Reshma Suresh

• Manage end-to-end financial operations, including invoice processing, reconciliation, and payment workflows, ensuring compliance with global financial standards
• Collaborate with international stakeholders to identify inefficiencies and implement streamlined processes that improved operational accuracy by 20%
• Introduced automation tools that reduced manual workload, cutting processing time by 30%
• Monitor and analyze KPIs to ensure consistent adherence to SLAs, delivering exceptional results in quality and timeliness
• Conducted training sessions for team members on advanced financial tools and techniques, improving team proficiency by 25%
• Actively involved in resolving complex financial discrepancies and escalations, ensuring seamless issue resolution
• Received multiple Star Awards for outstanding KPI delivery and client satisfaction
• Honored with 3 Extra Mile Awards for exceeding performance expectations and driving operational excellence
• Recognized through numerous client appreciation emails for delivering exceptional service and process improvements
• Collaborated closely with IT teams to automate manual tasks, reducing human error and streamlining workflows.
• Collaborated with stakeholders to develop and implement best practices across various departments.

• Managed high-priority escalations, ensuring timely and effective resolution to enhance customer satisfaction
• Represented the team in client discussions, addressing systemic challenges and aligning policies with customer requirements
• Played a pivotal role in updating internal policies to enhance customer experience and operational efficiency
• Mentored team members in handling escalations, resulting in improved team performance
• Improved team performance by developing and conducting comprehensive training programs focused on escalation management.
• Conducted regular reviews of individual team member performance when handling escalated cases, offering constructive feedback and targeted coaching sessions for improvement areas identified.

• Led a team of 15 associates, achieving consistent improvements in productivity and quality metrics
• Conducted workshops and mentoring sessions to upskill team members in customer service and operational excellence
• Achieved exceptional results during peak seasons by optimizing team workflows and strategies
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

• Provided high-quality customer support for Amazon UK, achieving an average performance score of 96%+
• Resolved customer issues on the first contact, maintaining a high level of customer satisfaction
• Conducted internal workshops to share best practices and improve team efficiency
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.

GPA: 8.00