Operation Specialist
BMW Finance UAE Limited
Total years of experience :7 years, 9 Months
I had the pleasure of joining the company since the launch which helped me multi-fold my learning. I have managed the vendor selection process to ensure the best value and cost efficiency required for the newly set-up office. I assisted in the entire office set-up with the focus on Operations. I have successfully headed the system testing and Go-live procedures for our core business IT solution. I was involved in training and mentoring the new employees in the Operations along with designing and maintaining operational procedures. My strength in inter-department and intra-department co-ordination helped me achieve the best solution for our customers while handling the day-to-day operational tasks.
This is the financial services arm of the BMW Group. I joined the company 2-3 months after their launch in the Indian market. My role was to establish the customer service department along with handling its activities. This involved setting up requirements for the IT solution dealing with the customer service, designing customer templates and operational procedures to handle them. As the time came to grow the team, I trained them for both corporate guidelines and operational procedures. I have also multi-tasked collection services until the collection department was set up. Before leaving the organization, I also assisted them in setting up the joint-call center which would assist both vehicle sales and financial services customer base.
Successfully managing both the individual and corporate client queries regarding their credit cards, I was awarded with several performance awards leading to 3 promotions in a span of 18 months. I also trained and mentored weak performing team-members improving their scores and ensuring their employability in the company. I was also chosen for the new specialized team handling the Australian customer service.
I was working for a Joint venture between the largest banking and financial services of India - State Bank of India and French Multi-national bank - BNP Paribas. I was managing the post policy servicing for Insurance customers based in Madhya Pradesh, the central state in India. Successfully managing both rural and urban customers, I also suggested efficient customer handling to the team.
This was my first professional exposure involved in an outsourcing firm. I was working to provide the highest quality customer service to the customers having trouble with their internet connectivity in US. Despite being the first job, I was awarded for the highest call quality and for the best customer service provided.
Degree - Master of Business Administration