Sushant Sinha

• Handling Reservation enquiries from travel agencies all across the globe and clients
• Responsible for overseeing to original reservations and managing exchanges and refunds.
• Monitoring reservation schedule and cancellations and no-shows.
• Answering incoming calls and giving satisfactory replies to customer inquiries and complaints.

• Worked as a Virtual Relationship Manager
• Responsible for building effective relationship with clients to retain and developing sustainable relationships.
• Identifying the clients financial and other banking needs and offering products and services as per the need mostly foreign exchange requirements, investments and General Insurance.
• Working closely with other departments to ensure that customer instructions are executed correctly and in a timely manner.
• Improving customer experience by collating customer feedback, identifying areas to improve such as operational, administrative, processes and competitiveness of products and services
• Driving market leading standards for conduct and controls in line with bank values and expectations.
Responsible for training and development for the Emirati agents in RAK
•Responsible for Quality Monitoring for the entire RAK Site which includes agents from the transition queue and the ones who are already on the floor and provide feedback to improve customer experience.
•Have worked as a Team Leader in Ras Al Khaimah Contact Centre for Emiratis
•Have worked in the branch to support for KYC update along with regular branch activities
•Handling complex queries and complaints for Mashreq Credit Card customers and Bank Account Holders.
•Strategized the planning, design and execution of process improvement.
•Craft and disseminate a clear vision by aligning process to the company’s objectives and results.
•Conduct operational readiness assessments to provide an effective Sales and Service.
•Worked as a RCA (Root Cause Analysis) team to improve customer experience to reduce complaints and improvising Sales.
•Implementing framework throughout the process to achieve annual goals.
•Work with my team to devise best practices and continuous improvement of the process.
•Worked closely with my reporting head to improve service level and achieve sales targets.
•Assess process issues and identify solutions to meet productivity, quality and customer goals.
•Coordinate and collaborate with inter-departments to meet business objectives
•Responsible for change in overall existing tool functionality by providing thoughts to make it more worthy and streamline the process and improvise sales and customer experience.
•Coaching and mentoring the team for effective and efficient functioning of the process.
•Offer input and feedback on growth and development opportunities for team members.
•Extensively into the role of mentor for team development and execution of the targets.

• Handling complex queries and motor Claims for Direct Line Group Insurance (formerly Royal Bank of Scotland).
• Strategized the procedure of recovering claims from Third Party Insurance Companies.
• Conduct operational readiness assessments to provide an effective Claims along with Damage Fulfillment..
• Work with my team to devise best practices and continuous improvement of the process.
• Coordinate and collaborate with inter-departments to meet business objectives
• Coaching and mentoring the team for effective and efficient functioning of the process.
• Offer input and feedback on growth and development opportunities for team members.
• Extensively into the role of mentor for team development.
• Providing advice on making a claim and the processes involved;
• Processing new insurance claims notifications;
• Collecting accurate information and documents to proceed with a claim;
• Analysing a claim made by a policymaker;
• Guiding policyholders on how to proceed with the claim;
• Contacting trades people from a network of approved professionals and arranging for them to make repairs on the policyholder's property;
• Monitoring the progress of a claim;
• Investigating potentially fraudulent claims;
• Indentifying reasons why full payment may not be made;
Ensuring fair settlement of a valid claim;
• Building relationships with loss adjusters, forensic accountants and solicitors, as well as other legal/claims professionals;
• Ensuring the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines;
• Involvement in loss adjusting activities and in legal discussions relating to settlement;
• Seeking legal recovery of money paid out;
• Managing a team of claims handlers (at managerial level);
• Taking responsibility for productivity and profit;
• Adhering to legal requirements, industry regulations and customer quality standards set by the company.

Handling complex queries and complaints for Barclaycard customers.
•Strategized the planning, design and execution of process improvement.
•Craft and disseminate a clear vision by aligning process to the company’s objectives and results.
•Conduct operational readiness assessments to provide an effective Sales and Service.
•Worked as a RCA (Root Cause Analysis) team to improve customer experience to reduce complaints and improvising Sales.
•Implementing framework throughout the process to achieve annual goals.
•Work with my team to devise best practices and continuous improvement of the process.
•Worked closely with my reporting head to improve service level and achieve sales targets.
•Assess process issues and identify solutions to meet productivity, quality and customer goals.
•Coordinate and collaborate with inter-departments to meet business objectives
•Responsible for change in overall existing tool functionality by providing thoughts to make it more worthy and streamline the process and improvise sales and customer experience.
•Coaching and mentoring the team for effective and efficient functioning of the process.
•Offer input and feedback on growth and development opportunities for team members.
•Extensively into the role of mentor for team development and execution of the targets.
•Dealing with sales of Card Protection Plans (CPP) and Identity Protection Plans (IPP) and achieve the targets for each product.
•Handled the sales of all Barclays Insurance and Loan products.
•Acquiring business for Barclays through Balance Transfers from other cards.
•Promoted as a Customer Retention Specialist.

• Troubleshooting Home and Consumer Section of products, processing units and software support, inclusive of sales of Hardware Spare Parts and Peripherals.
• Handling the sales of Hardware and Software Warranties in accordance with type of Computers.
• Troubleshooting Semi-Tech issues of the computer and provide customer experience and resolution.
• Gather Customer information and determine the issues by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software issues.
• Redirecting problems to appropriate resource.

• Responsible for providing exceptional service to the customers from the start till the sale is finalized.
• Handling the sales inquiries of the clients
• Responsible for suggesting products as per the customer requirements.
• Gather Customer information and was responsible for an effective follow up to ensure that the sale is closed.
• Responsible for handling any queries/ complaints and suggestions from the clients and ensuring them to be resolved in a timely manner.
• Redirecting problems to appropriate resource.