Yesvidha Manikandan

Customer Insights Analyst @Tsys Managed Services Emea

Coventry, GB

Responsibilities: Supported the credit card programme in a regulated environment, handling 80+ customer queries daily in line with FCA, PCI-DSS, and KYC compliance. Logged service issues and classified root causes in Salesforce to support operations reporting and trend analysis. Identified pain-points in customer journeys and escalated recurring patterns to Risk, Product, and Tech teams. Created and maintained process documentation and knowledge articles to support service improvements. Collaborated cross-functionally with Fraud, Risk, and Tech teams to resolve issues and implement solutions. Delivered internal insights for continuous improvement by analysing call reason codes and ticket data. Key Achievements: Designed a tagging framework that reduced repeat calls by 18% and improved resolution tracking. Reduced average handling time by over 1 minute by streamlining scripts and recommending process fixes. Trained and supported 15+ new hires, standardising best practices and reducing onboarding time. Provided data-driven feedback that directly contributed to long-term service enhancements. Skills & Tools:Salesforce · Excel · Root Cause Analysis · Knowledge Management · Call Analytics · Financial Services Compliance

Velammal vidhyashram

High School Diploma, Business/Commerce, General

Coventry University

Msc , International business management

University of Madras

Bachelor of Commerce - BCom, Accounting and Finance