Shiva K

Experience

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  ANUGRAHA MARKETING PRIVATE LIMITED

  Jun 2005 - Dec 2009

  Marketing Manager

  Highlights:Handled Industrial Products for High end Clients ( Hushpuppies, Allwins, Bata, LG)Achieved monthly target Worked on Consumer Behaviour Promoted to build new department with accountability for Lead Support.Closed Major Deals worth lakhs of Rupees to the company and delivered 75% increase in Leads.

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  IBM Global Process Services Australia & NZ

  Jan 2010 - May 2012

  Practitioner

  Effectively handled Customer’s Accounts for Citibank LoansResponsible for handling Loans Customers and providing solutions to all kinds of Loans Queries such as Personal Loan, Business Loans, Home Loans, Mortgage Loans Queries and EscalationsActed as Second Line of Supervision in the Team in absences of Team LeaderAwarded as Best Quality Performer for Jan'11Recognized for best customer handling and received appreciation for Jan’11Achieved Ovation Award for Q2 2011; Bagged Best Quality Performer for Nov'11 Show less

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  ANZ

  Feb 2013 - Mar 2016

  Trade & Supply Chain Officer

  Worked on Real Time Tools such as OTL (Online Trading Line) and well versed with MS Outlook and ExcelKey role in achieving quality growth in revenue and profitability by acquiring new clients Responsible for various critical high value transactions and process improvement activities Accountable for retaining clients and enhancing return and utilizationDevelop, implement and monitor new products for Supply chain businessManaging a team in developing zero defect Tools.Awarded for maintaing excellent work with the new clients.Increased the overall team performance in revenue generation within a short span of Time.Recognized by the Top Management for acquiring new clients and increasing revenue and reducing the defects. Show less

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  Standard Chartered Global Business Services

  Jul 2017 - Feb 2018

  Senior Officer

  ✦As a Senior Officer , I meticulously managed company's sales, account management, and client support function, working closely with the sales team and clients to analyze needs and develop custom solutions for the clients➤ KEY ACCOMPLISHMENTS• Headed and trained new team members on client satisfaction, products and services, systems, company policies and procedures• Effectively streamlined and recruited employees, trained staff, analyzed inquiries and developed new strategies and procedures• Dexterously established the system for capturing enquiry/complaints at source & providing speedy resolution• Proficiently catered to the financial needs of a diversified portfolio of institutional clients, HNW (high net worth) & UHNW individuals by offering them the full range of solutions like available products & investments• Placate escalated service calls using diplomacy and tact, ensuring that clients' needs are addressed to maintain client satisfaction, retention, and ongoing business➤Specialties: CRM | Service Delivery | Portfolio Management | SLA Management | Process Enhancement | Team Management | KPI Management | System Implementation| Show less

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  Accenture

  Aug 2018 - May 2019

  Operations Team Lead

  ✦ As Operations Team Leader, I spearheaded all project operations, managing and delivering multiple projects, operations and release management at an enterprise level.✦ I successfully implemented various policy to streamline work procedures and processes➤ KEY ACCOMPLISHMENTS• Spearheaded maintaining financial activities, developing work schedules, making sure customers are treated in a professional manner, and delegating tasks to internal teams• Conducted weekly operation synchronization meetings to manage organizational chart, improve efficiencies, streamline processes, and identify reluctant tasks• Adeptly handled a team of 60 members and conducted AD content review process for a social media client • Coordinated with cross functional teams to track efforts & work breakdown structure and compared it with baseline KPIs • Played a remarkable role in conducting internal process audits & process reviews for ensuring strict adherence to the process parameters / systems as per defined guidelines• Prudently provided purpose, guidance, and direction to subordinates on a daily basis in order that positively affect attitudes and improved quality of work• Executed delivery of key performance targets like customer satisfaction, average handle time, resolution rate and quality compliance➤Specialties Operations Management | Marketing | CRM | Service Delivery | Portfolio Management | SLA Management | MIS Management | Process Enhancement | Team Management | KPI Management | Show less

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  EY

  Jul 2022 - now

  Senior