Experience

Loan Market

• Australia
• Financial Services
• 300 - 400 Employee

• MyCRM Application Support Analyst

  • Apr 2022 - Present

  • Providing support and resolution on MyCRM application to 7000 Clients across Australia. • Bug investigation & testing while coordinating with various business units and technical teams to ensure the highest quality of technical support. • Confirming the user authorization and providing the access to MyCRM application including resetting/unlocking the accounts in Okta Administration tool. • Identifying the technical issues and troubleshooting from the root cause. • Responding to all Helpdesk queries and managing tickets in Freshdesk, Next Gen, and Jira ticketing systems. • Providing customer support according SLA’s work practises and procedures. • Analysing incidents and service requests for correct prioritization and classification. • Resolving/coordinating the resolution of all incidents and service requests. • Addressing the inbound calls and troubleshooting the issues over the calls using TalkDesk Calls Software.



GS Infotech Pty Ltd

• Service Desk Analyst

  • Feb 2020 - Mar 2022

  ● Providing high quality customer support according to SLA’s, work practises and procedures. ● Responding to all helpdesk queries and managing tickets in ServiceNow ticketing software. ● On boarding/Off boarding users in Active Directory. ● Managing Online Exchange Server via office 365 admin centre. ● Accurately diagnose, record and update records (via phone, email & Web) in the enterprise toolset within stated guidelines. ● Analysing incidents and service requests for correct prioritisation and classification. ● Liaising with internal and external resolver groups to satisfy customer needs. ● Supporting and working with a wide range of service desk environment team.



G8 Education Ltd

• Australia
• Higher Education
• 700 & Above Employee

• Educator

  • Feb 2019 - Jan 2020

  ● Assist in completing the children’s daily reports. ● Work with other team members as a team committed to providing high-quality child care. ● Assist in completing the children’s daily reports. ● Work with other team members as a team committed to providing high-quality child care.



Muthoot Fincorp Ltd.

• India
• Financial Services
• 700 & Above Employee

• Senior Customer Service Executive

  • May 2015 - Jun 2018

  • Evaluate credit worthiness by processing loan applications and documentation within specified limits • Communicate with applicants to determine financial eligibility and feasibility of granting loans • Communicate with customers either to request or to provide information • Justify decisions (approvals/rejections) and report on them • Complete loan contracts and counsel clients on policies and restrictions • Update job knowledge on types of loans and other financial services • Maintain and update account records • Assess customer needs, explore all options and introduce different types of loans • Develop referral networks, suggest alternate channels and cross-sell products and services to accomplish quotas • Go the “extra mile” to build trust relationships, customer loyalty and satisfaction throughout the underwriting process



ICICI Bank

• India
• Banking
• 700 & Above Employee

• Officer

  • Mar 2011 - Jan 2014

  • Managing customer bank accounts, including opening and closing accounts, and overseeing transactions. • Performing administrative and clerical duties, such as data entry and filing, when necessary. • Creating tickets in Pinnacle for customers in regard to cheque book requests, phone number updates, Address change, Account opening /closure and ATM card requests. • Processing deposits, payments, and withdrawals. • Authorizing and evaluating overdrafts and loans. • Handling other transactions, such as writing/printing cashier checks or money orders. • Recommending and explaining banking services and products to customers based on their needs. • Presenting and cross-selling banking services and products to existing and prospective customers. • Collaborating with other banking professionals to ensure high-quality client service. • Resolving customer queries and complaints. • Responding to customer requests via telephone, in‐person and email. • Oversee reception area, including greeting visitors. • Responding to all helpdesk queries and managing tickets in Pinnacle software. • Coordinating inventory orders and office supplies. • Working on MS‐Office suit. • Developing and maintaining professional customer relations and rapport.