Preeti Khatwani

Work Experience

Total years of experience :10 years, 9 Months

Customer Service Representative at US Consulate Dubai - Gulf Bridge Sevices' and CSC Client

United Arab Emirates - Dubai
July 2013 to July 2015

 Document scrutiny to facilitate visa processing and interviews.
 Ensure wait time is kept minimal in case of special applicants whilst adhering to guidelines laid by the VISA section.
 Facilitate crowd security control by anticipating, monitoring and analyzing potential applicant line risks.
 Handle customer/applicant queries professionally and provide the right guidance every time.
 Facilitate all administration & logistics of visa processing and passport submission and delivery as and when assigned.
 Be spontaneous and promptly provide solutions while handling any complaints related to the process of appointments, visa and interviews.
 Staying alert towards the process flow and security of the applicants while they are waiting for interviews.
 Respond to any crowd control emergency and alert Mission guards as appropriate.
 Proactively checking on the applicants whenever in doubt that they have missed their number, queue or any of the steps in visa processing.
 Be a team player and ensure that the applicants are provided visa processing services without any delay.

EA to Director and Sales Coordinator at Gulf Computers LLC

United Arab Emirates - Abu Dhabi
March 2012 to March 2013

 Schedule meetings for outsourced consultants and clients with the Director
 Managing mails, calls and faxes for the Sales team and the Director.
 Reply to and formulate correspondence on behalf of the Director
 Handle enquiries including complaints from outsourced resources and clients.
 Tactfully deal with sensitive matters and maintain confidentiality for the Director’s office.
 Prepare Tender documentation on behalf of the Director including Collection of Tender, Acknowledgement on receipt, Interest to Bid, Company profile, coordinate for latest ISO, License, Chamber of Commerce Documents, Registration, analysis of the Form of Tender, Cover letter, Proposal and Quoting best prices, collection of profiles of sample resources and submission of Tender as per the deadline.
 Ensuring exchange of information between HR team and Sales Team.
 Arranging for receiving and forwarding Purchase Orders and assisting in the submission of invoices.
 Maintaining Consultant details for reference and inter department purposes.
 Coordinate along with HR and admin team for leaves, passport release, duty resumption, Bank loan forms, salary transfers/advance, salary certificates, NOC, Emirates ID, Security pass.
 Passing feedback from the interviewer as and when applicable.
 Formatting CVs, preparing presentation material and helping to close tenders.
 Coordinating with the client for understanding the requirement of resources.
 Follow up with the recruitment team on sending relevant profiles and assisting the Business Managers shortlist suitable candidates.
 Arrange interviews/confer calls between the client and the interviewee.
 Work along with HR and PRO for all joining formalities including VISA.
 Doing end to end coordination among various departments for joining of new consultant.
 Acting promptly on providing leave replacements and helping place consultants for assignments on short notices.
 Analyzing and coordinating between resources available on bench and expected requirements.
 Guiding the consultants for interview, deployment, completion, extension and other relevant queries regarding relocation.
 Interacting with bank personnel for account opening and overdraft services activation.
 Assisting in preparing extended contracts, original contract as and when required by the Business Manager.
 Preparing site deployment reports and site completion reports for leave replacements and beginning of assignments/ end of assignments.
 Ensuring smooth on boarding of consultants as well as Business Managers and conduct Induction.
 Assisting with Front Office and handle Reception couriers, calls, visitors.
 Coordinate with the Sales Team, PRO, Office Admin and HR for deployment of resources.
 Maintain Department Inventories and Records.

Personal Assistant to Centre Manager and Asst. Manager Support Services at HSBC Electronic Data Processing India

India
May 2007 to October 2011

 Reply to and formulate correspondence on behalf of the General/Senior Executive Manager
 Handle enquiries including complaints from internal and external customers
 Tactfully deal with sensitive matters and maintain confidentiality for the Senior Manager’s office
 Develop channels of communication with the customers to establish and help feedback mechanism
 Collate papers, agenda items and MI for meetings
 Maintain Department Inventories and Records
 Co-ordinate Travel and Accommodation requirements
 Organize and Plan Conferences and Offsite events
 Schedule meetings for entry level staff and Team leads and Leadership Surgery sessions
 Make Meeting Itineraries for Visitors/Senior Managers and Business Partners
 Maintain HSBC internal control standards
 Help the Human Resources (HR) team to generate employee feedback
 Plan and organize meetings for Shared Services and receive views and suggestions from staff on Facilities
 Drive and support Event management and assist Corporate Communications team

Customer Service Executive process expert, accredited call coach, MIS reporting at HSBC Electronic Data Processing India

India
April 2004 to May 2007

HSBC Insurance Services - Inbound Teleservices November 2005 - May 2007
Customer Service Executive process expert, accredited call coach, MIS reporting

Job Description:
As a member of complex process of HSBC Insurance Services - Retention we are required to use reselling and convincing skills to retain the Insurance on the customer’s card. As an accredited call coach the role involved identifying the coaching need for staff in the department and implementing plans that improve the standard of calls and service as required by HSBC norms. MIS reporting involves generating information for idle codes and tracking aspect report, updating Performance Tracker for the team and scheduling Shift Rota basis estimated volumes.

Job Profile:
The process requires extensive knowledge a variety of products that provide insurance on retail cards for customers from Best Buy, Bowflex, Nautilus, Comp USA, Furniture Row etc.

Responsibilities:
• Retain customers who call in for cancellation of insurance on cards.
• Be the point of contact for process related information for the team and regularly update and cascade updates from Business for any changes to product benefits
• Maintain the emergency communication tree, team binder, leave planners, shift rota, training schedule, and performance trackers for the department.
• Follow up on inter department correspondence to ensure no delay of returns to Centre wide collation of information.
• Handle supervisory calls and escalations from the customer and provide service solutions.
• Assist line manager in training the new hires during their Bull Pen/ ISD.
• Plan, organize, drive department events that help contribute to employee welfare, work-life balance and help with the raising funds for charities support by HSBC.
• As a call coach identify the training needs and quality of calls for each member in the process and chart a plan to improve performance.

HSBC Insurance Services - Verification April 2004 - November 2005
Customer Service Executive, Quality Assurance, Team Coordinator and Process Trainer

Job Description:
As a member of HSBC Insurance Services - Verification we as Quality Assurance are required to monitor where the quality of sales and escalate fraudulent sale of Insurance to the Business Area to prevent a potential lawsuit being filed by a misguided customer.

Job Profile:
The process requires extensive knowledge a variety of products and Insurance benefits that vary basis the age and eligibility of the customer at the time of enrolling for the product.

Responsibilities:
• Verify recorded calls of US Business Area agents calling in to enroll a customer for Insurance.
• Be the point of contact for process related information for the team and regularly update and cascade updates from Business for any changes to product benefits
• Deliver classroom training for the process as required by the Business Partner in US. Make presentations for Business, training on various products and refresher training.
• Guide new team members and help improve their verification skills to suit the process.