Vipra Goutam
Leeds
Summary
Experienced in fintech and operations management with an MSc in Management. Achieved precise reporting and sales support via CRM and IT systems. Spearheaded workflow redesigns, leading to improved efficiency and elevated customer service.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Lloyds banking group
Leeds
02.2025 - 03.2026
- Managed inbound calls from customers and colleagues across multiple banking brands to resolve inquiries and enhance customer satisfaction.
- Acted as the point of escalation for complex customer issues, capturing timely resolutions.
- Communicated with prospects via email and telephone, facilitating escalation of complex issues to relevant internal stakeholders for resolution.
- Processed product orders and service upgrades for customers, ensuring timely delivery and adherence to customer requirements.
- Ensured accurate handovers within CRM for timely resolutions.
- Conducted quality assurance evaluations and implemented feedback for enhanced performance.
Operations Officer
Vfs Global
Manchester
03.2024 - 02.2025
- Supervised cross-departmental staff, providing feedback and recommendations for operational improvements.
- Supported application processing workflows to enhance efficiency by 30% through stakeholder management and data-driven reporting.
- Facilitated communication with consular officers at Schengen embassies to ensure application compliance.
- Maintained accurate CRM records to support increased customer throughput.
- Navigated office software and document management systems to retrieve precise information efficiently.
Appointment Scheduler
Ant Marketing
Sheffield
09.2023 - 10.2023
- Supported scheduling and call handling for over 500 appointments.
- Ensured accuracy of outcomes recorded in CRM systems.
- Facilitated progression of vaccination cases through portal systems for cross-functional teams and operational groups.
International Student Ambassador
University of Bradford
Bradford
09.2022 - 03.2023
- Staffed information desk and provided campus and city tours to orient new international students while addressing queries through clear communication and interpersonal skills.
- Guided new international students from airport to campus during arrival events, ensuring smooth transition into university life.
- Offered practical guidance and local navigation during orientation to enhance initial campus experience for incoming international students.
- Promoted campus facilities and courses to prospective students at various educational fairs, enhancing university visibility and engagement.
- Participated in education advisory board meetings to discuss latest updates and developments and ways to improve services.
Education
Bachelors of Business Administration - Foreign Trade
University of Petroleum and Energy Studies
Dehradun, India11-2021
Master of Science - Management
University of Bradford
Bradford, UK07-2023
Skills
- CRM
- Salesforce
- G Suite
- Microsoft Office
- Voice of Customer
- Customer Retention
- Lead Generation
- Data Analysis
- Servicenow
- Google Cloud
- AWS
- KYC Policy
- AML Screening
- NVIVO
- SPSS
- Otter
- Athena
- Strategic thinking
- Stakeholder Management
- Corporate Strategy
Languages
Hindi
English
Websites, Portfolios and Profiles
https://www.linkedin.com/in/vipra-goutam-896a67145/
Projects
- Dissertation, UPES, 2018-08-01, 2021-11-01, How Telenor internationalized in Asia.
- Dissertation, University of Bradford, 2022-01-01, 2023-07-01, Researched how age discrimination restricts the development of young team members in the Indian IT industry.
Timeline
Customer Service Representative
Lloyds banking group
02.2025 - 03.2026
Operations Officer
Vfs Global
03.2024 - 02.2025
Appointment Scheduler
Ant Marketing
09.2023 - 10.2023
International Student Ambassador
University of Bradford
09.2022 - 03.2023
Bachelors of Business Administration - Foreign Trade
University of Petroleum and Energy Studies
Master of Science - Management
University of Bradford