Usha Sree
Manchester,United Kingdom
Summary
Accomplished professional with expertise in business analysis, management, and software proficiency. Demonstrates strong skills in business process modelling, stakeholder management, and requirement gathering. Proficient in Microsoft Office, CRM Software, Amazon Web Services, and Salesforce Services. Adept at financial analysis and strategic planning with a deep understanding of financial regulations and banking systems. Recognised for exceptional communication proficiency, customer service excellence, and team leadership capabilities. Committed to maintaining ethics and professional standards while ensuring regulatory compliance and discretion. Career goals include leveraging analytical skills to drive business growth and enhance operational efficiency.
Enthusiastic Customer Advisor with knack for resolving issues swiftly and enhancing customer satisfaction. Known for creating welcoming atmosphere and building lasting customer relationships. Increased customer retention and drove improvements in service quality through insightful feedback and proactive assistance.
Proactive service professional with substantial call centre experience. Built customer rapport through friendly, attentive interactions. Handled queries knowledgeably and promptly to meet performance targets.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work history
Financial Service Advisor
Barclays Bank PLC
Manchester, United Kingdom
11.2022 - 09.2025
- Developed working knowledge of banking products and services to assist Customers with their financial requirements.
- Processed Customer transactions and inquiries effectively, while adhering to established policies and procedures.
- Built relationships with Customers to understand their financial needs better and provide appropriate solutions.
- Assisted Customers with their accounts and resolved any inquiries or complaints within the first point of contact.
- Prevented potential loss by identifying and reporting potential fraudulent activities.
- Followed standard AML procedures and processes.
- Assessed compliance with banking laws and reported suspicious entries and actions.
- Educated Customers on current and upcoming financial products and services.
- Collaborated closely with the operations team to resolve complex cases within SLAs.
- Championed a peer-mentoring scheme to improve knowledge sharing.
- Played a key role in a team that was awarded for exceptional customer service in Q4 2024.
Technical Customer Support
Tech Mahindra Ltd
Manchester
03.2022 - 11.2022
- Responsible for customer query handling.
- Helping customers with their orders and their management.
- Customer complaints handling.
- Using different programs to resolve customers' issues to be resolved.
- Dealing with Openreach and City fiber orders and technical issues.
- Emphasize product/service features and benefits, quote prices, discuss creditterms, and prepare sales order forms and/or reports.
- Closing sales and achieving sales targets.
- Recognized as Purchase Experience Champ and Key contributor for FY21.
- Staying informed about competing products and services, and Upselling products &services.
Customer Service Advisor
Asteriisc Technologies PVT LTD
Hyderabad
01.2020 - 01.2022
- Communicated with customers via phone or email to resolve any product issues,ensuring the all-time great customer experience.
- Handled customer complaints, organized and maintained all documents and records,and presented new products to potential clients.
- Assisted colleagues, managed email correspondence, and coordinated technician schedules to ensure that all work was done in a timely manner and within budget.
- Developed and implemented new process and procedures which significantly increasedthe quality and efficiency of customer service.
Customer Service Advisor
Techcognize PVT LTD
Hyderabad
10.2017 - 12.2019
- Assist Customers with billing issues, troubleshooting issues, and more.
- Answer calls and respond to emails, handle customer inquiries both telephonicallyand by email, and research required information using available resources.
- Guiding all customer issues to a satisfactory conclusion
- Assisting management with customer service policies
- Creating and maintaining customer call logs
- Promoting the supportive image of the company in every way possible
Education
Master's Degree - Business Administration
GITAM University
07.2015 - 06.2017
Bachelor's Degree - Computer Science
Koneru Lakshmaya University
05.2010 - 05.2014
Skills
- Business Analysis: Business Process Modelling, Stakeholder Management, Requirement Gathering, Reports, Customer data analytics, SWOT Analysis
- Management: Planning, Communication, Decision-making, Delegation, Problem-solving, Financial analysis
- Software: Microsoft Office (Excel-V Lookup, PowerPoint, Word), CRM Software, Amazon Web Services, Salesforce Services
- Languages: C, SQL and HTML
- Understanding of financial regulations
- Personal finance advice
- Banking systems knowledge
- Credit scoring
- Multitasking excellence
- Efficient time management
- Debt counselling
- Product knowledge expertise
- Ethics and professional standards
- Fraud detection
- Anti-money laundering procedures
- Strategic planning
- Regulatory compliance
- Discretion and confidentiality
- Critical evaluation
- Understanding economic trends
- Ethical judgement
- Time efficiency
- Communication proficiency
- Customer Service
- Interpersonal communication
- Team Leadership
Timeline
Financial Service Advisor
Barclays Bank PLC
11.2022 - 09.2025
Technical Customer Support
Tech Mahindra Ltd
03.2022 - 11.2022
Customer Service Advisor
Asteriisc Technologies PVT LTD
01.2020 - 01.2022
Customer Service Advisor
Techcognize PVT LTD
10.2017 - 12.2019
Master's Degree - Business Administration
GITAM University
07.2015 - 06.2017
Bachelor's Degree - Computer Science
Koneru Lakshmaya University
05.2010 - 05.2014
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