RETAIL SALES OFFICER
THE COMMERCIAL BANK OF QATAR
Total years of experience :12 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.
payments and controls expenses by receiving, processing, verifying, and reconciling invoices.
•Reconciles processed work by verifying entries and comparing system reports to balances.
•Charges expenses to accounts and cost centers by analyzing invoice.
•Pays vendors by monitoring discount opportunities, verifying federal id numbers, scheduling and preparing checks, and resolving purchase order, contract, invoice, or payment discrepancies and documentation.
•Ensures credit is received for outstanding memos.
•Maintains accounting ledgers by verifying and posting account transactions.
•Verifies vendor accounts by reconciling monthly statements and related transactions.
•Maintains historical records and filing documents.
•Send invoices to authorized approver to approve or reject. And submit invoices for payments.
Banking grievances received by Standard Chartered clients through E mails.
•providing complete range of services for smooth and complaint free functioning to customer’s issue related to accounts and cards.
•Ensuring end to end resolutions.
•Ensuring compliance with requirements under various acts governing banking regulations.
Sales revenue improvement 92% to 111%, EUCA improvement from 83% to 95%
. (
(
Applications: Minitab, Avaya CMS, CCMS, C1S, CEMS, open span, CRDB, CRM, Credit scoring, WMS