Ambika Kumar
New Westminster,BC
Summary
With 7 years of extensive customer service experience in the UK and Canada, I have successfully collaborated with diverse teams in financial institutions to deliver exceptional service and build strong client relationships. Over the past 2 years, I have specialized as a System Migration Specialist and Business Analyst, leveraging my analytical skills to facilitate seamless system integrations and process improvements. I hold an MBA in Finance and Project Management, a certification in PRINCE2 Foundation, and a Data Analysis certification from BrainStation Canada. My strong background in both customer service and technical roles enables me to bridge the gap between business needs and technical solutions, ensuring optimal outcomes for financial institutions.
Overview
15
15
years of professional experience
Work History
Business Analyst - Payments and Stakeholder Management
CENTRAL 1
06.2022 - 07.2023
- Continuously assess procedures, anticipate needs, and identify areas for enhancement and recommend solutions / changes to elevate the overall customer experience
- Stay updated on product, IT, and process advancements, and effectively relay these to customers through various channels, ensuring they are well-informed about changes that may affect their experience
- Manage the ongoing relationship between Central 1 and customers by developing strong relationships
- Drive and track improvement projects, develop action plans, and monitor metrics to ensure exceptional service delivery
- Serve as a bridge between stakeholders and service teams to gather insights for enhancements
- Examine customer feedback to identify pain points and preferences
- Support change efforts by implementing tailored communication plans and promoting the benefits of service improvements
- Collaborate with senior management to align service strategies with organizational objectives
- Stay attuned to industry trends and contribute insights to initiatives focused on enhancing customer satisfaction and loyalty
- Work alongside relationship managers to collect feedback and identify opportunities for customer education and engagement
- Ensure service initiatives are tailored to meet customer needs and expectations.
Migration Support Specialist
WESTMINSTER SAVINGS
11.2021 - 06.2022
- Provided subject matter expertise to ensure seamless integration of systems and assisted in balancing systems to identify outages post-integration, minimizing disruptions to customer service operations
- Investigated and resolved issues, such as balancing inconsistencies and system configurations, collaborating closely with technical teams to address customer concerns
- Assisted implementation teams in configuring systems, particularly in CRM, to optimize sales and service processes aligned with customer needs
- Collaborated on data mapping and testing to maintain data integrity, ensure a smooth transition for customers
- Created and documented integrated procedures to ensure clarity and consistency in processes
- Reviewed legacy procedures for inclusion in the new library, ensuring continuity and consistency in customer service practices.
Volunteering as Business Analyst
ASSISTLIST
02.2022 - 05.2022
- AssistList is a volunteer-run nonprofit organization and charity in Greater Vancouver, facilitating the exchange of home health medical equipment
- Engaged in data analysis projects to drive effective business solutions, leveraging strong understanding of business operations and analytics tools.
Customer Service Specialist
01.2020 - 11.2021
- Maintained high service quality standards, consistently incorporated the strategic selling process in customer interactions, and opportunities to deepen customer relationships.
Change and Migration Specialist
LLOYDS BANKING GROUP
03.2008 - 04.2015
- Supported commercial customers through the Halifax Bank of Scotland and Lloyds Bank merger, managing the Account Re-alignment process
- Proactively contacted customers during system migration to ensure timely processing of payments
- Monitored and communicated merger deadlines clearly to customers, coordinating with other departments for efficient resolution of inquiries
- Enhanced customer perception through high-quality engagement, error-free task completion, and prompt payment processing
- Maintained up-to-date CRM records to provide contingency support for colleagues and ensure effective customer service delivery.
Education
Master’s in Business Administration, UWIC, UK -
Bachelors in English Honors, Delhi University, India -
Data Analysis Certification, BrainStation, BC
Certified PRINCE2 Foundation -
Project Management
Skills
- Communication & Interpersonal Skills
- Building Customer Relationships
- Analytical & Problem Solving
- Strong attention to detail
- Business process improvement
- Wordpress / Mailchimp / Salesforce
- Requirements Gathering
- Project Management
- Microsoft Office Suite
- Quality Assurance
Timeline
Business Analyst - Payments and Stakeholder Management
CENTRAL 1
06.2022 - 07.2023
Volunteering as Business Analyst
ASSISTLIST
02.2022 - 05.2022
Migration Support Specialist
WESTMINSTER SAVINGS
11.2021 - 06.2022
Customer Service Specialist
01.2020 - 11.2021
Change and Migration Specialist
LLOYDS BANKING GROUP
03.2008 - 04.2015
Master’s in Business Administration, UWIC, UK -
Bachelors in English Honors, Delhi University, India -
Data Analysis Certification, BrainStation, BC
Certified PRINCE2 Foundation -
Project Management
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