Leena J

Seeking a challenging role to apply my skills and contribute to organizational growth while collaborating with a dynamic team. Eager to take on new responsibilities and drive impact through continuous learning, innovation, and dedication.

• With 4+ years experience in Mutalfund Industry and IT industry with specializing in Chat process and Commercial Banking
• Responded to customer inquiries via email and chat with a focus on empathy and resolution
• Maintained high customer satisfaction scores by delivering timely and accurate support
• Handled escalations and resolved service issues within defined SLAs
• Documented customer interactions in CRM systems.
• Provided product guidance and troubleshooting support across multiple service lines
• Managed sub-processes and main workflows for invoice discounting and month-end closures
• Prepared and submitted detailed operational reports for finance and compliance teams
• Ensured accuracy in data entry and reconciliation across ERP platforms
• Collaborated with cross-functional teams to streamline documentation and reduce turnaround time
• Monitored service queues and flagged process bottlenecks for improvement

• Spearheaded the automation of repetitive syndication tasks by designing and implementing Excel Macros, reducing manual effort by over 60% and improving data accuracy across multiple channels.
• Collaborated closely with the technical team to integrate macro-driven outputs with backend systems, ensuring seamless data flow and compatibility with syndication platforms.
• Streamlined the end-to-end process for content distribution, enabling faster turnaround times and reducing errors caused by manual formatting and validation.

• Received Awards for Star of the Month and ON the SPOT Team Award for the Best Performance - 2022 to 2023.
• Accredited as a trainer for the facilitation of the project procedures to the new employees as when required.
• Represented as Department Leader for B.Com(ISM) - 2021
• CCA (Sports Cultural Captain in School - 2017