Rachel M.
Mid-Level Instructional Design Specialist
Open to offersNew to PlatformLanguages
EnglishHindi
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About
Rachel M. is an experienced Instructional Design and Learning & Development professional specializing in curriculum design, eLearning development, and adult learning methodologies, primarily supporting the BFSI sector and compliance-driven business environments. She has crafted scalable learning solutions using Articulate Storyline 360 and led training needs analysis, leveraging frameworks such as ADDIE, Bloom’s Taxonomy, and 4MAT for learner-centric content. Rachel’s career includes roles in business development, financial operations, risk management, technical documentation, SOP creation, and training facilitation. Her responsibilities have spanned financial literacy education, payment operations, digital banking support, market research, and strategic leadership for educational non-profits. Known for her technical aptitude with CRM tools, process optimization, and cross-functional stakeholder collaboration, Rachel’s hands-on approach demonstrably improves business and learning outcomes in the finance, education, customer service, and consulting domains.
Experience
Senior information process enabler
TATA Consultancy Services Ltd Citicorp Credit Services Inc. (Australia) · 2025 — PresentEducated US-based customers on complex bank statement structures, performing detailed financial breakdowns and facilitating statement fulfillment requests. Managed end-to-end payment processing and reconciliation, ensuring accurate real-time fund transfers. Orchestrated security responses for lost or stolen credit cards, overseeing card replacement and secure activation. Advised customers on credit utilization and managed requests for credit limit adjustments according to federal banking regulations.Senior information process enabler
Citigroup Pty Limited - (Australia) · 2024 — 2025Managed comprehensive customer support for the Australian market, performing bank statement breakdowns and resolving complex payment disputes. Served as a Subject Matter Expert (SME) for users navigating mobile and web banking platforms, facilitating secure logins and technical troubleshooting. Guided customers on domestic and international fee structures, ensuring compliance with banking regulations. Consulted with high-tier cardholders about premium benefits to enhance customer retention.Business Development Head/Teacher
Ananyata Foundation · 2023 — 2024Developed comprehensive business growth plans while leading a team to align with revenue objectives. Oversaw the implementation of sales strategies and monitored team performance to achieve revenue targets. Created standardized educational materials and lesson plans that met academic standards. Collaborated with cross-functional staff to deliver a cohesive learning experience while providing academic mentorship.Senior Representative
Concentrix · 2023 — 2023Handled complex customer inquiries and technical issues, utilizing decision-support tools for first-contact resolution. Exceeded performance metrics, including Average Handle Time (AHT) and Customer Satisfaction (CSAT) benchmarks. Ensured accurate documentation of customer interactions for compliance and audit requirements, maintaining complete data accuracy.Customer Service Executive
Tech Mahindra Business Services Ltd - Three UK Postpay/PayG · 2021 — 2022Managed high-volume inbound communications, building trust with customers and addressing complex needs with tailored solutions. Executed specialized requests such as SIM provisioning and device replacements, while conducting fraud checks. Achieved sales targets and complied with communication procedures to ensure service quality. Maintained meticulous records for billing and payments in the CRM.Research Analyst
Ceequence Technologies Pvt Ltd · 2019 — 2020Conducted variance analysis on operational data to identify trends, and developed forecasting models for business process improvements. Performed market research and competitive benchmarking to analyze retention metrics, revealing operational gaps. Utilized statistical modeling techniques to present findings to leadership, promoting data-driven decision-making.Background Verification Specialist
Sterling Information Resources India Pvt. Ltd · 2018 — 2019Validated employment, education, and licensing data through high-volume communications, ensuring adherence to project timelines. Managed records meticulously to achieve processing targets and facilitate accurate follow-ups. Conducted audits to maintain compliance with regulatory and company standards.Marketing Executive
Bricsa Consulting Pvt. Ltd. · 2017 — 2017Managed the execution of various events, coordinating vendors, logistics, and on-site operations for seamless delivery. Optimized administrative functions and addressed real-time problems to align event outcomes with broader marketing objectives.Customer Service Professional
SITEL India Ltd · 2016 — 2017Handled high-volume inbound inquiries, consistently meeting call-handling targets to support team KPIs. Resolved customer complaints and maintained detailed records within the CRM to ensure accurate tracking of interactions.Customer Service Executive
SITEL India Ltd · 2015 — 2015Managed high-volume inbound inquiries, consistently exceeding daily KPIs related to call handling time and quality assurance. Addressed complex customer complaints while ensuring accurate documentation in CRM systems for case resolution.
Skills & Expertise
Education
- Bachelor of Arts Majors in Psychology and English Literature - Maharashtra BoardIDOL University Mumbai · — — 2022
- Certificate Examination (CISCE)Don Bosco Academy Mumbai · — — 2011
- India Certificate of Secondary Education (ICSE)Don Bosco Academy Mumbai · — — 2009
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