Anjana Kumar
Dublin
Summary
Lead Customer Service Representative with proven ability to balance customer needs and company objectives. Focused on fostering customer loyalty and achieving sales targets. Skilled in coordinating service teams and implementing programs to boost productivity. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Associate
The South Indian Bank
Pune
09.2018 - 12.2024
- Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Analysed financial market trends for accurate forecasting and planning.
- Analysed customer documents for KYC compliance, identifying discrepancies and mitigating potential risks.
- Maintained up-to-date knowledge of regulatory changes affecting KYC, ensuring compliance with current legislation.
- Analysed financial data and transaction patterns to identify high-risk accounts requiring further investigation or escalation.
- Handled cash, credit card, and voucher payments, maintaining accurate financial records.
- Managed a portfolio of client loans, monitoring repayments and financial health over time.
- Presented and clearly explained insurance policy options based on clients needs and goals.
Education
Master of Science - Finance
Dublin City University
Dublin03-2026
Master of Commerce - Advanced Accounting and Taxation
Ness Wadia College of Commerce
Pune01.2018
Bachelors of Commerce - Cost and Works Accounting
Ness Wadia College of Commerce
Pune01.2016
Skills
Skills
- Customer service and support
- Complaint resolution
- Eagerness to learn
- Python proficiency
- Sales and marketing strategies
- Quality assurance leadership
- Credit risk modeling
- Data protection strategies
- KYC compliance
- CRM software
- Portfolio management
- Financial analysis
- Refunds and exchanges
- MS Word, Excel, Office and Power Point
Hobbies and Interests
Bharatnatyam Dancer - Pursuing Bachelors in Bharatnatyam. Secured 1st place in District Level Bharatnatyam competition.
Accomplishments
- Recognized as a Pan-India top performer in health insurance sales
- Successfully led and emerged as a top performer in every sales campaign organized by the bank
Certification
- AML, KYC, and compliance
- Introduction to importing data in Python
- Credit risk modeling in Python
- Level 4 diploma in applied finance
Languages
English
First Language
Malayalam
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Projects and Competition
- Undertook a project in cost and works accounting, specifically analyzing cost structures and efficiency within the transport and logistics sector
- Explored accounting and taxation practices in the transport and logistics industry through hands-on project work
- Participate in the ENFUSE competition, led by Dublin City Council, collaborating on real-world business challenges
Timeline
Customer Service Associate
The South Indian Bank
09.2018 - 12.2024
Master of Science - Finance
Dublin City University
Master of Commerce - Advanced Accounting and Taxation
Ness Wadia College of Commerce
Bachelors of Commerce - Cost and Works Accounting
Ness Wadia College of Commerce
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