Sneha Kakkassery Joshy
275 Albert Street East, Sault Ste Marie, ON,Canada
Summary
Client-focused professional with extensive experience in customer service, financial analysis, and contact center management. Expertise in enhancing customer experiences and optimizing processes to drive efficiency and satisfaction. Demonstrated success in managing multiple priorities while fostering team collaboration for seamless operations. Committed to delivering exceptional results in dynamic environments.
Overview
10
10
years of professional experience
Work History
Credit Analyst
01.2024 - Current
- Conducted comprehensive credit risk assessments, analyzing financial statements, credit history, and risk factors to determine loan eligibility for loan approvals
- Provided data-driven recommendations to mitigate risk exposure while ensuring compliance with financial regulations
- Worked closely with clients to review their financial standing and provide advisory support
- Evaluated customer repayment capabilities and recommended credit limits in alignment with risk tolerance policies
- Worked closely with compliance teams to ensure adherence to regulatory requirements and internal credit policies
Customer Support Representative
01.2019 - 01.2022
- Delivered high-quality customer service through inbound and outbound calls, email, and chat support, providing customized financial solutions and ensuring high levels of customer satisfaction, resolving an average of 50+ inquiries daily with a 98% satisfaction rating
- Managed escalations effectively by diagnosing problems and providing clear, actionable solutions to customers
- Maintained detailed records of customer interactions using CRM systems to track and analyze trends
- Delivered top customer service, addressing inquiries and resolving issues efficiently to enhance client satisfaction and retention
- Assisted customers with product troubleshooting, billing inquiries, and service upgrades, ensuring a seamless experience
- Collaborated with internal teams to escalate concerns, providing swift and effective solutions
Contact Center Representative
01.2016 - 01.2018
- Handled inbound and outbound calls, assisting customers with inquiries, complaints, and service requests in a professional manner
- Maintained a strong knowledge of company products and services to provide accurate information
- Managed a high-volume call while maintaining professionalism and adherence to company policies
- Assisted in sales support functions, upselling relevant products and services based on customer needs
- Maintained detailed customer records, tracking engagement history to enhance personalized service
- Recognized for exceeding performance metrics, achieving an average customer satisfaction rating of 92%
Job Cost and Billing Specialist
01.2015 - 01.2016
- Managed billing processes, ensuring accurate invoicing and timely payments for services rendered
- Reconciled accounts, identified discrepancies, and worked with internal teams to resolve billing disputes
- Assisted in monthly financial close processes and prepared reports for senior management
- Reconciled accounts receivable and followed up on outstanding balances to improve cash flow
- Prepared and processed invoices, ensuring timely and accurate billing for projects and services
- Provided clear and professional communication to clients regarding billing inquiries and payment processing
Education
Canadian Securities Course (CSC) -
12.2025
Financial Planning -
George Brown College
Canada08.2024
Business Analytics -
George Brown College
Canada08.2023
The Association of Chartered Certified Accountants -
12.2020
Bachelor of Commerce -
St. Thomas College
India12.2019
Skills
Data Analysis & Reporting
Strong problem-solving skills and critical thinking skills
Ability to work independently and efficiently with minimal supervision
Time consciousness on for projects and assigned tasks
Excellent communication, interpersonal and collaboration skills
Handling sensitive information with confidentiality
High focus on accuracy and precision
Knowledge of credit risk assessment and lending principles
Effectively work collaboratively in a Team
Ability to handle high-pressure situations with professionalism and composure
Technical Skills
ERP Systems (SAP, QuickBooks)
Microsoft Excel (Pivot Tables, Data Tables, Data Importation, Graphs etc)
Financial Reporting Software
CRM & Project Management Tools
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
Outlook
Microsoft Teams
Languages
English
Native/ Bilingual
Affiliations
- · Attended workshops and industry conferences to stay updated on market trends and regulatory changes.
• Participated in customer service and operational efficiency workshops to enhance professional skills.
•Currently pursuing the Canadian Securities Course (CSC) to enhance expertise in financial services.
Timeline
Credit Analyst
01.2024 - Current
Customer Support Representative
01.2019 - 01.2022
Contact Center Representative
01.2016 - 01.2018
Job Cost and Billing Specialist
01.2015 - 01.2016
Canadian Securities Course (CSC) -
Financial Planning -
George Brown College
Business Analytics -
George Brown College
The Association of Chartered Certified Accountants -
Bachelor of Commerce -
St. Thomas College
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