SUPPORT OFFICER
THE COMMERCIAL BANK OF QATAR
Total years of experience :10 years, 3 Months
Providing financial advice and processing personal for customers, validating the documents and preparing applications for processing the loan, contracting signing formalities, provide training for new joiners, Maintaining Daily Schedule MIS, listing to calls and providing feedback on quality improvement
Process : Personal loans in Retail banking
Achievements : Quarterly for 2018 and 2019, Half yearly and annual Retail achiever award 2020
Managing retail operation department - metrics like sales, Customer Service, Service Level, Attrition and recruitment, Unit Productivity (AHT, login hours, adherence) Quality, CSAT, NPS, RTF.
Has Shared BRD for deployment desktop Automation workflow using Open span tool, part of change management (people and process)
Team Size : 5 Team Leaders, Each Team Leader has 15-18 Executives and 2 SME.
Process : Banking and Credit cards.
Achievements : CSAT 70% to 8% | S2S Q1 90% to Q2 135% | EUCA Q1 88% - 97% in 2015.
Revenue generation for bank 92% - 111% COPC Certification (1.0- 4.0).
Projects : Financial Solutions 92% to 111%, EUCA 83%-94%
: COPC (Customer Operation Performance Center) People Management and Strategy Planning Scores Moved from 800 points to 2100 points during H2
Monitoring Customer support officers and their Score card metrics like Service Level, Attrition, Unit Productivity, Quality, CSAT, Revenue Generation (S2S),
Team Size : 18 officers with 2 Escalation officers.
Process : Banking and Credit cards.
Achievements : CSAT 85% | S2S 120% | EUCA 96%.
: Trained and implemented FLMDP (front line management development program)
Projects : Productivity 6.65 hrs -7.75 hrs,
: COPC (Customer Operation Performance Center) People Management and Strategy Planning Scores Moved from 800 points to 2100 points during H2 performance Audit.
Managing & controlling Dubai based customer’s portfolio. Managing a portfolio of 750 customers. The core area of business activity is Excel Banking, Priority & Preferred Banking. Dealing with the products like term deposits, auto loans, home loans, personnel loan, salary transfer loans, bank assurance products, casa, OD facility on their deposits.
Managing banking operations (credit card and banking products), providing complete range of services for smooth and complaint free functioning. Ensuring compliance with requirements under various acts governing banking regulations.
Joined Standard Chartered Bank on 11-june-2007as customer care Representative, Managing Banking grievances received by Standard Chartered clients through Emails/Letters. Ensuring end to end resolutions to customer’s issue.
Sales revenue improvement 92% to 111%, EUCA improvement from 83% to 95%
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Applications: Minitab, Avaya CMS, CCMS, C1S, CEMS, open span, CRDB, CRM, Credit scoring, WMS