Rathya Bhanu
Senior Executive
Virar
Summary
Versatile and motivated administrative professional with excellent organizational skills and extensive knowledge of office policies and procedures, seeking a position in a challenging environment. Over 6 years of experience successfully providing administrative, backend, and secretarial support to operational departments. Proficient in a wide range of computer applications. Accomplished administrative assistant with experience working in a large law firm, possessing knowledge of legal terminology and practices. Strong communication and customer service skills.
Overview
10
10
years of professional experience
1
1
Language
Work History
Senior Customer Service Associate
Sutherland Ltd ( FIS Process )
11.2024 - Current
- Resolved client queries related to credit and debit cards, including dispute management, and fraud assistance.
- Ensured high levels of client satisfaction through timely and effective issue resolution.
- Maintained adherence to service standards, and turnaround time requirements.
- Managed interactions with international clients via phone and email communication.
- Facilitated new-hire training sessions on payment processes and guidelines.
Senior Customer Service Associate
Teleperformance ( FIS Process )
06.2023 - 11.2024
- Addressed customer inquiries pertaining to credit and debit cards, including support for disputes and fraud-related concerns.
- Delivered prompt and accurate resolutions to ensure a high level of customer satisfaction.
- Consistently complied with operational standards, and committed to on-time case closure.
- Managed communication with international clients through both phone and email channels.
- Provided training and guidance to new team members on payment policies and procedures.
Secretary and Administration
Choudhary International PVT LTD
10.2021 - 04.2022
- Oversaw end-to-end administrative operations, including email management, scheduling, travel arrangements, and office coordination, while maintaining professional decorum.
- Created and monitored factory production schedules, tracked orders in Excel, and delegated pending tasks to relevant teams for timely completion.
- Coordinated with management on new and pending orders, circulated order details to merchandising and sampling teams, and updated Proforma invoices for buyers.
- Managed day-to-day client communications, ensuring smooth business interactions, and efficient information flow across departments.
Retention & Escalation Specialist – Back Office
Medlife international pharmacy
03.2018 - 07.2019
- Promoted from Customer Service Executive (trainee, inbound calls) to Client and Business Development within six months, specializing in retention and escalation to drive business growth.
- Investigated and resolved unretained customer parcel issues by coordinating with responsible teams, reviewing warehouse reports, and providing timely client updates.
- Maintained accurate Excel records and tracking forms to monitor client issues, and ensure efficient resolution.
Credit Card Executive – Back Office & Admin
EPI center
12.2016 - 03.2018
- Resolved customer credit card issues and requests (e.g., removal of financial charges, payment holds) via email, coordinating with relevant teams for timely resolution, and daily follow-ups.
- Consistently met daily business targets, and ensured high levels of customer satisfaction through effective written communication.
- Maintained compliance with Community Bank policies while managing interactions with international clients.
- Ensured daily credit card updates were completed accurately, in coordination with the back-office team.
Senior Front Desk Officer – Rural Banking
ICICI Bank
08.2015 - 02.2016
- Managed daily branch banking operations, including cash deposits/withdrawals, RTGS/NEFT processing, cheque clearing, account closures (including deceased accounts), gold loan handling, and end-of-day cash book reconciliation.
- Handled customer transactions and service requests at the front desk and cash counter, ensuring accuracy, compliance, and timely completion of same-day transactions.
- Coordinated branch opening and closing with the manager, monitored daily cash requirements, delegated back-office paperwork to junior staff, and provided support for walk-in customer queries.
Education
Bachelor - Commerce
Mumbai University
Mumbai, India01.2014
Higher Secondary -
Central Board of Secondary Education
Mumbai, India01.2011
Senior Secondary -
Central Board of Secondary Education
Mumbai, India01.2009
Skills
Complaint handling
Customer service
Customer relations
Email etiquette
Live chat support
Telephone etiquette
Payment processing
Quality assurance
Staff training
Call center experience
Professional Qualification
- NIIT IFBI institute of finance banking insurance. Year: 2015
- Post Graduate Diploma in Banking Operations (PGDBO) Internship. Year: 2015
- KAOAG: Keerti certified advanced office automation & graphics. Year: 2008
- MSCIT: Maharashtra state certificate in information technology. Year: 2008
Timeline
Senior Customer Service Associate
Sutherland Ltd ( FIS Process )
11.2024 - Current
Senior Customer Service Associate
Teleperformance ( FIS Process )
06.2023 - 11.2024
Secretary and Administration
Choudhary International PVT LTD
10.2021 - 04.2022
Retention & Escalation Specialist – Back Office
Medlife international pharmacy
03.2018 - 07.2019
Credit Card Executive – Back Office & Admin
EPI center
12.2016 - 03.2018
Senior Front Desk Officer – Rural Banking
ICICI Bank
08.2015 - 02.2016
Bachelor - Commerce
Mumbai University
Higher Secondary -
Central Board of Secondary Education
Senior Secondary -
Central Board of Secondary Education
Similar Profiles
Anitha Devi.MAnitha Devi.M
Associate-CS Internet at Sutherland(Amazon Process)Associate-CS Internet at Sutherland(Amazon Process)
Shravan ShettyShravan Shetty
Associate trans processing at Sutherland Expedia processAssociate trans processing at Sutherland Expedia process
Caleb BarkleyCaleb Barkley
Millwright at Process Barron / Process EquipmentMillwright at Process Barron / Process Equipment
Sujit ShettySujit Shetty
Branch Manager at PCI Pest Control Pvt LtdBranch Manager at PCI Pest Control Pvt Ltd
Amit LallAmit Lall
Dy Manager- SCM at J.B. Chemical & Pharmaceutical LtdDy Manager- SCM at J.B. Chemical & Pharmaceutical Ltd