Raj Thandi Email & Phone Number

As part of the Software Support role I am responsible for providing 1st line Software Support to dental practices across the UK and Ireland• Provide telephone support to customers on queries relating to use of software and software faults. • Take ownership of calls and follow through to completion.• Keep clients fully informed of progress in relation to open calls.• Accurately record details of actions and advice given in the SOE support database.• Accurately diagnose hardware related issues and escalate to third party hardware support.• Escalate serious issues in a timely manner.

As a PTS Specialist I was responsible for the ownership and resolution of technical and engagement support issues within the global Bose organisation and also directly from customers. I interfaced with North American and UK end consumers, Bose re-sellers, factory stores, foreign distributors and dealers, repair facilities and the Bose field sales force.Consistently applying customer service communication engagement skills with my in-depth knowledge of Bose products, audio / wireless / Bluetooth / networking technologies, procedures and alternatives to access customer needs and resolve setup and aftercare issues thereby building a solid customer relationship.• Experience in troubleshooting home and business networks• Working knowledge of the latest home theatre, streaming audio, wireless networking and Bluetooth technology• Demonstrate the ability to manage and resolve highly technical troubleshooting issues involving consumer audio and networking devices• Proficient in navigating PC and mobile operating systems, including but not limited to, Windows, Apple and Android based platforms• Excellent communication and interpersonal skills with demonstrated ability to translate technical information to a non-technical audience.

Customer Due Diligence (CDD) Shared Services is responsible for ensuring the bank remains compliant with CDD standards and the Group Policy and legal requirements relevant to Anti-Money Laundering and Counter Terrorist Financing. • Performing the role of quality checking, approved customer risk reviews and providing feedback to colleagues and front office colleagues.• Conducting Know Your Customer screenings on a range of entity types for periodic and trigger reviews and applied judgement to assign risk ratings.• Analyse customer documentation for business activities, transactional information and complex ownership structures, whilst understanding nature of business and expected account activity. • Training new colleagues and quality checking work to ensure compliant to policy also sharing best practice and promoting a Continuous Improvement Culture within the team.• Adapt to and identify changes in systems, processes and working practices in order to achieve operational improvement.• The technical knowledge in relation to the universal requirements of the Group Policy on Financial Sanctions and detailed knowledge of corresponding Customer Due Diligence and AML policies, procedures and standards. • Working knowledge of the commercial Non-SME, SME/RBB products that apply on a day to day basis in the current role as appropriate.• Monitors own work - thoroughly check the accuracy and completeness of own work.• Organise own work to achieve accuracy and completeness in a timely manner.• Demonstrated compliance with risk policies processes and measures.• Shared best practice and promoting a Continuous Improvement Culture within the team.

• Processed and analysed media for vault movement in and out, retention and posting of required evidence• Liaised with offshore / onshore support teams to ensure service related processes are completed with thorough checks and regulations by collating information and advising.• Ensured new media requirements are implemented in a timely and efficient manner in accordance with established controls and procedures.• Analysed important storage media to resolve complex related problems in a specific and accurate time requirement / SLA.• Ensured that the day to day time critical processes are completed and signed off accordingly in line with set procedures and data protection.• Maintained movement records and checklists in line with current audit requirements including the auditing of new media and processes of new clients.• Ensure IT support is running to optimum performance by configuring, maintained and monitored existing infrastructure.• I used Microsoft Word and Excel in my daily role as well as systems I have been trained on to use.

• Loaded, stored and documented company’s backups. These were for high profile companies therefore I needed to be fully government security cleared.• Updated various databases and created media backups• Performed the role of a mentor to colleagues, provided support with work duties and development of skills set.• Liaised with management and colleagues at different levels of the business in day-to-day job duties.• Promoted to assistant team leader which then I was responsible for staff and resolved issues at a team leader’s level via email, telephone and letter communication • Analysing complaints in more accurate detail and record findings on a database. Consistently produced well-constructed and accurate letters, reports, spreadsheets and presentations on behalf of the company.