Assistant Accountant
Al Basma British School
Total years of experience :9 years, 6 Months
• Fee collection (Cash & Credit card Payments).
• Sending fee reminders.
• Making entries & reviewing daily Journal entries of account payables and account receivables etc.
• Reviewing Bank Reconciliation statement with General Ledger.
• Preparation Trial Balance, Profit & Loss A/c and Balance Sheet for MIS and for statutory Audit.
• Investigate possible cost saving areas.
Sales Function
•Performance Evaluation and Target Achievement: Ensuring that the performance target is met within the SLAs (service Level Agreement) defined by the Management.
•Providing overall direction and motivation to team of Telesales Agents selling Motor insurance, motor renewal, home insurance, health insurance, executing the policies, procedures and processes that support operations excellence, managing the day-to-day efforts of the team.
Team Handling
•Ensuring 100% compliance as defined by AIG in a zero tolerance environments.
•Planning contests & incentives in accordance to the target assigned.
•Resource Management: Includes maintaining the attrition figure blow 5% and retaining the workforce. Resource planning and development and making sure we have optimum resource handy to meet the daily run rate.
•Making MIS of the Team Performance which reflects the sales quality.
•Identify and Implement processes, systems and controls to improve the performance of the call center.
Analytical Responsibility
•Provide guidance to sales team in their creation of forecast, operational, financial, and statistical models.
•Recommend changes to existing policies, and processes that improve overall performance.
•Oversee the data requirements and suggesting dialer strategies to meet campaign targets.
HSBC Bank - (Contract based) \{July 2011 to Dec 2011\}
Customer Experience Officer
Key functions
• Managing complaints and identifying the root cause of the problem
• Assisting management in events for CMB UAE customer.
• Monitor customer complaint for quick resolution.
• Segregation of customer complaints under board product headings to improve service standards.
• Identify causes for service issues.
• Regular monitoring of complaints process.
• Provide regular MI from complaint handling process for UAE CMB.
• Monthly MI with action plan distributed to all stakeholders.
AMERICAN EXPRESS DUBAI \{May2008 to March 2009\}
Team Leader
Sales Functions
• Managing a team of Tele callers, Sales Executives and Promoters at Airport for Dubai Duty Free Credit cards.
• Maintaining the maximum productivity, best quality of cards.
• Making MIS of the Team Performance which reflects the sales quality.
• Managing "Sales Force.Com" system.
• Managing & working along with Promoters at Dubai Duty Free pavilion of airport.
HDFC BANK LTD \{April 2007 to 31 March 2008\}
Sales Manager
Sales Functions
• Managing a team of Tele caller for Selling Credit cards and personal loan.
• Cross-selling Life and Non- Life insurance.
• Maintaining the maximum productivity, best quality of Cards & Personal Loans.
Team Handling
• Managed a Team of 30 Tele Callers and 15 sales executives.
• Elimination / correction of discrepant applications at the primary stage resulting in cost save and better approval rates, further leading to a streamlined process flow, thus avoiding redundant and duplicate activities at the next level of processing
• Resource planning and development and making sure we have optimum resource handy to meet the daily run rate.
• Ensuring that the performance target is met within the SLAs (Service Level Agreement) defined by the Management.
• Providing overall direction and motivation to service team of Telesales Executives, executing the policies, procedures and processes that support operations excellence, managing the day-to-day efforts of the team.
• Making MIS of the Team Performance which reflect the sales quality.
• Responsible for vectors like Policy decline rate as a percentage of total applications decision, false promises and curing related issues. Have consistently performed well within the benchmarks defined for these deliverables.
UK LAND REAL ESTATE Pvt. LTD \{May 2006 to March 2007\}
Company Profile: - A Group Company of UK Land Investment International. The largest Land promoting company of UK operating into 09 other Countries.
Investment Relationship Manager
Sales Functions
• Offering diversifications to Indian HNI's in Real-Estate (Plots in London & Properties of Dubai)
• Developing & Maintaining Relationship with HNI's.
• Tracking the efficiency of Lead Sources e.g. Newspaper, Radio, Magazines & Internet Marketing., Web Leads, etc.
• Coordinating with U.K. & Dubai offices for arranging side visits of investors.
• Coordinating with Legal Team of India & U.K. for getting the legal documents.
ABN AMRO Bank N.V. \{May 2003 to April 2006\}
Company Profile: - M.N.C. Bank
Officer - Sales, Credit Cards & Personal Loans
Sales Functions
• Handling and supervising the team of Tele caller providing sales support to gold channel for gold cards and personal loan.
• Cross-selling insurance of Aviva life insurance through a team of tale callers.
• Maintaining the maximum productivity, best quality of cards.
• To train and motivate the subordinates to meet the assigned targets.
Team Handling
• Making the product sales kit and updating it regularly.
• Resource Management: Includes maintaining the attrition figure below 5% and retaining the workforce. Resource planning and development and making sure we have optimum resource handy to meet the daily run rate.
• Performance Evaluation and Target Achievement: Ensuring that the performance target is met within the SLAs (Service Level Agreement) defined by the Management.
• Providing overall direction and motivation to service team of Telesales Executives, executing the policies, procedures and processes that support operations excellence, managing the day-to-day efforts of the team.
• Responsibilities includes the direct day-to-day operations, management of the team to maximize sales, financial performance, coaching and developing my team, and ensuring all quality standards are met.
• Making MIS of the Team Performance which reflects the sales quality.
• MBA from IMT Ghaziabad in Marketing and HR. • Post Graduate Diploma in Public Relation & Advertising. • Post Graduate Diploma in Computer application. • M.Com from Ananamalai University 2002.