Swetha Natarajan
Surrey,Canada
Summary
Enthusiastic and detail-oriented customer service professional with over 3 years of experience in financial services and operations. Skilled in delivering high-quality customer service, promoting financial products, and consistently meeting sales targets. Adept at resolving customer queries, providing financial advice, and fostering long-term client relationships. Seeking to leverage my experience in customer service and problem-solving in a dynamic role in the banking sector.
Overview
6
6
years of professional experience
Work History
Sales Associate
Just Cozy
09.2024 - Current
Sales Associate (MSL)
BestBuy
10.2024 - 12.2024
- Assist customers with product recommendations, sizes, and prices, resolving queries to boost satisfaction and repeat business
- Process transactions accurately via POS systems, managing payments and returns per store policies for a seamless customer experience
- Maintain an organized store with attractive merchandise displays, ensuring a consistently appealing environment
Process Expert (Operations)
Maersk
08.2022 - 08.2024
- Managed daily shipping operations, consistently meeting KPIs and SLAs to enhance team performance by 55%
- Oversaw the preparation and timely submission of export/import documentation, ensuring 100% accuracy and compliance with regulations
- Maneuvered stakeholder communications efficiently, responding to inquiries and maintaining strong relationships to improve overall satisfaction
Customer service and Operations analyst
Royal Bank of Scotland - NatWest Group
10.2020 - 07.2022
- Handled multiple customer chats simultaneously via web chat and secure messaging, providing accurate responses and improving resolution efficiency by 80%
- Collaborated with cross-functional teams to streamline customer request processing, enhancing operational efficiency and reducing response time to 30 secs
- Ensured secure transactions and fraud prevention by adhering to bank policies and reporting suspicious activities, while maintaining customer confidentiality
- Enhanced member experience by educating clients on alternative channels, including online banking and mobile platforms, to promote seamless and efficient service usage
Citi Phone officer & Sales Associate
Citi Bank
05.2019 - 09.2020
- Handled incoming and outgoing customer calls, providing accurate information on credit card inquiries, transactions, and bank products, resulting in a 95% customer satisfaction rate
- Resolved customer complaints efficiently, ensuring a high level of satisfaction and fostering a positive banking experience
- Improved customer retention through personalized outreach efforts
- Processed transactions such as deposits, withdrawals, and transfers with 100% accuracy, while strictly following security protocols
- Exceeded sales targets and participated in community events in consistently promoting and upselling products like credit cards, loans, and EMI options, contributing to a 20% increase in product adoption
Education
Post-Degree Diploma - International Business Management
Douglas College
09.2025
Bachelor of Commerce -
Women’s Christian College
01.2019
Skills
- Communication skills
- Customer Centric Attitude
- Team work & adaptability
- Financial Product Knowledge
- Fraud Prevention & Compliance
- MS Office & Financial System
Awards
Emerging Star Awards (Two quarters at Maersk)
Going Extra Mile Award (For multiple weeks at Maersk)
STB Ideas- Simplifying the Bank (Presented 2 ideas at RBS)
Timeline
Sales Associate (MSL)
BestBuy
10.2024 - 12.2024
Sales Associate
Just Cozy
09.2024 - Current
Process Expert (Operations)
Maersk
08.2022 - 08.2024
Customer service and Operations analyst
Royal Bank of Scotland - NatWest Group
10.2020 - 07.2022
Citi Phone officer & Sales Associate
Citi Bank
05.2019 - 09.2020
Post-Degree Diploma - International Business Management
Douglas College
Bachelor of Commerce -
Women’s Christian College
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