Shafiq Ur Rahman

 Handling a team of 15 to 20 members for Sales, Marketing and Customer Service
 Negotiating with client for deal closure
 Validating daily task of each members and providing feedback for improvements
 Handling daily cash at the end of the day and submitting to finance on daily basis
 Handled 3 areas at the same time and achieved the target for the months

 Handling team of 21 members for Customer Retention, Email Support Desk and Back Office Provisioning
 Sending daily productivity reports to client
 Handling weekly presentation for project level and analyzing the gaps and action plan for improvements
 Coordinating with other departments for follow up on customer requests
 Handling manager level escalations raised from customer
 Handling the KPI’s for the team

Roles and Responsibilities:
 Worked for customer support team for KYC & FATCA.
 Cross verifying KYC documents & FATCA forms received from client.
 Doing the quality check for the KYC & FATCA Documents.
 Resolving the queries of customer over a calls and e-mails related to FATCA Documents.
 Preparing the productivity report & quality report of the team.
 Doing the quality check for the recorded calls.
 Preparing the team Daily reports, weekly reports & monthly reports.

Roles and Responsibilities:
Project 2:
 Worked with Deutsche Bank client KYC-FATCA Project.
 Doing the KYC check for the FATCA documentations.
 Cross verifying Tax forms and Self Certification of Entity or Individuals.
 Updating the FATCA Documents in Deutsche Bank Applications.
 Worked as a quality controller for the team.
 Preparing the quality presentation and highlighting the improvement areas.
 Updating the excel report after the documents updating in system and sending the report to managers and clients.

Project 1:
 Worked in the area of Thomson Reuters Financial and ESG research where we do analysis on the financial documents, Annual Reports, Corporate Social Responsibility Report, etc.
 Analyzing the demand and supply of customers in the field of products, Investments, etc.
 Tracking the KPI of Environmental and Social Parameter.
 Tracking the Payroll of Senior Executives and Directors.
 Calculating the shareholdings of Directors and Senior Executive Managements.
 Calculating the client’s satisfaction score and employee’s satisfaction score.
 Mentoring the team in research parameters.
 Handling the quality presentation for the project.
 Handling the team in the absence of manager.
 Maintaining a track record of companies’ research which are completed and work-in-progress.
 Preparing the quality presentation and highlighting the improvement areas.

Achievements:
 Service and Commitment award for completion of 3 Years in TCS in the month of July 2015.
 Star Performer Award for the best performance in the month of January 2015.
 Star Performer Award for the best performance in the month of September 2014.
 Spot Award for the best performance in the month of August 2014.
 Spot Award for the best performance in the month of July 2014.

My Roles and Responsibilities:
 Worked for the SunTrust Mortgage team where I used to cross verify the mortgage details in the two different applications.
 Reviewing the mortgage documents and doing the quality check on that.
 Updating the current status of the work to managers on daily basis.
 Providing the training for the new joiners for that Mortgage.
 Maintaining the Quality reports of the clients.

Achievements:
Spot Award for the best performance in the month of December 2011.