Shankar Abirami

• NAM Collections Monitoring
• Australia Mortgage Delivery Services Reconciliation
• Diners Mortgage Account Maintenance
• Vendor Compliance Monitoring
• Collections monitoring encompasses two distinct, specialized fields of financial management
of accounts receiving and preservation and tracking of artifacts including data, metrics and
track performances.
• Vendor compliance monitoring is a continuous process that assesses the risks associated with
third-party vendors, ensuring compliance and protecting organizations from potential
vulnerabilities.
• As a critical resource in account maintenance and reconciliation team I compare two sets of
records between Citi and vendor and identify the discrepancy after certain procedures and
escalate issues.
• Have been an active leaner in Citi and excelled in multiple processes within a short time span
and able to transfer my knowledge to next new joiners.
• Attended multiple clients calls and INC calls with my managers concern.
• Maintained the inventory to assist customers, achieving 98% customer satisfaction
• Solved customer problems promptly and accurately and recorded a problem solution score
above 84%
• Utilized Microsoft Excel to create daily sales reports, resulting in improved inventory
management.
• Elevated customer satisfaction scores by 18% through staff training and the implementation
of customer-centric initiatives.

• Cross checking all manuscripts that are submitted to the journals given under my control and
performing technical checks for all the manuscripts and moving them to the editors queue.
• Developing and implementing data analyses, data collection systems and other strategies that
optimize statistical efficiency and quality.
• Performed as team leader to develop concepts, graphical stories and creative ideas for
broadcasting segments and assist with the production department for moving the manuscripts.
• Solved queries raised by clients accurately.
• Exceeded customer-served targets in 2022 and received employee of the year award.

• Maintain daily, weekly and monthly author reports and Query solving to the entire team.
• Handle customer complaints efficiently and ensure timely resolution as per the guidelines
and Providing training and support to peers on process related queries.
• Provided after-hours support for applications and project efforts when needed and generate
consolidated report and update status daily.
• Detected fraud journals and manuscripts at accuracy of 84%