Renita M Merli
Summary
I am seeking a position within an ambitious & exciting Organization where I can utilize my managerial experience and be challenged to push myself further. I'm always open to learning new things.
Overview
9
9
years of professional experience
Work History
Complaints Management Analyst, Sr
Bread Financial
01.2021 - Current
- Promoted from Complaints Management Analyst 2 to Senior Analyst in January 2024.
- I have been taking refresher trainings for the team. Also helped in process training for the new associates
- Mentoring the new associate and team with the case doubts which also helped them improve their performance.
- Provided expert guidance on best practices, resulting in improved performance.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased productivity.
- Gathered, documented, and case examples that helped the team.
- Actively participated in wellbeing and engagement activities, fostering a positive team culture.
Sr Representative
Concentrix
06.2016 - 12.2020
- Been associated with Concentrix for 4.6 years got my first promotion in 1.8 years.
- Worked for credit card Collections for TSB Bank.
- In less than a years' time got trained for one of the most challenging Line of business Customer support unit for TSB Bank.
- Rewarded for my schedule adherence and top performer.
- Resolved issues through careful research and follow-up with customers.
- Helped organization in meeting their targets, by working extra hours.
- Mentored one of the customer support unit batch.
- Also audited complaints that's been logged, and also been a support in resolving open complaints.
- Worked on Complaints Management Analyst. We deal with customer complaint and help resolving them with fair resolution.
- Improved operational efficiency by streamlining processes and implementing best practices in management analysis.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
- Achieved successful resolution of escalated issues during periods of high call volume.
Education
ICSE -
St. John's High School
PUC - undefined
St. Anne's First Grade College
BCOM - Finance and Marketing
Mount Carmel College
Skills
- Complaints Management
- Training
- Risk Identification & Mitigation
- Process Improvement & Documentation
- Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
- Customer Experience
- Customer support
- Customer relations
- Time management abilities
- Professionalism
- Team building
- Decision-making
- Adaptability and flexibility
Accomplishments
- Ardent to carry out responsibilities to achieve the targets.
- Positive attitude and enthusiastic in team network.
- Ability to handle crunch situations and adapt to any environment.
- Strong desire to work in various platforms according to requirement.
Disclaimer
I hereby declare that all the statements made in the above Resume are correct to the best of my knowledge and belief.
Timeline
Complaints Management Analyst, Sr
Bread Financial
01.2021 - Current
Sr Representative
Concentrix
06.2016 - 12.2020
PUC - undefined
St. Anne's First Grade College
BCOM - Finance and Marketing
Mount Carmel College
ICSE -
St. John's High School
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