Team Coach & Customer Care Executive
HSBC
مجموع سنوات الخبرة :4 years, 1 أشهر
Period: August 2008 to till date
Organisation: HSBC (HDPI)
Process: Oman Payments
Current Designation: Payments Remitter
PROCESS INFORMATION:
Oman Remittances and Salaries: Remittances deals with Outward/Inward/PIB/Hexagon/Repair/Salaries.
1 Process deals with processing of manual payments (Instruction received by branch/NSC which are scanned on application called "GWIS".)
2 Channel payments (instructions interpreted on hub through PIB/HSBC Net)
3 Booking deal on Forex as per the currency
JOB PROFILE:
Processing manual /channel payments and delivered targets within learning curve.
Has been instrumental in Capacity planning and delegation of work so that all Service Level Agreements are met adhering to Quality Standards.
Respond to customer complaints and help to resolve the queries by thoroughly investigating the same and ensure that the same does not arise again.
Training new joiners and providing them with constructive feedback.
Reviewing and preparing the training guides and drafting the check list for the new trainees.
As a process specialist I am the single point of contact for any process related queries.
Ensured all priority and high value payments and mails are auctioned on time to avoid delays/customer complaints.
Single point of contact for handling business/escalated calls.
Coordinating with business area, branches for any queries raised related to processing.
Deputized in the absence of AMO and ensured that all PLA's are met.
Ensure that the team adheres to the audit requirement, including but not limited to Declaration of Secrecy, Data Protection Act, Premises Security, Money Laundering etc.
Prepare and collate pend reports (Outward/Channel/Salaries) and sharing the same with BA (NSC/Branch/RM) at the close of business.
Prepare EOD reports (No of volumes processed in each queue) and share the same with BA.
Period: Two years
Organization: Knoah Solutions Pvt ltd
Process: EarthLink ISP
Current Designation: Team Coach & Customer Care Executive
Job Profile:
• Handling Billing calls.
• Handling Saves and Cancellation calls
• Reviewing the performance of the agents based on the feedback form the Customer Survey Reports and providing suggestions for improvement in the • Team's performance in general and Agent's performance in particular.
• Preparing daily report of the Team
B' Com graduate from Osmania University, Hyderabad.
S.S.C form Wesley Boys School, Secunderabad KEY DELIVERABLES: • Enthusiastic self starter, who has eye for production, costs reduction, efficiency and ensure profitability. • Self motivated team player with demonstrated talent for deploying research and organizational skills towards analyzing, upgrading and streamlining complex processes for improvement opportunities. • Ability to take up additional responsibilities and effectively manage multiple tasks in a pressured environment. • Function as a versatile team player with ability to quickly assess, comprehend and manage new business scenarios, customer group and product group.
Intermediate (C.E.C) form Wesley Boy Junior College, Secunderabad