, repayment requirements and potential actions in case of default.
Customer service associate
State Bank of India
Kerala, India
05.2013 - 03.2019
- Answered customer inquiries, resolved complaints, and provided individualized product and service recommendations.
- Managed customer accounts and maintained the accuracy of records in the CRM system.
- Assisted in customer meetings for proper communication regarding the company's financial products and services.
- Collaborated and supported internal teams with escalated issues and the delivery of customer service.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Responded to customer requests with friendly, knowledgeable service and support.
- Provided professional and helpful support to new and existing clients.
- Offered detailed product and service advice based on customer needs.
Education
Master of Business Administration - Finance and operations
Institute of Management, University of Kerala
Kerala ,India 04.2011 - 06.2013
Bachelor of Technology - Electronics and Communication Engineering
University of Kerala
Kerala,India 04.2007 - 03.2011
Skills
- Customer Relationship Management (CRM)
- Stakeholder Engagement and Communication
- Data Accuracy and CRM System Management
- Complaint Resolution and Issue Escalation
- Negotiation Skills
- Customer Intelligence and Insight Gathering
- Cross-Functional Collaboration
- Team Management and Support
- Credit analysis and risk assessment
Certification
- Successfully completed Junior Associate of Indian Institute of Bankers certification from Indian Institute of Banking and Finance.
- Successfully completed the certification in Commercial Credit by Moody's Analytics.
- Successfully completed the certification in Introduction to Corporate Credit by CRISIL Limited.
- Selected for attending NAMCABS workshop conducted by Financial Inclusion and Development Department, Reserve Bank of India.
Accomplishments
- Won employee of the month for consecutive four month for the Financial year 2024-25.
- Awarded by Digital Gems in HRMS for outstanding performance as an employee during FY 2023-24.
Timeline
Customer support advisor
Coventry Building Society
11.2024 - Current
Assistant manager,SME Loan processing.
State Bank of India
07.2023 - 07.2024
Credit support officer
State Bank of India
04.2019 - 07.2023
Customer service associate
State Bank of India
05.2013 - 03.2019
Master of Business Administration - Finance and operations
Institute of Management, University of Kerala
04.2011 - 06.2013
Bachelor of Technology - Electronics and Communication Engineering
University of Kerala
04.2007 - 03.2011
Similar Profiles
Angharad WarsopAngharad Warsop
Scrum Master at Coventry Building SocietyScrum Master at Coventry Building Society
Kerry SouthallKerry Southall
Customer service specialist at Coventry Building SocietyCustomer service specialist at Coventry Building Society
Hema PanchalHema Panchal
Customer Support Advisor at Coventry Building SocietyCustomer Support Advisor at Coventry Building Society
SHYAMILI MADATHIL KOLIYATTSHYAMILI MADATHIL KOLIYATT
Health care assistant at COMPTON MANORHealth care assistant at COMPTON MANOR
Adam W. MillstineAdam W. Millstine
Comm-Center / Tech II at Cox CommunicationsComm-Center / Tech II at Cox Communications