Customer Support Executive
Meals on Wheels
Total years of experience :11 years, 6 Months
Attending customer enquiries & providing 100% prolific support. • Preparing Catering Menu & handling daily
S.O.P's related to operational activities • Managing basic office accountability for corporate vendors and
individual customers • Maintaining records of all proposals & their follow ups for Business Managers assistance •
Managing monthly expense sheet data support for events, parties & corporate seminars • Responsible for
handling the daily petty cash for general purchasing provided by Chairman's Office • Keeping a track record of
customer support & building a strong business relationship to keep the business flow extended • Supervising the
entire KPI's for various departments
Senior Customer Services Exec. At Alpha Industrial Services Llc
Attending customers daily services request • Receiving and resolving customer's queries. • Scheduling staff duties
on daily basis • Making of invoices for customers • Maintaining data of new and existing customers. • Receiving
daily cash from staff. • Maintaining petty cash • Reporting daily activities to CEO. • Co coordinating with all
departments and assigning duties
Managing daily administrative affairs for the entire Citi Group. • Providing detailed information about liabilities
and assets, in turn initiating sales. • To ensure that unit delivers TSF target of 80% on monthly basis. • To
conduct daily hurdles with the team to monitor weekly run rates and cross sell • To handle
Customer related correspondence. • To liaise with Operations / Marketing and Branch Managers. • Coordinating
with relationship managers for timely processing of Citi-Group customers' instructions. • Analyzing training needs
for team members, based on evaluations and general observations. Submissions of analysis to the training co-
coordinator and ensuring conduction of weekly in-house training sessions. •
Preparing self-tailored training manual & presentations for agents. • To identify and train effective back-ups.
• MIS coordination, maintenance and service providing to customers. • Supervising and maintaining MIS for
different products of the bank. • Maintained record of forms and sheets for audit purposes. • Performance
monitoring of tele-bankers through ACD Max. • On job training and development of tele-bankers. Also keeping them
updated with competitors and in house policy changes. • Coordinating with different departments for problem
resolutions. • Planning shift schedules, payroll calculations, bonus, incentives etc. • Administrative management of
citiphone banking, maintaining discipline and knowledge. • Certified master trainer for Citibank software system
SABRE SYSTEMATIC worldwide network for banking. • Performing ECF (Enhance Control Function) daily call backs for
critical transaction confirmation (Lost/Stolen, Banking Address Change & Cheque Book Request) • Compilation of
Daily MIS. • All processing & operational work related to branch banking like: TIDE Booking, TIDE encashment etc.
To monitor the courtesy, conciseness & accuracy standards of every individual of team. • To look-after the
corporate desk; assigned to provide exclusive customer service to premiere corporate clientele of Citi Group. • To
handle customer correspondence, related to service issues and complaints. • To ensure timely processing of
customers' instructions. • To resolve customers' complaints regarding limit enhancement, card replacements and
reversals etc. with highest priority. • Client management & assuring customer satisfaction. • Training on several
financial products: Insurance, Credit Cards, Loans, Banking Transactions etc. • Coordination with different Interbank
departments including Credit OPS, Cash Management Unit, Marketing & Sales for effective & timely customers'
complaints resolution.
Facilitate and coordinate all training programs in a timely and quality manner • Managed to increase Customer
Service at level from 85% to 95% • Provision of technical services for the department's internal problem • To give
feedback to the Center Manager about the performance of the CRO's and the unit in whole • Daily/weekly/monthly
basis and during the time of appraisals and promotions • To ensure that queries are resolved in the turnaround time
(TAT) • To give feedback on performance and ensure that inputs are used for development • Re-organizing Walk-In
Unit on Bi-Annually Tenor • Updating the database system online