Customer Service Rep & Shift leader
Barclays Bank
Total years of experience :3 years, 2 Months
-Receive calls from Barclay's customers in Retail around service enquiries in an automated Call centre environment.
-Providing comprehensive services to the customers via telephone, and handling their incoming inquiries, Requests
& Complaints, Pertaining to all Bank products. (Cash Loan, Auto Loan, Banking Accounts, Credit Cards/Debit Cards,
Time Deposit & Certificates)
-Maintains up to date knowledge of Products and Service features and related Procedures.
-Ensures compliance of call resolution with appropriate policies and procedures.
-Sells/Cross sells product and services and generates sales leads for other units to follow up on.
- Sending complaints by manual forms & using by CRM (Customer Relation Management) to solve & follow
complaints on system.
- investigate to resolve all cases related for the banking retail.
-Working with back office team (contacting with the customers & reply for mails from branches, collogues & other departments)
-Trainer: Refreshment Training about: (Bank product & Complaint handling)
-Handling Afternoon Shifts as a Shift Leader on Five Working days (Reporting with the Screen & Service Level,
Coordinate Floor, Managing agent's breaks, Answer Escalated Calls, Training New agents & Handling Shift incidents.
-Receive calls from Barclay's customers in Retail around service enquiries in an automated Call centre environment.
-Providing comprehensive services to the customers via telephone, and handling their incoming inquiries, Requests
& Complaints, Pertaining to all Bank products. (Cash Loan, Auto Loan, Banking Accounts, Credit Cards/Debit Cards,
Time Deposit & Certificates).
-Maintains up to date knowledge of Products and Service features and related Procedures.
-Ensures compliance of call resolution with appropriate policies and procedures.
-Sells/Cross sells product and services and generates sales leads for other units to follow up on.
- Sending complaints by manual forms & using by CRM (Customer Relation Management) to solve & follow
complaints on system.
- investigate to resolve all cases related for the banking retail.
-Working with back office team (contacting with the customers & reply for mails from branches, collogues & other departments).
-Trainer: Refreshment Training about: (Bank product & Complaint handling).
-Handling Afternoon Shifts as a Shift Leader on Five Working days (Reporting with the Screen & Service Level,
Coordinate Floor, Managing agent's breaks, Answer Escalated Calls, Training New agents & Handling Shift incidents.
Employer Name: Barclays Bank.
Title: Tele Sales Rep.
7/2009 Till 5/2011
Achievements
- Excellent Performance for Q1 2012
Training/Sessions with Barclays:
- Flex Cube System (Using Flex cube's system for banking services (Personal accounts, loans & Time Deposits)
- Prime System (Working in Prime & Online system MSCC)
- Using CMS's system (Cards Management System) Debit Cards.
- CRM (Customer Relation Management) .
- Transact System
- Time management
- Communication Skills
- Compliance & Sanctions.
- Complaint Management.
- All Bank Products.