Vishal Pattni

Experience

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  Merlin Entertainments

  Jul 2007 - May 2009

  Customer Service Agent

  ● Helping customers via ticket bookings and managing bookings for popular UK attractions and theme parks including Madame Tussauds, London Eye, London Aquarium, Legoland Windsor, Alton Towers and Thorpe Park.● Providing recommendations and planning special occasions for customers on request. Cross selling and upselling packages tailored to the client.

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  Lloyds Banking Group

  Nov 2010 - Jan 2013

  Case Handler

  ● Investigating and resolving complex general banking and specialist Individual Savings Accounts (ISA) complaints in line with Financial Services Authority and HMRC regulations to the satisfaction of the customer.● Undertaking broad and detailed investigations with due diligence to ensure all information has been considered before providing resolutions requiring a broad range of banking knowledge.● Proven ability to negotiate with customers to ensure that a fair and reasonable outcome has been achieved.● Meeting targets and KPIs.● Proficient in carrying out complex calculations and use personal judgement in order to provide customer with appropriate level of redress and making appropriate interest adjustments to customers’ accounts, ensuring customer success and a positive customer experience.● Identifying trends and provide solutions to any developing issues before they affect the business.● Consistently receiving positive feedback from clients, both internal and external. Show less

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  TSB Bank

  Jan 2013 - Jul 2021

  ● Leadership of 11 direct reports ensuring technical compliance to developments on Sanctions & Politically Exposed Persons (PEP’s) regulations. Effective communication to consistently achieve KPI quality measures of 98%+ (a top performer within operation) and efficiency of 90%+ (dept. avg. c.85%). Recruiting, onboarding and training to upscale team by 60%.● Collaborated with Risk team, achieving 100% adherence to quality checks. Led continuous improvement, saving 6 FTE via data analysis and remediation from ‘Red’ to 'Yellow' Pass rating in internal audit within 6 months. Maintaining master procedural guides and playbooks. Software User Acceptance Testing (UAT), logging critical bugs / issues and tracking resolution.● Mitigated FCA breach by managing project to outsource operations and resolve 150,000 system error induced alerts. Established operational teams in India; co-ordination and oversight of training and development, accreditation, quality and performance. Tracking and reporting progress against target. Meeting FCA deadline within 60 days.● Proactive incident management of software issue, impacting customer and business payments of c.£2.2m. Escalated issue, engaged and collaborated with key stakeholders and technical teams to streamline procedures. All payments made successfully within one day SLA’s, whilst adhering to FCA compliance; resulting in no adverse customer impact.● Led rapid transition to remote work during COVID lockdown. Procured and tracked laptops for department of 120, coordinated training workshops, ensuring successful preparation, adoption and remote access four days before lockdown ensued.● Identified and improved a direct report's declining quality metrics, impacting team's overall quality of 99%. Addressed issues, provided empathetic and constructive feedback and training. Successful improvement and maintenance of individual quality to above 95% from c.60%, in collaboration with the Risk team over a period of four weeks. Show less ● Business to Business (B2B) collaboration with Deloitte teams, pivotal in resolving c.120,000 complaints and adhering to FCA regulatory compliance. Coached 500 trainee complaint handlers, ensuring strong customer focus, correct resolution outcomes and restoring customer faith. Contributed to elevating Net Promoter Score from -9 (2018) to +10 (2019).● Nurtured strong working relationships with Deloitte stakeholders up to Partner level, maintaining professionalism and expediting the closure of complaints in line with the Financial Ombudsman Service (FOS) agreement. Achieving completion 15% sooner than projected timescales, demonstrating effective relationship management.● Supported Deloitte teams in creating a user-friendly guide to assist with training colleagues. Conducted presentations and live complaint training sessions to groups of c.100 trainee complaint handlers.● Managed a high volume of multichannel queries as an SME to meet FCA deadlines. Chairing complaints forums and providing resolutions to complex complaints. Maintaining visibility in strategic, open areas for efficient communication, mitigating further delays to customer complaint outcomes, resulting in successful project completion before deadline.● Represented TSB in London, fostering positive relationships with entire hierarchy of Deloitte teams. Maintained harmony in interactions via empathy and employing strong interpersonal skills, attended progress sessions and received commendation from Deloitte Partner, TSB Director of Customer Operations and TSB Head of Customer Relations. Position extended for a further three months and the only member selected to continue on project from an initial team of five. Show less ● Championed the DSAR team through the transition from Data Protection Act (DPA 1998) to General Data Protection Regulations (GDPR). Collaborated with the DPA Officer and project teams achieving full GDPR compliance and adoption by May 2018 whilst managing record high volumes.● Responsibility for project to upgrade 500 computers in three months, increasing operating system software efficiency and security. Cultivated strong relationships with project stakeholders. Collected and analysed data, minimising disruption with after-hours testing. Influencing go/no-go decisions for location, ensuring project success by deadline.● Represented TSB whilst educating year six students on financial basics in local schools via a series of presentations. Established strong rapport with classes and teachers, ensuring positive image. Commended by both the schools and TSB.● Migrated c. 30 team processes to a new banking platform within 18 months whilst managing record volumes and orchestrating training. Enhancing system efficiency for customers and team focusing on effective time management.● Led 16 direct reports across two teams ensuring legal and technical compliance to regulations, developments and updating playbooks - achieving 95%+ efficiency and 98%+ quality in KPI’s with focus on operational excellence.● Maintaining, improving and updating master process and procedural guides. Software End User Testing / UAT, logging critical bugs / issues, tracking resolution and establishing workarounds. No breaches reported during position Show less ● Among top-performing complaint handlers for five years, achieving a 99%+ resolution quality rate and 98% efficiency. Serving over 100 customers per week, advocating for customers to resolve issues at first point of contact. Transforming demoters into promoters, elevating customer satisfaction and operational KPI’s.● Excelled as the only complex savings calculations complaints SME initially, subsequently upscaling size of team to 12 via training. Created process and system guides - adoption across department of c.100. Utilising solid product knowledge and adhering to banking and HMRC regulations. Commended by the Head and Senior Manager of Customer Relations.● Notably resolved a complex savings complaint, maintaining professionalism, swiftly building rapport with dissatisfied customer, offering empathy and securing commitment of a longstanding customer. Ensuring reinvestment of £50,000, boosting client retention and loyalty for a further two year period. Contributed to increasing customer base by removing barriers to entry for new customers. Received commendation from customers and TSB.● Improved individual case handlers' quality performance by a notable 20% through targeted coaching initiatives, ensuring a higher standard of customer service. Positively impacting overall team performance and customer satisfaction.● Boosted department customer contact rate by 33% using analytical skills, effective mentoring strategies, fostering stronger and more frequent connections with clients; enhancing the overall customer relationship. Adhering to Treating Customers Fairly (TCF) policies, providing a positive customer experience and ensuring client success.● Customer centric approach restoring clients’ confidence consistently. Frequently received positive customer feedback, contributing to a positive brand image. Excellent standard of written and verbal communication. Show less

  • Team Manager Customer and Payment Screening - Financial Crime Operations

    Feb 2019 - Jul 2021

  • Customer Remediation Subject Matter Expert (SME) - working with Deloitte

    Jul 2018 - Feb 2019

  • Team Manager Data Subject Access Requests (DSAR) and Power of Attorney (PoA)

    Sept 2016 - Jul 2018

  • Complaints Quality Checker/Complaints Handler

    Jan 2013 - Sept 2016
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  SaaS / Software / Startup

  Jan 2024 - now

  Customer Success Manager currently seeking new opportunities

  ● Main point of contact for site during company operating system upgrade of 500 computers and lead contact for customer complaints within portfolio, maintaining strong customer relationships.● Retained a £50,000 customer investment.● Championed transition from Data Protection Act (DPA 1998) to General Data Protection Regulations (GDPR) achieving full compliance and adoption by May 2018.● Software End User Testing / User Acceptance Testing, logging critical bugs / issues, tracking resolution and establishing workarounds for migration to new banking platform.● Conducted weekly quality and performance reviews whilst maintaining oversight of outsourced operational teams in India. Identifying any new risks and developing problem solving strategies.● Escalated technical IT system issue affecting critical customer payments of c.£2.2m via proactive incident management. Collaborating with technical teams and key stakeholders to streamline procedures, ensuring all payments were made within one day Service Level Agreements (SLA’s). Resulting in no adverse customer impact.● Contributed to creating a user friendly guide to assist c.500 complaints handler trainees via accreditation. Conducted presentations and live complaint training sessions to groups of c.100 complaint handlers. Provided walk through learning on navigating different systems necessary to perform role.● Coordinated with internal customer banking teams to provide swift solutions to complaints, delivering outstanding customer service.. Boosted customer contact rate by 33% across department, enhancing the overall customer relationship.● Working with Deloitte teams to resolve 120,000 complaints in seven months.● Represented company and travelled to schools to provide presentations. Attended various conferences and training, in addition to travelling to Deloitte offices over a period of seven months during a project. Show less