Jenlin Caleja

Responsibilities:
- Increase merchant portfolio through offering QNB’s POS and e-Commerce products
- Responsible for day to day POS business operations such as management of chargebacks, refunds, POS installations and replacements.
- Streamlined and implemented processes which enabled a faster and effective response to merchant’s request, issues and inquiries.
- Implemented POS Income generating and cost saving schemes.
- Coordinated with other departments to ensure that the client’s needs are timely addressed.
- Create and ran strategic campaigns to increase acquiring volume and merchant base.

ACCOMPLISHMENTS

1. Developed and implemented a POS income generating scheme that contributes to roughly QAR2 Million earnings annually and growing.
2. Lowered POS Inactivity percentage from 26% to 12% by implementing a POS clean-up activity drive which helped the bank saved on POS maintenance fees yearly.

Responsibilities:

- Conducted business reviews to assure merchant profitability in the area
- Fostered good relationship with existing merchants
- Lead sign up of new merchant affiliations including MPOS and DCC
- Dealt with merchant concerns (i.e. Chargebacks) - In-charge of overlooking of the day to day operations of POS Business - Initiated Marketing tie ups to ensure merchant loyalty

ACCOMPLISHMENTS

1. Top Area over all Provincial Group for 2014, out of 9 Area groups. 2. Increased 2014 YTD Acquiring billings by 47% vs previous year and Acquiring Net Income billings by 186% vs previous year.

Responsibilities:

- Coached customer service teams
- Monitored over-all team performance - Resolved special handling concerns and increases team efficiency.
- Ensured that the team consistently delivers the needed performance.

ACCOMPLISHMENTS

1. Trained a total of 62 personnel from 2011 to 2012 and coach them to achieve their call targets. 2. Consistent number 1 team out of 4 teams in Buffer cluster for 1st and 2nd Quarter of 2012.

Responsibilities:
- Answered calls, provide and process information in response to client’s inquiries, concerns and request about the banks products and services.
- Processes transactions on credit cards, deposits, loans and other bank products.

ACCOMPLISHMENT

1. Addressed an average of 100 calls per day vs target calls of 75.
2. Consistently exceeded monthly call targets by 130% for 3 consecutive years.
3. Awarded highest grade in Quality Monitoring for 3 consecutive years