Keerthana Murugalingam

About Keerthana Murugalingam

One consistent theme across both roles has been my commitment to continuous improvement and willingness to take ownership. Whether I was helping a customer reset their card PIN or reviewing a mortgage agreement, I approached each task with the mindset that my work directly contributes to the customer\'s financial well-being.I take pride in delivering quality work, maintaining professional integrity, and exceeding expectations whenever possible. I believe in going beyond just meeting targets — I focus on how the work is done, ensuring clarity, reliability, and a customer-first approach.Skills Developed. Customer Handling & Voice Support: Developed strong verbal communication skills, empathy, and issue-resolution strategies in a customer-facing role. Banking Process Expertise: Gained in-depth knowledge of banking operations — from account handling to documentation and compliance. Fast Learning & Adaptability: Demonstrated the ability to grasp complex systems and procedures in a short span of time. Accuracy & Compliance: Excelled in document review processes where precision, confidentiality, and regulatory knowledge were crucial. Team Collaboration & Knowledge Sharing: Actively supported team training, cross-learning, and continuous process improvement.

Experience

1. Process Associate

   HCLTech

   May 2024 — Present · Chennai, IN

   Throughout my tenure in the banking voice process domain as well as non-voice (back-end), I have had the opportunity to contribute significantly to two major banking projects:Bank of Ireland and the Commonwealth Bank of Australia. These experiences not only sharpened my communication and process-handling skills but also gave me a deep understanding of customer-centric operations, compliance standards, and performance excellence. These roles helped me build a strong foundation in both customer service excellence and back-office operations in the banking and the financial services sector.Project 1: Bank of Ireland – Voice Process (General Banking Queries)In my role with the Bank of Ireland, I was responsible for managing a broad range of day-to-day banking queries through a voice process, directly interacting with customers. These interactions involved everything from account balance inquiries, card transactions, and fund transfers to issues with online banking access, PIN resets, direct debits, standing orders, and general service-related questions.Project 2: Commonwealth Bank of Australia – Mortgage Documentation ProcessFollowing my tenure at BOI, I transitioned into a more documentation-focused, non-voice process with the Commonwealth Bank of Australia, where I was assigned to the mortgage document handling unit. My responsibilities included reviewing, verifying, and processing mortgage-related documentation to ensure compliance with both internal and regulatory standards.I’m particularly proud of in these roles is the appreciation. Bank of Ireland: Received appreciation for maintaining a consistently positive tone and creating a proactive environment that improved customer experience and team morale. Commonwealth Bank of Australia: Recognized for completing a 3-month training program in just 2 weeks and achieving top production and 100% quality within the first 3 months.

Education

• Loyola Institute Of Business Administration

  Master of Business Administration - MBA

• Anna Adarsh College For Women

  Bachelor's degree