operations, crew management, technical
Construction - Renovation - Architecture
Experience:
A results-driven Customer Service and Operations Analyst with over 3.5 years of experience in fast-paced environments at NatWest Group and Scotmid Co-operative in Edinburgh, UK. Experienced in handling high volumes of customer interactions through calls and email, resolving complex queries, and managing operational cases with accuracy and efficiency. Proven ability to work within strict service level agreements, coordinate with cross-functional teams to resolve escalations, and maintain detailed documentation while ensuring compliance with procedures and quality standards.
Education:
Holds a Master of Science in Construction Project Management from Heriot-Watt University, providing a strong foundation in planning, coordination, and project execution. Also earned a Bachelor of Technology in Civil Engineering from APJ Abdul Kalam Technological University, developing analytical thinking, problem-solving skills, and a structured approach to managing complex tasks and processes.
Skills:
Demonstrates strong capabilities in operations management, customer service, and workflow coordination, with hands-on experience using CRM and case management systems to handle high-volume tasks efficiently. Proficient in MS Office tools, particularly Excel, Word, and Outlook, with the ability to perform basic data analysis, reporting, and documentation with accuracy. Skilled in stakeholder communication through phone and email, ensuring clear and professional interactions while managing escalations and resolving issues within defined service level agreements. Known for excellent attention to detail, time management, and multitasking abilities, along with a proactive approach to problem-solving and continuous process improvement in fast-paced, high-pressure environments.
Additionally:
Skilled in CRM and case management systems, MS Office tools including Excel, Word, and Outlook, and basic reporting and data tracking. Strong in client communication via phone and email, with experience in scheduling, workflow coordination, and escalation handling. Known for attention to detail, time management, and the ability to multitask effectively in high-pressure environments. Fluent in English, with native proficiency in Malayalam and professional working proficiency in Hindi, bringing strong communication and adaptability to diverse work settings.
