Summary
Overview
Work History
Education
Skills
Languages
Timeline
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PAVITHRA JANAPRASHANTH

Montreal,Canada

Summary

Customer-focused Banking Customer Service Representative with 11 years of experience in the financial services industry.

Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.

Overview

11
11
years of professional experience

Work History

Financial customer care representative

Alorica
02.2024 - Current
  • Company Overview: Alorica : Canada- Montreal, QC (Ally Bank USA)
  • Supports customer requests for banking services, including handling transactions and supporting customers to walk through online account.
  • Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast.
  • Reviews customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans.
  • Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
  • Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
  • Managed high call volume with exceptional professionalism and efficiency.

Lead support manager

Wal-Mart Canada
10.2023 - 02.2024
  • Checked internal infrastructures, work stations and servers regularly to correct problems
  • Monitored performance metrics focused on driving results of key business areas
  • Trained employees to follow standard work processes and learn role-specific skills
  • Assisted team members on appropriate application of policies and procedures

Manager - Branch operations and customer care

NDB BANK PLC
07.2022 - 07.2023
  • Maintained accurate transaction records to provide effective loss prevention and financial asset tracking
  • Helped customers with financial problems using relationship-based approach
  • Coordinated branch operations using staffing and monitoring tools
  • Managed business plans, outlined policies and coordinated resources to improve operations and maximize resource utilization
  • Determined credit risk for new and existing clients to mitigate fraud and losses
  • Follows through on risk and compliance processes and policies to ensure we safeguard our customers' assets, maintain their privacy, and act in their best interest
  • Handled front-office branch activities during peak periods to manage queues and resolve complaints

Associate

NDB BANK PLC
08.2014 - 06.2022
  • Engage customers in day to day advice needs, service transactions, digital education, and customer problem resolution related to banking solutions
  • Recommend improvements to work practices, branch operations and processes to enhance customer experience and achieve operational excellence
  • Support the frontline staff with scheduled cash and non-cash transactions; resolve critical issues and report non-standard matters to management
  • Handled diverse customer needs related to financial products, lines of credit and account features
  • Help build a positive and equitable work environment by promoting team effectiveness, participating in personal performance development and sharing industry knowledge to achieve common objectives

Education

POST GRADUATE DIPLOMA - INTERNATIONAL TRADE AND FINANCE

TAV COLLGE
Montreal
05-2025

High School Diploma - BIO SCIENCE

Vincent Girls National School
Batticaloa, EP
08.2013

Skills

  • Communication
  • Customer experience
  • Cash handling
  • Attention to detail
  • Customer engagement
  • Needs-based conversation
  • Operational activities
  • Inventory management
  • Service request handling
  • Filing
  • Opening and closing activities
  • Strategic advice
  • Work organization
  • Accuracy
  • Completeness
  • Financial product knowledge
  • Credit card knowledge
  • Account features knowledge
  • Customer service
  • Inbound customer service
  • Data entry
  • Call center experience
  • Complaint handling

Languages

ENGLISH
Full Professional
TAMIL
Native or Bilingual
FRENCH
Limited Working

Timeline

Financial customer care representative

Alorica
02.2024 - Current

Lead support manager

Wal-Mart Canada
10.2023 - 02.2024

Manager - Branch operations and customer care

NDB BANK PLC
07.2022 - 07.2023

Associate

NDB BANK PLC
08.2014 - 06.2022

POST GRADUATE DIPLOMA - INTERNATIONAL TRADE AND FINANCE

TAV COLLGE

High School Diploma - BIO SCIENCE

Vincent Girls National School

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PAVITHRA JANAPRASHANTH