SHILPA LATHA
Lafayette,Colorado
Summary
Results-driven Banker Customer Specialist with a track record of providing exceptional customer service and support in the banking industry. Proven ability to troubleshoot and resolve customer issues. Seeking a technical support role to leverage my problem-solving skills. Proficient in banking software, computer operating systems, hardware, and networks. Excellent communication and interpersonal skills to effectively collaborate with technical and non-technical stakeholders.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Fastsigns
Denver
10.2019 - 03.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Handled incoming and outgoing mail and packages
- Scheduled and coordinated meetings, appointments, and travel arrangements for team members
- Collaborated with team members to improve office processes and workflows
- Assisted clients with placing orders and provided information on products and services
- Followed up with clients to ensure satisfaction and handled any additional requests.
Teller & Customer Care Specialist
HDFC BANK
05.2016 - 03.2019
- Prioritized and delivered outstanding customer service throughout the customer journey, troubleshooting and resolving issues
- Applied deep product expertise to solve complex technical customer issues and escalations
- Investigated and resolved customer inquiries and complaints quickly, providing technical assistance and end-user support to clients via phone, email, and in-person
- Analyzed data and insights to create action plans that address root causes for customers, focusing on knowledge management, operational improvements, account reviews, and product adoption
- Partnered with sales and other cross-functional teams to continuously improve the client journey, resolve complex issues, and understand customer pain points
- Shared insights and provided expertise to partner teams to support product and process improvements
- Documented and tracked issues using helpdesk software, focusing on timely resolution and excellent customer service
- Generated weekly and monthly reports to highlight customer service performance and measure milestones
- Developed and implemented customer care policies, procedures, and regulations necessary to satisfy the customer base
- Created and maintained a detailed database to develop promotional sales
- Communicated with clients regarding account services, statements, and balances
- Identified sales opportunities and referred customers to branch partners in financial services
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries
- Monitored and verified suspicious activity on customer accounts
- Demonstrated mentorship and leadership across the team.
Administrative Intern
Pikmigo Retail India Private Limited
Bengaluru, India
05.2015 - 08.2015
- Conducted market research to identify trends, target audiences, and competitive landscape
- Prepared reports and presentations for marketing meetings and stakeholder updates
- Delivered exceptional customer service to both internal and external clients through prompt response times and clear communication of information
- Prepared and distributed reports, presentations, and other documents using Microsoft Office or Google Workspace
- Handled customer inquiries and resolved issues via phone, email, or in-person, and documented interactions in customer relationship management (CRM) software
- Assisted with recruitment, onboarding, and training new employees using HR software like Workday.
Education
Bachelor of Science (B.S.) - MATHS WITH COMPUTER APPLICATION
ETHIRAJ COLLEGE FOR WOMEN
CHENNAI05-2016
Skills
- Excellent customer service and support skills
- Clear and concise communication skills for technical and non-technical audiences
- Active listening and problem-solving abilities
- Meticulous documentation and reporting skills
- Organizational and time management skills for prioritizing tasks and meeting deadlines
- Understanding of IT operational policies and procedures
- Strong technical knowledge and manual interpretation skills
- Basic programming skills (eg SQL, Python)
- Effective research and analytical skills for troubleshooting
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- CRM software skills, including Salesforce and CRM next
Certification
- GOOGLE DATA ANALYTICS
- Data Analysis with R Programming
- Prepare Data for Exploration
- Analyze Data to Answer Questions
- Share Data Through the Art of Visualization
- Process Data from Dirty to Clean
Timeline
Administrative Assistant
Fastsigns
10.2019 - 03.2020
Teller & Customer Care Specialist
HDFC BANK
05.2016 - 03.2019
Administrative Intern
Pikmigo Retail India Private Limited
05.2015 - 08.2015
- GOOGLE DATA ANALYTICS
- Data Analysis with R Programming
- Prepare Data for Exploration
- Analyze Data to Answer Questions
- Share Data Through the Art of Visualization
- Process Data from Dirty to Clean
Bachelor of Science (B.S.) - MATHS WITH COMPUTER APPLICATION
ETHIRAJ COLLEGE FOR WOMEN
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