GOPAKUMAR NAGATH

gnagath@gmail.com +91 96631 19955 Bengaluru, IN

Analyst & Investment Consultant

~5 years experienced & result-oriented Business Analysis Professional & Portfolio Management Expert adept at conceptualizing
and delivering customer-centric solutions across banking industry & other growth ventures. Possessing a track record of
brainstorming with senior leadership to optimize processes pertaining to Portfolio & Wealth Management. Highly skilled in
formulating and executing business strategies, in addition to forging alliances and partnerships for leading breakthrough efficiency
& executing mission-critical projects. Proficient in driving significant gains in profitability & liaising with key stakeholders to deliver
compelling business value to customers and clients.
KEY SKILLS
 Market Research & Analysis  Client Relationship Management  Administration
 Competition Analysis  Stakeholder Management  Sales & Customer Acquisition
 Business Analysis  Budgeting  Compliance
 Portfolio Management  Team Leadership  Warehouse/Depot Management
 Wealth & Fund Management  Issue Resolution
 Pricing  Account Management
 Recruitment  Banking Processes

PROFESSIONAL EXPERIENCE
Mphasis
Customer Service Specialist - Level 2 Bengaluru, IN | Jul ’17 – Present
Ranked #7 in India's IT companies and managed by ~21,994 employees to generate a revenue of INR 6,074 CR (USD 930 million) in '16.
Issue Resolution & Stakeholder Management
 Resolving 99% of issues and addressing needs of 105 accounts on a daily basis while reporting to the Team Manager
 Independently managing 5+ investigations and 3+ claims on a day-to-day basis in liaison with different departments
 Referring unresolved issues to the Home Branch and coordinating with ~100 branches for the purpose of verification

Account Management & Banking Processes

 Rendering critical assistance for opening and closing of 15+ accounts on a monthly basis
 Guiding customers, resolving net banking issues & supporting processes like accounts transfer, bill payments & m-banking
 Executing the in-bound banking processes & rendering support on customer calls w.r.t –
o Credit card payment, closure, limit increase, account plans, fraudulent activities, investigations, incorrect bill claims, etc.
 Single-handedly managing banking activities including transfers, overdraft protections and credit card activation

Key Achievements & Awards

 Exceeded performance expectation by limiting customer handling time to 215 seconds (average benchmark 240 sec)
 Maintained average customer call waiting time at 20 seconds & successfully acquired 50 sales units on a monthly basis
 Awarded Rookie of the Month out of 20 people for delivering stellar customer support in the 1st month of production
 Declared recipient of the Best Performer during training out of 25 people | Sep '17

Kotak Mahindra Bank

Deputy Manager | Non-Resident Relationship Officer Thrissur, IN| Nov '16 – Mar '17
Offers banking products & financial services across 689 locations & 33,013 employees while generating a revenue of INR 21,176 crore in '17.
 Managed a team of 10 Sales Executives across 2 branches & directly reported to the Assistant Vice-President (AVP)

Sales & Revenue Maximization

 Acquired value accounts & boosted forex revenue by cross-selling financial products like mutual funds, insurance, etc.
 Bolstered the revenue to INR 50 lacs by securing ~20 accounts via investment recommendations, references, contacts, etc.

Client Relationship Management & Portfolio Management

 Mapped & served 270 clients by resolving 95% of the issues in coordination with Home Branches, Regional Office & H.O
o Served 15 clients on a day-to-day basis & transferred unresolved issues to ensure effective resolution
 Maximized customer satisfaction by fulfilling requirements & conducting home visits in cases of customer non-availability
 Rendered assistance for cheque drops or any other banking requirements on an ad-hoc basis
 Offered recommendations to the customers for optimizing investment planning & facilitating client-bank relationship
 Updated clients with information w.r.t forex/interest rates & modifications to the mutual fund portfolio on a timely basis
Key Achievements
  Enhanced the Savings Account Balance of 270 clients by INR 1.85 CR & generated forex revenue of INR 50,000
 Secured INR ~75 lacs of FD and ~20 HNI accounts in 3 months & successfully registered insurance revenues of INR 5 lacs
 Led the sale of Portfolio Management Service (PMS) to acquire mutual fund worth INR 7 lacs

Career Plus
Office Admin Manager Thrissur, IN| Oct '15 – Nov '16
Offers consulting services for tie ups for universities/institutes, professional development & study abroad working with 300+ institutions worldwide.
Team Management & Administration
 Led a team of 15 spanning training staff, teachers, Marketing personnel and domestic help
 Administered end-to-end institutional activities w.r.t drafting agreements, overseeing marketing, setting up funds, etc.
 Negotiated staff salaries and secured discounts for the deserving candidates in coordination with senior leadership
 Managed admissions of multiple batches comprising of ~150 students on an annual basis
 Administered scheduling of 3 classes/day by coordinating with various teachers on a day-to-day basis

Strategic Alliances & Business Acquisition

 Conducted ~30 seminars, classes and workshops as a representative of the institution by liaising with colleges/institutions
o Partnered with ~3 institutions on a quarterly basis for monthly seminars to mentor 10+ students across various colleges
o Targeted 25% conversion & boosted awareness around choice of MBA college, exams, requirement-based selection, etc.

Delta Group W.L.L

Sales Manager Qatar, IR | Nov '13 – Sep '15
Market leader for Frozen Food Supplier with clientele like five-star hotels, catering companies, food chains, ship chandeliers and airlines.

Team Leadership & Client Relationship Management

 Led a team of ~10 Sales Executives while directly reporting to the Project Manager and the Director
 Rendered assistance to the Head of Finance & Marketing for fixing the selling price in accordance with market changes
 Effectively closed deals & ensured better commission than the competitors to achieve significant cost reduction & profits
 Mapped market trends by interfacing with new/existing customers and clients to effectively serve ~75 clients

Stakeholder Management

 Initiated the end-to-end setup of Fuel Bunkering & Bitumen Trading in liaison with the Project Manager and the Director
 Collaborated with 20 brokers, 30 agents & the Management Team to strategize pricing and fix the percentage incentive
 Coordinated with various departments of sister concerns across UAE to ensure timely product delivery & processing of bills
o Guaranteed timely collections & processed 3rd party payments for various outsourced services pertaining to clients
o Liaised with Finance, Transportation & HR for conducting interviews and negotiating pay scale of new recruits

Vessel Maintenance & Warehouse Management

 Steered the management of product delivery to the warehouse & directed the scheduling of delivery vehicles at the depot
 Administered timely maintenance of 2 vessels (ships) by coordinating with diverse agencies
o Collaborated with the Port Department and various other ship brokers for leasing out ships during the off season
o Interfaced with petroleum companies like ADNOC for updating & ensuring vessel compliance with fire/safety
regulations

EDUCATION
B. Com.
Calicut University Kozhikode, IN | Jun ’10 – Apr ‘13
 Appointed as the Master of Ceremonies & headed the Seminar & Finance Committee for Inter-College Programs
 Received the Judge’s Special Mention Award at Model United Nations | MES Academy '12
AWARDS & RECOGNITION

 Awarded Best Debater at the Elocution & Debate Competition | '12

 Achieved a rank in the Top 4/6 at South India/National Level - ‘Management Meets’ | '11 - '13
 Secured 3rd position in the Business Plan Competition out of 10 participants | Dec '11
 Ranked in the Top 3 in Best Manager Competition at Inter College Fests out of ~70 MBA National/State participants | '11
 Secured 2nd rank in the English Essay Writing Contest | St. Thomas College | '10
TRAINING AND CERTIFICATIONS

 Soul-bath Peace Foundation - SPF Heal Your Living | Nov '17

 Trainer's Training Program | Jan '15