Jesha Thinavilayil

Intelenet (now taken over by Serco)
Job Title: Sr. Customer Account Manager for Barclaycard UK process
(MAR 2012 MAR 2013)
➢ Handling Credit Cards related queries and complaints for International Clients

Job Title: Assistant Manager - Business Systems Solutions
(FEB 2010 to JAN 2011)
➢ Acting as an interface between business units, technology teams and support teams.
➢ Understanding business process and requirements of the customers and translating them to specific software requirements.
➢ Making sure that the solution recommended is commercial yet competitive.
➢ Documenting and analyzing the required information and data.
➢ Understanding the technical designs as well as the specifications.
➢ Effectively communicating with internal teams and external clients to deliver functional requirements.
➢ Very strong technical skills and a deep understanding of customer's needs so that they can be transformed into operational requirements.

Projects - Internet Banking (JUNE 2009 till JAN 2010)
➢ OHGS - HSBC aim to have one universal system.
➢ PIBLite - Advance Internet Login Authentication along with enhancement.
➢ Targeted Campaign - Eligible Customer was offer Balance Transfer online with prompt to Accept, Decline or Remind Later.
➢ Insurance on Public Website Projects - HSBC customers were able to apply for Insurance products even without login to Secured Online account

Credit Card Product Services (OCT 2006 to MAY 2009)
➢ Managed a team of 15 Service Advisors.
➢ Monitored the team's service and sales performance on daily basis.
➢ Monitored Centre Service level
➢ Handled customer escalation and providing end resolution
➢ Recommended process changes.
➢ Developed a Balance Transfer Payment allocation calculator
➢ Part of two major contact center project (Launch of One HSBC and eChamps)

Achievements as an Assistant Manager
⋄ Team has achieved Service Quality Champ Title for couple of months.
⋄ Team has been under TOP 5 Teams for a couple of months.
⋄ Have also got acknowledged for my contribution in two major contact center projects.

Premier Team (JULY 2006 TO SEP 2006)
➢ Handling Premier customer queries and complaints
➢ Cross sold Insurance products, fixed deposits and other banking products.
➢ Acted as Sales Coordinator between the Sales Department and Personal Banking Department
➢ Acted as complain coordinator
 Liaised with departments for appropriate and timely resolution

Personal Banking (JUNE 2005 TO JUNE 2006)
 Handled Liability and Asset products queries and complaints.
 Coached and counseled slow starters/new joiner’s in the team
 Back up to supervisor
 Extensive co-ordination with departments across HSBC India to ensure complete & satisfactory resolutions.

Credit Cards (JUNE 2004 TO MAY 2005)
 Handled Credit Cards related queries and complaints
➢ Liaised with departments for appropriate and timely resolution