consultant
genpact
Total years of experience :6 years, 5 Months
Taking care of aall vendor query on Morgan stanley research reports across the globe.
2. BARCLAYS SHARED SERVICES: NOIDA
From Jan 2010 to Sep 2011.
❒ Worked for Barclays Banks Credit Card (UK) Customers Resolution Team ( Level 1 complaints team)
❒ Taking Live Complaints calls on the floor and helping the customers in resolving their query.
❒ Doing quality and compliance checks on a call and passing the Feedback to the advisors and to their respective Team Leaders.
❒ Sending Daily complaints Data to the Higher Management.
❒ Giving feedback to advisors on their compliance failure and helping them in understanding the compliance guidelines.
❒ Dealing with Onshore complaints team regarding complaints.
❒ Initiating team huddles on a daily basis and sharing the daily updates.
3. PROCESS DEVELOPER - GENPACT INDIA: GURGAON
FROM JAN 2007 TO JAN 2010
❒ Initially Joined as a process Associate in January 2007.
❒ Got Promoted to a Process Developer in January 2008 Because of outstanding performance.
❒ Use to take Inbound Customer Service calls from Santander Banks Credit CardS (UK) Customer.
❒ Making sure that all compliance guidelines are met on each and every call.
❒ Was a part of the only 5 advisors on the Process in Gurgaon to take
❒ EDGE cards customer service calls.
❒ Was a part of Customer Complaints team
❒ Have played a Shadow team Leaders role on behalf of my Team Leader.
❒ Responsible for sending daily AHT (call handling time) Reports to the team and helping them in reducing their AHT by using good practices.
❒ Was responsible for maintaining leaves in the team
❒ Have been a part of the training team in helping them in trainings to the new Hires.
❒ Was a part of the Mock callers team and responsible for giving mock calls to Freshers to make them comfortable to take calls.
❒ Have been a part of Team Projects ( Reducing AHT, Customer complaints Process)
❒ Have been a Transport Spoc for the team (rostering team & arranging transport for them)
❒ Have been amongst the only 2 agents of the Gurgaon Site to Take Supervisor calls.
❒ Have been a floor walker for new hires and monitored their calls and given feedback.
❒ Have been a Part of Business Continuity Management Team of Santander Credit Card UK.
❒ Have visited different sites of Genpact for the BCM Test.
❒ Have taken inbound customer services calls from different sites of Genpact on the BCM test.
❒ Have done Id testing and system updation on different sites of Genpact for the Process as Part of BCM.
❒ Have been the sub incharge of the BCM testing for the process and use to lead a Team of 10-15 people.
ACHIVEMENTS AND RECOGNITIONS
❒ Awarded with Cause of Applause for the month of Oct '2012
❒ Won quarterly best AR team awards
❒ 10 on 10 score in net promoter score from clients for last year.
❒ Won many individual contribution awards.
❒ Have got the Award of Best Advisor of IHD in Barclaycard many times.
❒ Have been awarded with Star perfomer in the process.
❒ Have been awarded by CEO OF BACLAYS SHARED SERVICES for giving a Brilliant IDEA in the Process and Getting that implemented
❒ Awarded with 35000 cheers points for exceptional performance in Genpact.
❒ Awarded many times for quality & customer satisfaction.
❒ Client award for the best support person for consecutive 2 years.
❒ Awarded for the best ECVOC scorer.
Interpersonal Traits and Attitude
❒ Organisational and management skills
❒ Team Player with strong record of result-oriented leadership.
❒ Extensive experience in managing teams.
❒ Flexible and adaptable to evolving environment
❒ Ability to manage concurrent deadlines and multiple priorities
❒ Able to work with and maintain relations with staff and clients on all levels.
❒ Strong at conflict management and communication.
❒ Leadership skills by setting examples
BA Ranchi University, Jharkhand 2009
I.SC Ranchi University, Jharkhand 2005 Date: Md Danish Akhtar