Priority Banking Officer
EMIRATES NBD
Total years of experience :18 years, 4 Months
working as Priority banking officer, reporting to Team Leader.
·Direct requests and unsolved issues to the designated resources.
·Ensure each Merchant authorization/cancellation/verification request received by telephone, fax, telex & bridge system from local, other franchises and other banks is handled in accurate and professional manner.
·Ensure immediate action for lost/stolen card notification. Ensuring the call is received properly & change the card status on the requisite systems.
·Ensure all authorization/call centre systems are performing well. Notify manager/ the concerned department for any system failure.
·Recognize, document and alert the manager of trends in customer calls. Recommend process improvements.
·Adhere to the roster and be flexible on shift duties including weekends.
·Identify training and coaching required for the existing Customer Service Representatives and provide orientation and training to new staff as required.
·Ensure best practice and review departmental process, identifying process improvements where necessary.
·Provide reports to the management within agreed time and assists in the evaluation and outputs/corrective actions where necessary.
·Ensure that the Banks high standards of customer service and satisfaction are provided at all times.
·Ensure that all documents related to calls are reviewed and updated ( Process flows, SOPs and SLAs).
·Ensure that the given empowerment matrix and escalation matrix are followed and maximized in terms of ensuring exemplary customer service.
•Worked as a Team Leaders, Managed a group of 16 peoples and provided customer support/ services to Postpaid Segment customers. Ensure that the contact center high standards of customer service and satisfaction are provided at all times.
• Primary responsibilities were to managed the team and ensure
that maximum customer satisfaction is being provided by all team members, Handle postpaid customer’s escalation and report to Floor Manager
• Facilitate and advice on training requirements for department staff with help of analysis of the current situation of customer service centers and provide the gap analysis study with recommendation plans
• Involve in arranging In-house Presentations, Quality trainings and events on both an individual and team level for Soft Skills and Siebel.
• Ensure system/solution is being maximized-identify further changes/ requirements.
•Ensure best practice and review departmental process, identifying process improvements for Customer Care Center and Call Center.
Serviced the following department
• Customer Care (Call Center) Department
• Support Department (Credit Note adjustment and Billing)
• Quality Assurance and Training Department
• Siebel Support Team
• Front End Customer Handling and Sales Management
•
Worked as a Training/Sales Manager for Red Hat Linux Product Lines
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• Primary responsibilities were to lead organize & manage the
organization and report to Director/CEO. Design marketing and sales
strategies for corporate & general audience, in-house training for
marketing and institutional team.
• Set Strategies of Marketing and sales Activities by analyzing and
research work on Daily, Weekly and Monthly Marketing Reports.
• Provided consultancy and given guidelines to business partner and
client about Red Hat Linux products.
• Involved in developing alliances for group of companies.
• Lead generation and exploring new avenues to achieve the company’s
target.
• Ensure that customers are fully satisfied every time they interact with
Open Tech