Grace Jenifer Nadar

About

Customer-focused operations professional with experience in IT technical support, banking and financial services, and international client operations. Skilled in troubleshooting, case documentation, SLA-driven workflows, issue escalation, and maintaining accuracy, confidentiality, and service quality.

Experience

• Mortgage Servicing Officer – Senior Consultant
  OSB India Pvt Ltd
  Feb 2024 – Oct 2026

  Processed customer and account-service requests in a controlled, SLA-driven banking environment, ensuring accurate updates and timely case resolution. Reviewed written customer instructions and account history, investigated discrepancies, and maintained clear case records to support accurate outcomes. Handled requests involving sensitive customer details and account documentation, following verification, confidentiality and process requirements. Prioritised requests by urgency, due date and service standards; coordinated with voice/front-line teams and internal stakeholders to resolve queries. Trained across Payments, Account Maintenance and Land Registry queues, applying queue-specific procedures when reviewing requests and processing account-related work. Acted as day-to-day team lead for a 15-member team, supporting work allocation, process guidance and knowledge sharing as the senior-most employee. Performance highlights: achieved productivity of 102 and quality of 99.8, demonstrating strong throughput and processing accuracy.

• Consultant – UKI Market (Account Strategist)
  Regalix Pvt Ltd
  Mar 2022 – Feb 2024

  Managed international client portfolios in a deadline-driven environment while maintaining service quality and compliance standards. Prepared performance reports and operational insights to support KPI tracking, workload visibility and decision-making. Monitored operational variances, prioritised issues and coordinated with internal stakeholders to support timely resolution. Maintained accurate records and documentation to support reporting, governance and operational requirements.

• Technical Associate (Level 1 & 2)
  Tech Mahindra
  May 2021 – Jul 2022

  Provided customer and technical support in a process-driven environment, focusing on accurate handling, turnaround time and customer experience. Delivered Level 1 and Level 2 support by identifying and troubleshooting basic application, login/access and connectivity-related issues. Recorded customer-reported symptoms, troubleshooting steps and outcomes in service records to support issue tracking and continuity of support. Guided customers through structured troubleshooting, explained resolution steps clearly and escalated unresolved or complex issues to the relevant support teams. Reviewed account and billing discrepancies, processed adjustments where applicable and maintained accurate service documentation. Prioritised customer issues based on urgency and agreed timelines, collaborating with cross-functional teams to support timely resolution. Recognised as “Best Technical Support Associate” for operational excellence, accuracy and service quality.

Education

• 2022 GI
  Bachelor of Commerce

  GITAM University

  General · 2022

  General

Skills

Tools / apps / platforms

Projects

• Google ads project for EMEA
  Google ads platform

🏆 Achievements & awards

• Best Technical Support Associate · 2022

  Recognized for operational excellence, accuracy and service quality.