Anusha Rajesh Prasad Email & Phone Number

• Managing a team of ISR’s for Tradelink and Service link callouts. Handle their issues and provide them with appropriate solutions. Assigning cases on Salesforce to reps for callouts.• Salesforce Project – Transition of Tradelink callouts manually received on emails onto Salesforce.• Use of Confluence and Jira for the Salesforce project.• Improvise Simply Faster and Better process with Senior Management award points to reps for best ideas.• Train the new Investment Service Representatives with the Trade link callout process and Transfer out requests.• Prepare the Online Trading Report and publish it weekly and Monthly.• Address the absence line and update the sharepoint accordingly.• Assisting with Adhoc callout / report requests from Senior Management.• Create reporting dashboard for OLT reports using Tableau.• Non-Qualified Investments provide secure and non-secure emails to clients using tools such as Target Messaging Tool or TMT, Notepad ++, Mail merges. Make sure all either mail/letter communication.• Update process note for Tradelink callout transition into Salesforce using Confluence and one note.• Re-org process updation using Mapilab and WINSCP.• Generic email process on Sharepoint. SIN expiry report preparation and notifying clients.• Intake Management and Resource Assignment:o Support Operations Manager on intake, smart triage, and assignment of strategic initiatives.o Contribute to day-to-day intake of requests, ensuring alignment with pre-defined criteria.• Continuous Improvement:o Recommend process improvements in Salesforce to enhance project kick-off and briefing processes.o Evaluate technology enhancements to strengthen workflow.• Service Level Monitoring and Reporting:o Understand, report, and identify opportunities to improve service experience with internal clients.o Deliver team efficiency dashboards and operational insights reports for various stakeholders.

Ontario, Canada

• Respond to clients’ needs and proactively uncover opportunities to match customer needs through effective communication and probing skills to help guide clients to available products and services offered by Direct Investing.• Actively promote the capability and functionality of the RBC Direct Investing website and mobile capabilities, proactively identifying self-service opportunities for clients.• Provide helpful and engaging, knowledgeable, accurate, responsive, and professional service to clients, including prompt and courteous completion of client instructions that don’t require a securities license, via telephone, or electronic means, all within RBC Direct Investing policies, procedures and guidelines while adhering to regulatory requirements • Understand and apply industry rules and regulations (e.g. IIROC, Provincial, etc.), as well as RBC Enterprise and RBC Direct Investing Inc. policies and procedures to all activities performed.• Accurately execute client instructions within defined authorities.• Collaborate with other RBC partners (i.e. branch) supporting/assisting with account openings while delivering exceptional client and RBC employee experiences.

Toronto, Ontario, Canada

• Assisting clients by proposing solutions to address financial objectives such as debt management and other financial goals.• Negotiating, planning and assisting customers with correct payment resolutions on one or multiple Credit Card(s) or overdue accounts for American Express credit card customers.• Training modules completed for adhering to regulatory and compliance requirements, Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements, Privacy Act provisions and FDCPA guidelines.• Researching and answering questions regarding account status; assisting as a personal financial advisor over the phone and ownership of fiduciary responsibility for the creditor. AS400 proficient user and navigator for acquiring payments.• Conducting payment transactions electronically and negotiating payment arrangements for customers on their accounts within FDCPA guidelines.• Using skip trace when needed to find additional customer contact information.

Abu Dhabi, United Arab Emirates

• Prepared and generated MIS reports from Siebel CRM (ITQAN) and Business Objects for various business users, in compliance with banking standards.• Supported the ITQAN production team by testing leads and service requests assigned to specific departments as per their assignment matrix. Performed UAT testing for SMS banking.• Creation of Lead Assignments/Product creation/LOV's (List of values) on ITQAN as per their designed workflow for both the Retail and SME segments.• Created and modified reports on SAP-Business Objects based on Branch user requirements across the bank using the BO-CRM Universe for leads and service requests.• Calculated Incentives for branches. Uploaded failed leads, campaigns, do not call reports, and bulk leads into ITQAN. Derived campaign response feedbacks and shared it with teams who initiated campaigns.• Prepared TAT Reports based on Service Requests and timely published the same on Intranet. Ensured Service Recovery backlogs for all red flag cases were completed.• Created, modified, and updated credit card and touchpoints offers using Tridion, processed them for staging, and later published them live on the ADCB website.• Developed Portfolio of Star performers on ADCB Intranet. Updated the weekly Channel Wise report for Branches, Closure of FFL's (Fast feedback Loop) on ITQAN, Rework rates updated for Branch, and Sales daily. Calculated account opening TAT for Branch & Sales monthly to track their overall performance.• Provided MIS on Service Requests and Leads initiated through the Digital Financial Center. Coordinated with the Customer relationship management team. Leads update and follow-ups completed regularly to increase the percentage of customer leads by various units. • Solved queries on Leads/SR's/BO/Branch reports or other query related to leads and service requests on ITQAN.• Ensured daily NPS (Net Promoter Score) and Trend reports were created.• Fixed Deposit Maturity and Lead cancellation were performed monthly.

Dubai, United Arab Emirates

• Analyzed and reported management statistics, recommended and Implemented changes/improvements based on the findings of these statistics for the Mortgage Department.• Provided market intelligence on the product & kept abreast developments in local & global markets in terms of competitors & developers. Market Analysis on Interest Rates and other factors were considered for the preparation of the comparative matrix based on these findings.• MIS generated and portfolio analysis completed for the Mortgage product and recoveries (Collections) department. Adhered to telephone pickup.• Maintained product-related MIS. Submitted various reports as per requirements weekly to the Head of Mortgages for Majlis (Monthly review with CEO) and other Adhoc reports requested from time to time• Coordinated between product and the back office (credit and crops depts.) for consolidation of mortgage loans. • SMS sent out daily to customers who are due for payment of their Mortgage Loans. Provided Weekly/Monthly reports to all Mortgage Sales & Service MIS teams. Produced reports namely ERP & GRC (Global rate change) for Mortgage Team.

Dubai, United Arab Emirates

• Created monthly MIS reports for Portfolio credit in direct contact with the Sales, Product, and Credit teams.• Generated Portfolio reports based on Point of sales from MSU Department, Disbursal tracker from Operations, and Merchant Overdraft Balance book from Credit.• Generated self-estimated reports for like Product team/ MOD department. • Overdraft Flushing performed once in 4 months and before renewal.• Issued warning letter’s for OD clean up, Limit Reduction due to declining POS & Excess OD.• Managed the cheque returns daily with comparison to system reports.

Coimbatore Area, India

• Built, managed, and trained a team of Insurance advisors. Provided timely assistance to customers and team members with product details, field support, and moral support. Built a team of 35 members in just three months.• Managed team in sales, recruitment, and training. Conducted special product training for the team.• Consistently maintained productivity, activation & average premium for the team.• Maintained a track of the performance metrics and areas of improvement. Conducted sessions with potential customers briefing about the Life Insurance need and advantage, and the performance/difference about the company in the market.• Recruited potential advisors who would in turn bring business for the company.• Motivated advisors, conducted contests. Followed up with the Advisors and customers daily to meet the targets.

Chennai Area, India

• Provided educational and career guidance to students ensuring satisfied international customers.• Liaised and ensured customer satisfaction by providing & achieving timely delivery, quality service norms & collecting feedback on the quality of service.• Confirmed the eligibility criteria and educated about the funding requirements.• Consulted students and educational institutions for doing background checks for funding provisions.• Maintained good rapport with consultants, students, and colleagues for better performance and professional growth.

Master Of Philosophy - Mphil, International Business/Trade/Commerce

Master'S Degree, International Business

Bachelor'S Degree, Biotechnology

10+2, Computer Science

10, Geology/Earth Science, General