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تم إلغاء حظر المستخدم بنجاح
جيشا Thinavilayil, Sr. Customer Account Manager for Barclaycard UK

جيشا Thinavilayil

Sr. Customer Account Manager for Barclaycard UK·serco

الإمارات العربية المتحدة

بكالوريوس, Commerce

الخبرة العملية

مجموع سنوات الخبرة: 3 سنوات, 0 أشهر

Sr. Customer Account Manager for Barclaycard UK

مارس 2012 - مارس 2013

serco

مومباي، الهند

مارس 2012 - مارس 2013

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

مجال الشركة:
البنوك
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Assistant Manager - Business Systems Solutions

فبراير 2010 - يناير 2011

HTS (HSBC Technology and Services)

مومباي، الهند

فبراير 2010 - يناير 2011

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.

مجال الشركة:
البنوك
الدور الوظيفي:
تكنولوجيا المعلومات

Assistant Manager - Contact Center

يونيو 2009 - يناير 2010

HOPE (HSBC Operations and Processing Enterprises)

مومباي، الهند

يونيو 2009 - يناير 2010

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.

مجال الشركة:
البنوك
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Service Advisor - Contact Centre

يوليو 2006 - سبتمبر 2006

HOPE (HSBC Operations and Processing Enterprises)

مومباي، الهند

يوليو 2006 - سبتمبر 2006

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

مجال الشركة:
البنوك
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

Mumbai University

مايو 2003

مايو 2003

بكالوريوس، Commerce

الهند

➢ B.Com (Accounts) from Mumbai University, Maharashtra India. ➢ H.S.C Sree Narayana Guru College of Commerce, Maharashtra Board S.S.C ST.Anthony’s High School, Sakinaka Maharashtra Board

Skills

Banking Operations
Expert
Banking Operations
Expert
Bank Relationship
Expert
Bank Relationship
Expert
Customer Service
Expert
Customer Service
Expert
ACCOUNT MANAGER
Intermediate
ACCOUNT MANAGER
Intermediate
AND SALES
Expert
AND SALES
Expert
ASCP
Intermediate
ASCP
Intermediate
BANKING
Intermediate
BANKING
Intermediate
BASIS
Expert
BASIS
Expert
CLIENTS
Expert
CLIENTS
Expert
CUSTOMER ACCOUNT
Intermediate
CUSTOMER ACCOUNT
Intermediate
DOCUMENTING
Intermediate
DOCUMENTING
Intermediate
HTS
Intermediate
HTS
Intermediate
SALES
Expert
SALES
Expert
Banking Operations
Expert
Banking Operations
Expert
Bank Relationship
Expert
Bank Relationship
Expert
Customer Service
Expert
Customer Service
Expert

اللغات

الانجليزية

متمرّس

الهندية

متوسط

الملايام

متوسط