Ruth Jethwani Kumar

Address: Flat Number 302, 1-11 a, Alkhail Gate, Dubai, UAE

Tel: +971 52 922 4887 ® Email:
veenajethwani5@gmail.com

CAREER OVERVIEW

 A dynamic professional with nearly 15 years of experience in Service and Quality Analyst and
Customer Service
 Last employed with Citibank UAE as Service and Quality Analyst
 Identifying Trends and Root Cause Analysis for Banking Products’ Customer issues
 Proactively finding issues and resolving them
 Root Cause Analysis to observe recurring problems and identifying trends
 Adroit at documenting issues and solutions by creating internal documents for the Knowledgebase for
future reference.
 Demonstrated excellence in revamping and establishing the process in the current and previous
organisations respectively
 An effective communicator with exceptional relationship management skills with the ability to relate
to people at any level of business and management and handle large teams.
 Excellent written and oral communication skills.
 Leadership and teamwork.
 Ability to work under pressure of deadlines.
 Ability and willingness to learn.
ACADEMIA

 Bachelor in Arts from Mumbai University 2001.

 12th from Mumbai University in 1998.
 10th from Mumbai University in 1996.
ORGANISATIONAL DETAILS

Since Dec 2009 Citibank UAE

Career Path:
Dec 2012 – Feb 2018 Service and Quality Analyst
Dec 2009 – Dec 2012 Call Center Associate

Role:
As Service and Quality Analyst
 Identifying Trends in Citibank Banking Products’ complaints/issues
 Identifying recurring problems/issues faced by customers
 Performing Root Cause Analysis for problems/issues faced by customers
 Working with different teams to resolve issues faced by customers
 Responsible for timely management, communication and address of customer concerns, escalations
and issues
 Setting correct expectations with the customers, providing workaround/relief till the issues are
resolved through effective communication
 Helping the operational side of the business by working with Top Management to review existing
processes and modify them
 Handling the maximum possible work in the least possible time without affecting service quality
 Establishing correct expectations, enforcing relief and resolving through effective communication

Role:
- As Call Center Associate
 Responsible for answering customer credit card queries
 Responsible for educating customers about all banking products
 Encouraging customers to take benefits of loans on credit cards, balance transfers, transactions into
installments, etc.
 Identifying customers’ needs, clarify information, research every issue and providing solutions
 Acting as a backup for team leader as and when necessary and assisting the team members
 Managing large amount of inbound and outbound calls in a timely manner

Nov 2005 – Jan 2009 JP Morgan

Role:
- As Lending Review Analyst
 Responsible for reviewing US applications to make the best judgement
 Go through the information available through all the bureaus for the applications
 Identifying risks and opportunities on applications
 Making the best judgement in assigning a credit limit on the Chase Cards for the customers
 Sending letters for clarifications and confirmations if needed
 Adding Joint applicants for existing card members

Mar 2003 – Oct 2005 Wipro Spectra Mind

Role:
- As Customer Care Associate
 Responsible for answering American Express card queries
 Responsible for educating customers about all American Express products
 Encouraging customers to take benefits of loans on credit cards, balance transfers, transactions into
installments, etc.
 Identifying customers’ needs, clarify information, research every issue and providing solutions
 Handling disputes and frauds on credit cards
 Acted as a trainer and helping team members to complete their certifications

2002 - 2003 Reliance Infocomm

Role:
- As Customer Response Executive
 Handling inbound calls and responding to customer queries
 Responsible for answering questions related to Reliance phones and carrier issues
 Providing technical support for Reliance phones and guiding them on navigating the phones
 Working with different teams to help resolve carrier related issues
PERSONAL VITAE

Date of Birth : 5th Aug 1980

Place of Birth : Bahrain
Hobbies : Reading, Dancing, Singing, Acting