As a Senior Customer Experience Associate, I take a leadership role in ensuring outstanding customer service and satisfaction. I am responsible for managing complex customer interactions, mentoring junior associates, and driving initiatives to enhance the overall customer experience. This role allows me to utilize my strategic thinking, problem-solving skills, and deep understanding of customer needs to build long-term loyalty and advocate for continuous improvement within the organization.

As a Customer Experience Associate, I was the primary point of contact for all the customers, ensuring they receive exceptional support and service. I am focused on creating positive experiences, resolving customer inquiries, and acting as an advocate for customer needs within the organization. I work collaboratively across teams to deliver innovative solutions and foster long-term customer loyalty.

● Maintained Portfolio Quality by performing Quality checks on Risk and Returns Reports while working on portfolio level exceptions like price, risk and position change with respect to recent emerging market movements. ● Utilized software programs and tools like PuTTY and SQL to access remote servers and work with large amounts of structured data. Further used command-line tools such Python to perform data analysis tasks. ● Ensured on-time delivery of reports by monitoring production jobs and resources. Actively participated in production meetings and kept a close eye on the progress of production jobs, making adjustments as necessary to keep things moving smoothly and avoid delays. ● Monitored the performance of the team members and worked to increase team morale and motivation which resulted in employee satisfaction. Also demonstrated leadership skills by taking up responsibilities and initiative to train new employees on areas of difficulties as well as took up new joiners’ trainings.

● Analyzed Risk and Returns numbers and provided comments for any expected/unexcepted change which helped Portfolio managers to take sound financial decisions. ● Engaged and interacted effectively with Portfolio Analyst and Portfolio managers and reported any discrepancies or Production delays. Also delivered reports timely with the Quality standard as expected by clients with relevant regulatory guidelines.● Utilized Aladdin tools to perform various daily tasks, including portfolio level quality checks and return analysis. Gained extensive knowledge and proficiency in using the platform, my experience with Aladdin tools allowed me to enhance my technical skills.● Strategically developed and implemented Production enhancement Plans which resulted in smooth functioning of various teams and in turn increasing organizational Productivity. Also Collaborated with senior Management and Team leaders to work on concerns and provided solutions.● Demonstrated leadership qualities by assuming responsibility and exercising initiative to ensure that the day-to-day duties were performed.

● Effectively communicated and dealt with different customer complaints, concerns and promoted Financial Products to satisfy customers.● Handled inbound and outbound calls for resolving customer queries on Investment Products. Further also interacted closely with customers to provide financial updates, discuss portfolio movements, and advise additional customized solutions based on their financial requirements. ● Tactfully marketed Financial Products by identifying customers’ needs on every financial question with quick response time.● Helped customers to understand the various Financial Products traded in the market and the trading strategies involved while observing market movements.● Assisted customers with New Account opening procedures and policies while keeping in mind Business strategies. Also recommended stocks to customers using Fundamental and Technical Analysis.