Customer Services and Operations Analyst
Royal Bank of Scotland
Total years of experience :5 years, 3 Months
Consult with customers to resolve complaints and verify financial transactions.
Provided accurate and appropriate information in response to customer queries.
Provided pricing information to customers regarding specific products.
Preparing reports that include the degree of risk involved in extending credit or lending money.
Analyze credit data and financial statements to determine the degree of risk.
Ensured that end to end process is not compromised and that SLA’s are met.
Evaluate customer records and recommend payment plans based on earnings, saving data, payment history and purchase activity.
Maintained confidentiality of bank records and client information.
Consistently met and exceeded department expectations for productivity and accuracy levels.
Educated customers on the variety of banking and loan products available to them.
Worked with customer service manager to ensure proper customer service is being delivered.
Trained new employees on company customer service policies and service level standards.
Worked side by side with the onshore manager and off-shore manager.
Delivered prompt, accurate and excellent customer service.
Contacted new and existing customers to discuss how their need could be met with specific products and services.
Built customer confidence by actively listening to their concerns and giving appropriate feedback.
Implemented a consultative selling approach on all inbound and outbound calls.
Processing and verifying all kinds of transactions.
Accomplishments
Employee of the month for Mar 16, Dec 16, Feb 17, Aug 17, Dec 17, Feb 18, Apr 18 and Sep 18.
Received eight ovations for task completion.
Trained new team members.
Quality checker
Setting sales target for individual representatives as a whole.
Allocating areas to sales representatives.
Developing sales strategies and setting targets. Monitoring team’s performance and motivating them to reach targets.
Drive team through well devised reporting metrics to achieve visibility, penetration, sales and collection targets in the designated accounts.
Collect market information, competitor’s data, and analyze the same to devise sales plans.
Achieve monthly targets through well devised sales strategies
Work closely with customer service department to ensure customer satisfaction and problem resolution.
Proven record of developing and coaching high performance sales teams.
Collecting customer feedback and market research.
Reporting to the senior managers.
MBA in Marketing and HR
B.Com from Kashmir University