Service Delivery Executive
City and Guilds
Total years of experience :14 years, 5 Months
PRODUCT DEVELOPMENT
My primary objectives are mentioned below:
• To deliver end to end projects/processes updated to key stakeholders.
• Monitoring, maintaining and coordinating a range of activities to provide accurate management information.
• Escalate queries and issues in a timely manner through appropriate channels.
• Maintain and exceed service standards.
• Identify problems, track accordingly and take ownership where appropriate.
• Procedures in place are followed and process requirement as per business standards.
• Understand and make a proactive contribution towards maintaining and improving in-house documentation, policies and processes, in alignment with C&G company values.
• As required, be an active, outspoken part of cross-team collaboration initiatives helping drive continuous improvement and participate in processing request within the TAT.
• Manage time effectively to ensure tasks are actioned and resolved as quickly and efficiently as possible, including timely response to queries and timesheet.
• Maintain a positive and proactive working relationship with Onshore Team and provide fellow colleagues with help, support and cover, as required.
LENDING - MORTGAGES
Customer Retention: My primary objectives are mentioned below:
• This role required effective communication and writing skills.
• Handling customer escalations until resolution and retaining the customer.
• Cross selling services to the customers.
• Eye for details and analyze the account on the calls to give effective resolutions to the customers by liaising with venders and internal departments.
• It was a Multi-tasking role which was not limited to Retentions calls but also includes processing retention work cases, analyzing transactions and collecting payments.
• Training, mentoring and undertaking QC of new and existing team members.
• Flexible to travel to BCP sites on short notice for testing.
• Maintain consistency in accurately processing, validating, transactions and processing payments.
• Process improvement, Lean and Six Sigma.
• Able to work with minimal supervision and undertake work allocation to the team. Prepare weekly, monthly and yearly management reports and dashboard.
• Assist any adhoc work assigned from time to time.
• Satisfactory resolution of complaints within prescribed timelines would ensure customer satisfaction and have a positive impact on the business.
• Ensuring zero error in the communication with the customer would again lead to customer delight.
• Detailed analysis of the complaints and root cause would help making the required and desired changes in the process and work culture which would in turn help in the achievement of the Company’s goal.
• Co-ordinate & manage revert for Complaint resolution from all possible avenues with effective Customer communication and by handling escalations.
• Resolution of complaints within prescribed TATs/SLAs and close monitoring of the same.
Women Apparel store and Online store for women apparels like dress material, tops, kurtis, leggings, palazzo, etc...
Researching on latest women apparel based on trends and locating sellers spread across the state and negotiating on purchase terms.
Planning, implementing, and monitoring daily business operations.
Negotiated with vendors on pricing for essential business services, stationary, packaging material, stationary, etc...
Managed finances of the company by performing bookkeeping activities.
Conversing with customers through phone calls, emails, and personally, discussing their clothing interest and preferences to source material from wholesalers and deliver the apparel to the customers within the agreed time.
Sourced goods from different parts of the city by developing a strong network of manufacturers, distributors, and wholesalers.
Evaluated material received from wholesalers and manufacturers to determine the best possible selling price.
Negotiated on purchase prices with wholesalers to increase the profitability for business.
Researched competitors in the market selling the same type of goods and provided the best price to customers.
PAYMENTS & COMMERCIAL OPERATIONS DEPARTMENT
Systems Business Support and Central Charging Unit (i.e. Global Billing System):
• This is a Subject Matter Expert role to handle all premier corporate and commercial customers.
• Reconcile billing charges of Corporate and commercial banking customers within UK and to liaise with operations team/IT team in get the updated/modified on the billing system.
• Liaise with various departments for data to consolidated and reconciled quarterly, half yearly and yearly invoices for Major Clientele and business customers for their accounting and audit purposes.
• Regularly prepare and maintain management reports to share them on demand and present them to the management and stake holders.
• Conduct root cause analysis by liaise with customers, internal teams and the IT team to resolve customer’s billing complaints.
• Deliver Quality feedback to the operations team and IT team members where necessary share consolidated feedback and resolutions with the management.
• Handling customer escalations until resolution and retaining the customer.
• Train and mentor new hires prepare and maintain SOP, workflow, department’s leave tracker, performance reports and management information reports for the department.
• Eye for details and analyze the account on the calls to give effective resolutions to the customers by liaising with venders, internal departments and cross selling services to the customers.
• Migrate new processes or projects and undertake any adhoc tasks/responsibilities assigned by the management assigned by the management.
PAYMENTS & COMMERCIAL OPERATIONS DEPARTMENT
Money Transmission Pricing Operations and Help Desk:
Money Transmission Pricing is a product offered to the customers and the Pricing needs to be reviews every year by different hierarchies (i.e. Payments Solution Manager/Relationship Manager/Commercial Officer). Money Transmission Operations Team and Help Desk ensure through calls and emails requests received are processed in accordance to set guidelines. As Product Specialist, I was responsible for resolving MTP related product queries raised by Payment Solution Manager and Relationship Managers through emails and over the phone. I have also migrated MTP process to Kolkata as a trainer and ensured the process was BAU within the timelines agreed with the stakeholders.
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