Vihoshini Saravanan
Scarborough,Ontario
Summary
Energetic person with experience in a range of customer-oriented service roles. Strong ability to troubleshoot and problem-solve in fast paced environments. MBA graduate with very good experience with hospital front desk focused on customer assistance with clerical support, administration and communication skills to resolve, enhance and transform the face of customer interaction. Have experience in client engagement and support facing clients and defining products which involves building and maintaining strong relationships between a company and its clients.Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Client Engagement Manager
HDFC Bank
01.2019 - 11.2021
- Communicate regularly with clients to understand their needs, address concerns, and provide updates on products or services
- Develop and nurture long-term relationships with clients to enhance customer satisfaction and loyalty
- Collaborate with internal teams to ensure that client expectations are met and exceeded
- Advocate for the client's interests and ensure that their needs are considered in decision-making processes
- Work with internal teams to find solutions and prevent similar issues in the future
- Ensure that projects are delivered on time and meet the client's expectations
- Collaborate with the sales team to identify opportunities for upselling or cross-selling products and services
- Use data and analytics to make informed decisions and improve client relationships
- Stay informed about industry trends, market conditions, and competitors
- Provide insights to clients on industry best practices and emerging opportunities.
- Enhanced client relationships by consistently delivering exceptional service and support.
- Streamlined communication channels, resulting in improved collaboration between teams and clients.
- Developed tailored solutions for diverse clientele, ensuring customer satisfaction and loyalty.
- Fostered long-term partnerships with key accounts, driving revenue growth and market expansion.
- Identified new business opportunities through proactive networking and relationship-building activities.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
Customer Service Senior analyst
Edelweiss Tokio Life Insurance
11.2016 - 12.2018
- Manage large amounts of inbound and outbound calls, chats and email support in a timely manner
- Document every caller information in accordance with standard operating procedures
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Assist customers by providing information and resolving their complaints
- Ensuring that customer service operations comply with relevant regulations and industry standards
- Serving as a liaison between customer service and other teams within the organization
- Monitoring key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and other relevant metrics
- Generating reports and dashboards to communicate performance data to management and other stakeholders
- Following proper procedures and protocols for all services at all times to maintain legal, ethical and regulatory requirements
- Analyzing customer service data to identify trends, patterns, and areas for improvement
- Generating reports and dashboards to communicate performance data to management and other stakeholders.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Delivered accurate financial forecasts by conducting thorough data analysis and research on market trends.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Developed comprehensive risk management strategies to minimize potential losses and safeguard business interests.
- Provided expert advice for senior management, contributing to informed decision-making and strategic planning.
Education
Advanced Project management and Strategic leadership -
Lambton College
Toronto, ON08.2023
Master of Business Administration - Finance and Marketing
SRM University
Chennai, India05.2016
Bachelor of Engineering - Electronics and Communication
Jayaram College of Engineering
Trichy, India05.2014
Skills
- Excellent communication skills
- Conflict Resolution
- Ability to Work Under Pressure
- Decision Making
- Good listening skills
- Cross-functional Collaboration
- Budget Management
- Account Management
- Resource Allocation
- Sales Strategy
- Client Retention
- Business Development
Certification
Agile Requirements Foundations from Project Management Institute.
Business Analysis Foundations from IIBA.
Digital Business Analysis from Project Management Institute.
References
References Available upon request
Additional Information
- Status : Work Permit valid until October 15th 2026
Timeline
Client Engagement Manager
HDFC Bank
01.2019 - 11.2021
Customer Service Senior analyst
Edelweiss Tokio Life Insurance
11.2016 - 12.2018
Advanced Project management and Strategic leadership -
Lambton College
Master of Business Administration - Finance and Marketing
SRM University
Bachelor of Engineering - Electronics and Communication
Jayaram College of Engineering
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