Gowthami Bandi
Scarborough,ON
Summary
Customer Service professional with experience in financial services contact centres delivering value-based advice and exceptional customer experience. Proven ability to resolve banking, loan, payment, and insurance-related inquiries at the first point of contact while meeting productivity, quality, and compliance targets. Highly skilled in multitasking across multiple systems, digital platforms, and applications in fast-paced environments. Trusted to manage sensitive customer information in alignment with regulatory, privacy, and servicing standards.
Overview
4
4
years of professional experience
Work History
Collections Agent
Alliance One
Toronto, ON
11.2025 - Current
- Managed high-volume outbound and inbound collection calls, working with customers to resolve overdue accounts through payment arrangements, deferrals, and contract modifications while maintaining a respectful and customer-centric approach.
- Conducted financial needs assessments to understand customer situations and recommend appropriate repayment solutions, balancing customer support with business and regulatory requirements.
- Negotiated payment plans and settlements to improve account recovery while preserving long-term customer relationships and trust.
- Ensured full compliance with consumer protection laws, internal policies, and data privacy regulations when handling sensitive financial information.
- Consistently met performance targets for collections efficiency, call quality, adherence, and customer experience metrics in a fast-paced contact centre environment.
Financial Representative
AllianceOne
Toronto, CA
08.2024 - 10.2025
- Delivered high-quality customer support handling 80+ inbound calls daily for financial services clients, assisting with account inquiries, loan modifications, payment issues, and contract extensions while maintaining strong customer satisfaction scores.
- Conducted value-based conversations to understand customer needs, guide service enrollments, resolve billing disputes, and provide accurate product and policy information in a clear and empathetic manner.
- Achieved 90%+ first-call resolution by efficiently diagnosing issues across web and mobile platforms, improving client confidence, and reducing repeat contacts.
- Demonstrated strong multitasking and digital navigation skills by working across three or more internal systems simultaneously while meeting KPIs for call handling time, accuracy, quality, and compliance.
- Maintained strict adherence to privacy, regulatory, and compliance standards when handling sensitive financial and personal customer information.
- Collaborated with cross-functional teams to reduce resolution time by 20% and enhance overall client experience through process improvements and proactive communication.
Sales Associate
Hudson's Bay
Toronto, ON
06.2022 - 07.2024
- Assisted 50–70 customers per shift with brand inquiries, product recommendations, fitting room support, and POS transactions.
- Maintained customer satisfaction ratings above 80% by delivering courteous, solution-oriented service in a busy retail environment.
- Contributed to 15% increase in promotional item sales through proactive upselling and product education.
- Managed inventory floor requests, supported stock replenishment, and ensured a well-organized sales floor and fitting room area during peak hours.
Education
Post Graduation - Computer Software and Database Development
Lambton College
Toronto, ON08-2023
Bachelor of Technology - Electronics And Communications
PVP Siddhartha Institution of Technology
Andhra Pradesh, India03-2020
Skills
- Customer Experience & Relationship Management
- Inbound & Outbound Call Handling (High Volume)
- First-Call Resolution & Problem Solving
- Regulatory Compliance & Data Privacy
- Multisystem Navigation & Digital Literacy
- Conflict Resolution & Empathetic Communication
- CRM & Customer Account Management Systems
- Microsoft Office (Outlook, Excel, Word)
- Call Centre Telephony Systems (ACD, IVR, Softphones)
- Organizational and Time management skills
Timeline
Collections Agent
Alliance One
11.2025 - Current
Financial Representative
AllianceOne
08.2024 - 10.2025
Sales Associate
Hudson's Bay
06.2022 - 07.2024
Post Graduation - Computer Software and Database Development
Lambton College
Bachelor of Technology - Electronics And Communications
PVP Siddhartha Institution of Technology