Customer Service Employee Relations

RESUME

MALCOLM ANDREWS

**, ********* ********** *****

Choolaimedu

Chennai – 600 094

Email : *******.********@*****.***

Mobile: +91-984*******

A dynamic professional with over 7 years of experience in the field of public relations, customer relationship management and human resources. Proficient in adapting to new procedures and dynamic business environments.

Career objective: To work as a professional in an organisation that offers opportunities for merit based advancement. To contribute maximum results to the growth and progress of a Company by utilising one's organisational and managerial skills.

Professional Synopsis:

Energetic, dependable, and solution-oriented with expertise in building long-term relationships with customers to win repetitive business.

Excellent communication; strong interpersonal and problem solving skills.

Broad office management; customer service experience.

Ability to interface with management and work well in a team environment.

Team player with emphasis on quality of work and continuous improvement; motivated self-starter with integrity and the ability to maintain required levels of confidentiality.

Effective language skills to negotiate deals and to provide presentations in a successful manner.

COMMUNICATION AND PEOPLE SKILLS

Consistently maintain a positive attitude and enjoy helping people.

Accurately record, remember, and verbally communicate detailed information.

Strong skills in time management, prioritising tasks, and meeting deadlines.

Exceptional command of the English language with strong written and transcription skills.

Cooperatively work with others to produce and deliver required work.

ACADEMIC QUALIFICATION

BACHELOR OF SCIENCE - VISUAL COMMUNICATION

University : Madras University

Institution : Loyola College, Chennai (2004-2007)

12th (HSC) : St. Joseph's Boys' Higher Secondary School, Coonoor

10th (HSC) : St. Joseph's Boys' Higher Secondary School, Coonoor

COMPUTER PROFICIENCY

Operating System: Windows XP, Windows Vista, Windows 7, 8 and 10.

WORK EXPERIENCE

Equiniti India Private Limited – Subject Matter Expert – 16th March 2015 – 19th July 2018

Promotion: Employee Relations Advisor

Promoted to an Employee Relations Advisor in September 2017.

Visited Crawley for a three month secondment to learn the role which comprised of multiple visits within the UK to attend ER related meetings.

Provide specialist ER advice to support line managers on both routine and complex ER issues within the agreed time frame, escalated from the People Services Advisors, HRBPs or as requested by the ER Manager.

To support HRBPs with restructure and TUPE transfer projects by being a point of contact, or project lead (in the case of smaller restructures or transfers), supporting with administration and ensuring any redundancy calculations and administration are carried out accurately before distribution.

To provide practical advice and guidance to line managers on how to manage complicated and serious ER issues and advising up to dismissal, within an acceptable level of business risk where necessary with approval from Head of People Services or HRBP.

To provide specialist advice relating to maternity, paternity, special leave, flexible working and long term sickness cases and to manage each case as required.

To advise line managers on meeting preparation and how meetings should be chaired and conducted, providing clear guidance support and documentation.

To undertake ER administrative activities required to support ER case management, ensuring invite and outcome letters are accurate, peer reviewed before distribution.

To refer or escalate any ER issues with serious business or legal risk to ER Managers or where appropriate, directly with HRBP or our external legal advisors.

Promotion: Subject Matter Expert

Chosen and promoted to a Subject Matter Expert in June 2016 for a pioneering voice process offshore transition (Investment Services – Share Dealing)

Visited the contact centre in Birmingham and underwent training with the pilot batch for the transition.

Conducted process and communication training for all batches offshore upon return.

Quality checked and marked calls for agents regularly; provided coaching and feedback.

Floor supervision and first point of contact for escalations and supervisor calls.

Worked closely with the team leader and managers to advice and make decisions.

Prepared daily reports on statistics and adherence.

Conducted daily debriefs for the team.

PeopleServices Associate and Contact Management Lead (HR Shared Services).

Part of the pilot batch and involved in the initial setup of the process.

Closely worked with onshore counterparts to lead and setup the contact management system and CRM tool.

Visited the contact centre in Birmingham to learn best practices and implemented those in the process.

Prepared training material and conducted training on business telephone, echat and email etiquette.

Handled day to day employee data administration and payroll enquiries along with escalations and complex cases.

BARCLAYS SHARED SERVICES (BARCLAYS BANK) - Process Advisor - December 06th 2010 -August 13th 2012

Process Advisor for HR Shared Services for Barclays Bank UK employees.

Services in Payroll and frontline HR for Barclays UK Employees.

Provided Employee services such as maintenance of staff file, logging maternity and paternity breaks, sickness and absences, amendments to salaries, working pattern, amending personal details, work and home address; pay slip queries; change of role and grade.)

Preparing reports on daily basis on the targets achieved.

Deliver new process update and process changes to the team lead.

NORWICH UNION DIRECT – (WNS) - Customer Service Advisor - April 23rd 2007-April 5th 2009

Job Profile:

Customer Service Advisor and Sales Advisor for Motor and Travel Insurance. (Frontline for UK customers to buy Travel and Motor Insurance.

Providing customer services for policy amendments such as vehicle change, destination change, cover change and personal details change for existing policy holders.)

Customer Service Advisor for Life Insurance. (Provided customer service for existing life insurance policy holders.

Amendments to policies such as personal details change; policy queries around surrendering and maturity value.)

Delivering assigned tasks with 100% accuracy thereby avoiding any generation of complaints from the customer

Offer correct and accurate information to every request of the customer and adhere with Compliance procedures.

Role taken as a trainer for new joiners to update regarding the process.

Functioned as ongoing team leader and trainer for the team.

AWARDS AND RECOGNITIONS

Awarded with Employee of the month for commitment to going above and beyond the call of duty on a regular basis.

Best Caller of the month on regular basis.

Best Employee in quality of service.

Chosen as Customer Service Champion by HR Director, HR Programme Director and MD.

Received end customer appreciations on a regular basis.

Icon Award for excellent customer service.

PERSONAL PROFILE

Name : Malcolm Andrews

Date of Birth : 20th April 1986

Sex : Male

Languages Known : English, Tamil and French (basic).

PASSPORT DETAILS

Passport Number : K8309264

Place of Issue : Chennai

Date of Issue : 9th April 2013

Valid Upto : 8th April 2023

EXTRA-CURRICULAR ACTIVITIES

Musician - guitars, photography, painting and designing.

DECLARATION

I hereby declare that all the above furnished details are true to the best of my knowledge and belief.

Date :

Place : Chennai

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