Customer Manager
Sham-e-Lucknow Kebabi
Total years of experience :14 years, 5 Months
Reporting to Chief Manager
Dec 12 - September 16 New Delhi
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•Handled team of 29 customer care executives for Domestic credit cards.
•Was instrumental in tracking & monitoring credit frauds transactions and review activities of suspicion.
•Conducted investigations and resolved irregularities that were reported by premium customers.
•Released all important communication and documentation updates to entire contact center.
•Undertaken Performance appraisal processes for the team
•Training, mentoring and coaching were my forte in developing skills for excellence customer service.
•Handled 2nd level escalations and enquires from customers.
•Was responsible for call monitoring, evaluation and assessment of Audit reports.
•Employee grievance handling and setting motivational programs
•Team Leader Customer service/CRU,
Royal Bank of Scotland
Skills and competence
•Learning and Development
•Concerned about developing others, providing coaching, acting as a mentor, focus on training needs and development on a continuous basis through various engagement modules.
•Practice self-development.
•Functional knowledge and expertise
•Excellent Customer relations, Vision plus and Finacle application specialist.
•Communication
•Sharp and powerful oral and written communication skills with structured thought process. This has helped me build a good team at all organizations with low turnaround time
•Connect with all levels of customers - While maintaining my restaurant venture I have strong capabilities in interacting and maintaining good relations which helped me to retain my customers at all times.
•Leadership
•Demonstrated leadership at various occasion and has been awarded employer trust & awards for showcasing highest degree of performance.
•Was awarded with Best Manager trophy for 02 consecutive years
•Handed dispute resolution and employee grievance
•Ethical Behavior
•Consistently adhered to the code of ethical behavior in my profession
•Built a fair and equitable environment at every organization where employees want to internalize and demonstrate organization’s values and ethical behaviors