Ravi Kiran Madas
Birmingham
Summary
Results-driven professional with expertise in customer service, sales, and operations. Skilled in team leadership, issue resolution, and optimizing service standards to drive customer satisfaction and retention. Adaptable, growth-focused, and committed to delivering measurable success in dynamic environments.
Overview
11
11
years of professional experience
Work History
Customer Services Assistant
Moto Hospitality
11.2023 - Current
- Elevated customer satisfaction by promptly addressing customer needs using effective communication and a positive attitude, resulting in a 15% increase in NPS (Net Promoter Score)
- Processed over 150 financial transactions daily, including cash, card, and mobile payments via POS systems, ensuring 100% accuracy and adherence to service standards
- Exceeded annual performance targets by 20%, earning a unit manager's recommendation and a shortlist for the 'Emerge' leadership program
- Assisted in issue resolution by proactively handling customer concerns, leading to a 30% decrease in escalations
Team Leader
Repayments and Collections
02.2021 - 02.2023
- Spearheaded a high-performing team of 16 associates, utilizing strategic team management to achieve top performance metrics with the lowest attrition rate (5%) and a 30% increase in productivity
- Recognized as Employee of the Quarter (Digi Hero) and ranked #1 among team leaders
- Resolved 95% of client escalations by adeptly handling calls and emails using negotiation skills, maintaining quality scores above 90% and ensuring a 25% increase in customer retention rates
- Optimized operational efficiency by refining billing procedures and collection techniques, reducing errors by 30%; maintained meticulous records, tracked progress, and presented monthly financial projections, leading to a 20% improvement in forecasting accuracy
Client Support Specialist
Ernst & Young LLP
06.2015 - 10.2019
- Administered 200 IBM employees' ITRs, handling filings, claims, and settlements with 100% accuracy, contributing to advanced tax analysis and compliance expertise
- Enhanced customer service skills by resolving 300+ assignee queries, improving response time by 40% while ensuring strict adherence to LLP financial policies
- Safeguarded confidential data for over 500 clients, ensuring zero data breaches, strengthening data protection and service standards
- Orchestrated events within budgets up to $50,000, managing financial services operations such as vendor payments through PRs, POs, and invoices, achieving a 15% cost savings
Tax Associate
Ocwen Financial Solutions Pvt Ltd
09.2014 - 06.2015
- Resolved 100+ complex property tax inquiries, utilizing problem-solving skills to reduce resolution time by 20%, enhancing efficiency in tax analysis
- Managed RP Loans trackers, ensuring timely closure of 100% of special assignments within SLA parameters, leading to a 25% boost in operational efficiency
- Collaborated with US Tax Officers, gathering critical data on residential property tax assessments, reducing retrieval time by 30% and strengthening financial services expertise
- Consistently achieved 98% of quality standards and production targets, showcasing a commitment to excellence and effective issue resolution
Education
MSc - International Business
University of Ulster
01.2025
Post Graduate Diploma - Financial Management
St. Joseph's College of Commerce
01.2018
Bachelor of Business Management -
Jain University - Center for Management Studies
01.2014
Skills
- Microsoft Office Suite
- Canva
- Point-of-Sale (POS) Systems
- Salesforce
- Lead Square
- Citrix
- Leadership & Team Management
- Financial Services & Tax Analysis
- Training and Development
- NPS & Service Standards
- Issue Resolution & Strategic Problem-Solving
- LLP & Compliance Handling
Personal Information
Title: Team Leader
Timeline
Customer Services Assistant
Moto Hospitality
11.2023 - Current
Team Leader
Repayments and Collections
02.2021 - 02.2023
Client Support Specialist
Ernst & Young LLP
06.2015 - 10.2019
Tax Associate
Ocwen Financial Solutions Pvt Ltd
09.2014 - 06.2015
Post Graduate Diploma - Financial Management
St. Joseph's College of Commerce
Bachelor of Business Management -
Jain University - Center for Management Studies
MSc - International Business
University of Ulster
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