ANGEL VELUCHAMY
Stoney Creek,ON
Summary
Results-driven and seasoned financial services professional with over 13 years of multifaceted expertise in Customer Service. Proven success in optimizing operational efficiency, ensuring regulatory compliance, and delivering unparalleled customer service across diverse financial services. Adept at driving business growth through strategic development initiatives, fostering cross-functional collaboration, and managing the intricacies of business development. My specialties include working independently and as a team player with excellent problem-solving skills and proven ability to acquire and retain clients.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Business Development Coordinator
Embark Student Corp
Mississauga
01.2023 - 11.2023
- Helped in ensuring that performance metrics and business outcomes are achieved by booking appointments to open new plans worth over $11,50,000 from Jan -June 2023
- Over 80% of appointment booked have been successfully converted in quality sales for the team helping team achieve Sales targets
- Have been trained on new system ‘Broadridge’ and new product ‘Embark’ that introduced in April 2023
- Have been coaching Business Development Coordinators in the ESC team about different aspects of a RESP and business development strategies like market research, presentation, and negotiation skills
- Proficiency in using CRM (Customer Relationship Management) software like Salesforce to manage leads, track customer interactions, and measure performance
- Have been innovative and shared ideas with the Team Manager and Director to ensure streamlining of email and call scripts and templates which increased customer contact rate by 5%.
Sales Force Services Representative
Embark Student Corp
Mississauga
05.2021 - 01.2023
- Promptly respond to Field Sales Representatives inquiries received via inbound calls, email, and chat, addressing concerns and providing accurate information on RESP product and process
- Well-equipped in trouble shooting technical calls and assisting the sales representatives by connecting remotely to their server through ZOHO
- Recognized and rewarded for excellence (for actioning maximum number of calls with 100% quality achievement
- Recognized for being best employee for the month of March, April and July 2022
- Accurately processing International New business applications and Plan adjustment documents received through One span with 100% quality score in document processing
- Held key role in handling audit reports relating to ‘Out of Province’ reports and Sales representative reassignments as a part of compliance and auditing project
- Recognized for 100% audit compliance on reports
- Played key role in training given to external stakeholder, (PROVEN International’s) staff on the International RESP Business and trained on Sales Force process and applications
- (During the handover of Heritage International RESP business to Proven International)
- Recognized for handling special projects like Statement of Accounts (SOA) testing and helped the Products and IT team with manual testing of Statement reports for 2022-2033 year
- Assisted other teams like Operations in documents processing and releasing Contribution Refunds to customers
- Assisted Retentions, Marketing, Finance and E-Care team when required
- Consistently achieved targets and received appreciation from Internal Sales Representatives and leadership team.
Customer Service Representative
Embark Student Corp
Mississauga
03.2019 - 05.2021
- Answered a constant flow of customer calls related to various RESP inquiries with an average of 75 calls per day
- Possess specialized knowledge in addressing the unique needs of RESP account holders, providing expert advice on education savings plan product and process and government grants process
- Recognized as top performer in the contact center team with a consistent quality score of over 98%
- Captained the contact center team by floor assisting new CSR’s and making sure 100% SVL is maintained
- Mentored and trained new Contact Centre Representatives on product, processes, and applications
- Assisted other departments like Operations, Email team and Retentions in projects time to time
- Resolved escalation calls empathetically and professionally within the Average handle time
- Defused volatile customer situations calmly and courteously thereby decreasing escalations
- Accurately documented, followed up and resolved customer service issues within turnaround time
- Successfully handled key projects like Inactive plan project and successfully helped retaining business by 25%
- Liaised with different departments like Finance, Operations, Sales Force for resolving customer requests and complaints promptly
- Strive continuously to exceed the expectations of customers (internal and external) while adhering to the short- and long-term needs of the organization.
Service Manager- Retail Banking
Standard Chartered Bank
03.2004 - 12.2012
- Worked in different departments like Retail Banking, Small Business Banking, Credit Cards and Phone Banking
- Handled different roles within the organization like Service Manager, relationship Manager, back up quality control officer and phone banking officer, Service Support Officer within Credit Cards Contact Centre
- Successfully handled six sigma project on reduction of Statement of Account returns from 4.99% to 0.1% in span of one year
- Received branch recognition award for outstanding customer service
- Recognized for giving valuable inputs on process developments on Credit cards transfer of balances
- Received appreciation from internal and external auditors on 100% audit compliance and record maintenance
- Received several appreciation mails from Customers, Corporates, Priority Banking and Branches on the exceptional services rendered.
Education
MBA - Finance and Marketing -
University of Madras - India
01.2003
Bachelor of Commerce -
University of Madras - India
01.2001
Skills
- Customer Service Excellence
- Financial Product Knowledge
- Conflict Resolution
- Relationship Management
- Coaching/Mentoring
- Operational Efficiency
- Compliance and Audit Adherence
- Effective Communication
- Team Collaboration
- Presentation Skills
- Time Management
- Cross-Selling and Up-Selling
- Escalation handling
- Negotiation Skills
- Multi-tasking
- Quality Control
- Market research
Certification
- MS Office certification, India
- Tally Accounting Certification, India
- E-Certification course on "Basics of Business Development' and "Advance Business Development: Communication & Negotiation."
- Trained in CRM - Customer Relationship Management
- Knowledge of Applications like Sales Force, Coconut, ZOHO, One Span, Knowledge Base, WMS, Synergize, Lotus Notes, Broadridge, R-Digital, Internal Applications of Embark Student Corp like: Plan Inquiry, Plan Update, STARS, Internal Applications of Standard Chartered Bank like: CCMS (Credit Card Management System), HOGAN banking Application.
References
REFERENCES ARE AVAILABLE UPON REQUEST
Timeline
Business Development Coordinator
Embark Student Corp
01.2023 - 11.2023
Sales Force Services Representative
Embark Student Corp
05.2021 - 01.2023
Customer Service Representative
Embark Student Corp
03.2019 - 05.2021
Service Manager- Retail Banking
Standard Chartered Bank
03.2004 - 12.2012
MBA - Finance and Marketing -
University of Madras - India
Bachelor of Commerce -
University of Madras - India
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