Trainer and Quality Analyst
METRO Services
Total years of experience :6 years, 9 Months
METRO Services, Pune From February 2012 till date
Trainer and Quality Analyst (Accounts Payable)
From February 2012 till May 2012
Was a part of the German Accounts payable team, dealing with invoices control activities like referencing and payment of bills to the supplier.
From June 2012 till June 2013
Was a part of the Spain and Portugal Transitions team wherein I got an opportunity to travel onshore and get trained and work with the counterparties. Also was responsible to train a group of 20 people offshore on the process transitioned and was solely responsible in stabilizing the process.
Key responsibility: • To acquire in depth knowledge from the sales lines and get firsthand experience of the working activities and practices followed onshore.
• Was responsible to make the process documentation and get it approved from the Process Delivery Head.
• To create rule books for the process in order to maintain standardization within the process according to the GPM.
• To train a group back in India on the end to end process knowledge that includes master data, recording of invoices, controlling of invoices, claims from suppliers, and maintenance of debit notes.
• Was responsible to get the teams accredited in the given process and make sure that she/he follows the documentation while he/she is processing
• Was solely responsible to conduct meeting between with ales line and report the daily activities including solving process issues and concerns.
• Was responsible to assist the manager to create daily and weekly repost for of team
From June 2013 till date
• Got promoted and a trainer and quality analyst.
• My job includes training new joinees and getting them accredited in the process.
• To perform quality audits for the Spain and Portugal team and report any errors detected to the management
• To create individually accuracy trackers and report them to the operations
• To be attentive to any discrepancies and limitations in the documentation and rule books and get it updated and changed according to the global process module
• To report any non-compliance within the organization
• To conduct meeting between the sales line and operations.
• Co-ordinate with sales line and deal with process changes and harmonize the same with all the other stake holders and cascade them accordingly via the documentation and knowledge management forum.
• Maintain the accreditation reports for the entire mace on collaboration room.
BNY Mellon, Pune September 2010 - February 2012
Operations executive (Capital Banking)
Dealing with clients confidential documents like subscription/redemption forms, tax forms, trust deed, articles of associations, signatory list and performing audit procedures of e-mail surveillance.
SLA - 24 hr. communication, 100 % quality, Compliance
Key responsibilities:
• Handling the role of compliance officer and surveyed/reviewed e-mails of BNY Mellon employees to ensure privacy and integrity of communication between the client and line of business by escalating discrepancies and non-compliance to policies thus avoiding any conflict of BNY Mellon policy
• Involved in Electronic Data Management systems that includes segregation of files and documents of clients collected in order to perform trade
• Helped with the reports daily and weekly performance assessments of team to be sent to client. As an executive, I have mentored my team for the new process of EDM.
Achieved 100 % quality and maintained SLA's before time
Mphasis an HP Company, Pune July 2007 - August 2010
Customer service executive (Retail Banking)
Dealing with day to day banking like, fund transfers, bill payments, foreign exchange transfer, merchant resolution, account information, visa transaction and statement disputes
SLA - CSS (Customer Service), AHT, Attrition, Short Calls
Key responsibilities:
• Customer service for a Canadian Bank Td Canada Trust (tele-banking activity)
• Worked in fast-paced and high volume environments
• Strictly compliance oriented process and extensive problem resolution responsibilities along with customer satisfaction as main priority
• Handled borrowing products and various commercial banking products
• Conducted day to day banking for the clients
• Sales that involved promotion of visas, line of credit, preapproved loans, overdraft, easy web registration
• Maintain and keep a check of Team Performance & their Stats. Help & coach them to achieve a better PIP and groom and develop their performance level.
• Helped in supporting accreditation batches and coached the new hires to get accredited
• Sales Topper in the team for consecutive three months
• Customer Appreciation with WOW calls and Sunshine calls.
• Well known for customer rapport building
• Highest quality achiever