Archana Santhanakrishnan

• Managed inbound customer queries related to UAE credit card services via calls and emails, consistently meeting
service level agreement (SLA) targets
• Maintained accurate CRM records for all customer interactions, ensuring full documentation compliance
• Coordinated with internal banking teams to resolve escalated issues and deliver timely resolution to clients
• Upheld high service quality standards while handling sensitive financial queries for UAE based customers
• Recognised as Best Performer in Leads and Sales for exceeding monthly performance benchmarks

• Managed end-to-end order entry and processing for bulk print production clients including Ford, UPS, FedEx and
Cleveland Clinic
• Processed client purchase orders with detailed accuracy, coordinating cost estimates and converting approved quotes
into confirmed production orders
• Maintained high accuracy SLA compliance through rigorous quality checks before releasing jobs to production teams
• Coordinated with US based teams and internal production units to ensure on-time delivery and order fulfilment
• Promoted from Level 2 to Level 3 (Senior Associate) based on consistent performance and quality output
• Won Monthly R&R Award for highest accuracy in order processing, demonstrating strong atention to detail and back
office operations excellence

• Provided Tier 1 and Tier 2 technical support to customers via calls and email, resolving product and service issues within
SLA timeframes
• Diagnosed technical problems and delivered step-by-step solutions, maintaining high CSAT scores
• Maintained detailed CRM records of all interactions, issue types and resolutions for reporting and quality review
• Achieved CSAT Achiever recognition in Fall 2012 for exceptional customer satisfaction scores Planned career break for family relocation and personal development
• Completed Montessori demonstrating commitment to continuous learning and professional
growth
• Actively upskilled in Microsoft Office tools, CRM platforms and current operations best practices in preparation for
return to the workforce
• Managed household administration, scheduling, budgeting and vendor coordination, building transferable skills directly
applicable to operations roles