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Training Customer

Location:
Whitefield, Karnataka, India
Posted:
June 22, 2019

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Resume:

KarabiRoy

Mobile:+919*********,824*******

E-mail:ac9n3s@r.postjobfree.com

LinkedIn:https://www.linkedin.com/in/karabi-roy-35168a1a Objective:

Proactive,self-motivatedanddedicatedprofessionalwith12+yearsofproven experienceworkinginsomeofthetopglobalgiantslikeErnstandYoung,JPMorgan Chase,HSBCandJetAirways.Lookingtoobtainamanagementpositionwithareputable organizationwheremypotentialswillbefullyutilized.

KeySkills

• Understandbusiness,organizationalandoperationalneeds.

• Determinethecustomerserviceprocedures,policiesandstandardsaspartof CustomerServiceExperience.

• Monitoringyourteam'sperformanceandmotivatingthemtoreachtargets.

• Establishing,maintainingandexpandingthecustomerbase.

• ProvideStatisticsreportandauditableinformationtrailtoSeniorManagement.

• Manage,TrackandCo-ordinatewithimplementationstakeholdersincludingCustomer RelationshipManagement,BusinessandDelivery.

• Manageandsupportteamswithgeographicallydispersedmembers.•Reportingto HeadofCustomerServicesandhighlightanyissues,risks,gapsIfany. EducationQualification

• BachelorinSciencefromAnandaMohanCollege,CalcuttaUniversityin2005.

• IndianCertificateofSecondaryEducationfromLoretoDaySchool,Dharamtala.

• DiplomainInternationalAirline&HotelManagementwithTravel&TourismandSabre, 2002–2004.

Awards&Achievements:

• RecognizedonFiveKeysRecognitiononExceedExpectationsbyJPMorgan&Chase.

• ReceivedThreeAwardsfrom HSBCforCrossSell/BestServicetoCustomerwith regardtorevenuegeneration

• AwardreceivedfromHSBCforServiceHeroofthemonth.

• CertificateofAccomplishmentforcompletingTheFraudHotlineTrainingProgram• CertificateofachievementforBestServiceChannelSalesinJanuary2009fromHSBC.

• CertificateofachievementforBestCrosssellreferralinJune2008fromHSBC.

• CertificateinCustomerServiceExcellencefromJetAirways.• Certificate in TelephoneEtiquetteTrainingfromJetAirways.

• CertificateinBasicAirportHandlingfromJetAirways.

• CertificateinInteractCheckinfromJetAirways.

EmploymentDetails

Aug’2018–Feb’2019withErnstandYoung,BangaloreasSeniorFinanceAnalyst

• ResolvingissuesrelatedtoARandAP.

• SupportingusersinFunctionalarea(SAPoriented).

• Assistwiththenewbusinessprocessandworkingwithfinanceandbusiness managers.

• MonthlyReporting.

• Daytodayfinancialreportingandanalysisforassignedfunctionalareas.

• Researchandresolvebusinessunit(s)inquiriesforassignedfunctionalareas.

• Bringinginprocessefficiencies.

• Ensuringreportdocumentationareupdatedonaregularbasis.•Active participation inculturalcommitteeoftheSDAandBillingprocess.

Mar’2015-Jul’2016withJPMorganChase,BengaluruasSpecialist-II

• Determinedcustomerneedsandprovidedappropriatesolutionsaspercustomer needsthroughrelationshipbuilding

• Resolvedconflictsandmanagecustomerexpectationsthrougheffectiveverbaland writtencommunicationwithbothexternalandinternalcustomers

• Documentcustomeraccountactivitiesthoroughlyandconcisely

• RegularManagementreporttoSeniorManagementontoweekly/monthlybasis.

• RegularConferencecallsandclientinteractionfacetofaceontoweekly/monthly basisincludingupdates.

• RegularbusinessperformancereviewwithClientbothinternalandexternal.

• Managingteam,includingdoingperformancereview,training,settingtargets,KPIsetc.

• Review,Tracked,MaintainedandHighlightthechangesinprojectplanandService DeliveryActions.

Sep’2011-Nov'2014withHSBC,VishakhapatnamasCustomerServiceExecutive

• WorkedinbothServiceandSalesQueuesensuringthebrandvalueofHSBCis maintainedandprovidingexceptionalCE(customerexperience)oneverycustomer likeBestBuy,FurnitureRow,Costco,HelzbergDiamondsetc.

• ExceededthePLA/KPIsforthevariousHSBCdepartment(Asperbusinessarea targets).KeyPLA:VOC(voiceofthecustomer);KPIsAHT(Averagehandletime), Scheduleadherence,averagequalityscoreandaveragewraptime.

• Broadeninganddeepeningrelationshipswiththecustomersbyidentifyingand meetingtheirfutureneeds;meetingandexceedingtargetsinserviceandsales, revisedannuallybythebusinessarea.

• Maintained HSBC internalcore standards and policy,making sure Customer informationissafe

• MeetingtherevenuetargetsfortheBA(businessarea)bymeetingtheexceeding salesgaptargetsofthedepartment.

• Participateinteam meetingsandactivities,promotesteam spiritandcohesiveness, andproactivelysharesbestpractices&supportsthecompany’sdiversityprograms.

• Acquiresandupdateknowledgeonproceduresrelatedtorelevantprocess.Ensuring transactionsareprocessedwithoutanyerrorstomitigateriskandopsloss.

• Managingteam,includingdoingperformancereview,training,settingtargets,KPIsetc.

• ResponsibleinrecruitingNewHirefortheProjects.

• Managingteam,includingdoingperformancereview,training,settingtargets,KPIsetc.

• Review,Tracked,MaintainedandHighlightthechangesinprojectplanandService DeliveryActions.

• RegularManagementreporttoSeniorManagementontoweekly/monthlybasis. Dec’2007-Aug’2011withHSBCBank,KolkataasCustomerRelationshipOfficer

• BranchOperations:Handledtheentirefrontofficeoperations&handleddeliverables, demanding,locker,accountopening.

• ComplaintsManagement:Thebranchcomplaintsweresuccessfullyhandled& closedwithcompleteresolutionwithintheTat.

• Customerservice:Handledtheentirewalkincustomer'sserviceissues&conducting customerdelightinitiativesinthebranch.

• Indepthknowledgeoftheentireretailbranchbankingoperationsaccountopening, remittances,Wealthmanagementservices.Ihaveensuredstrictadherencetothe compliance & process laid down bytheorganizationintermsofAntimony Laundering guideline,Surprise AuditChecks,Data Security &Branch control measures.

• Wealthmanagementservices:Knowledgeofprocessingofwealthmanagement documents&providingwealthservicessupporttothepremierchannel.

• Crosssell:Crosssellingallthevariousproductsofthebantotheexistingcustomer base.

GeneratingreferralsalesforallthethirdpartyproductslikeMutualFun& Insurance.Deepeningtheexistingrelationships&contributingtothegrowthof thebooksizeofthebranchandensureminimum attritionInitiatingdifferent promotionalactivitiesandcustomerdelighteventstoboostbusiness. Oct’2006-Nov’2007withJetAirwaysPvt.LtdasCustomerServiceAssistant

• ProvideaccurateAirlineticketpricequotationinaccordancewithitstariffstructure forclassofservice,destinationrouting,timeofyearandtheapplicationofmileage creditsfromfrequentflyerprogram.

• Rebookingpassengersintheeventofcancellationordelayedflights.

• Wasassignedtoco-ordinatesendingemailsandmailpackagestofrequentflyersand variousmultinationalcompaniesincludinginternationalhotelsandresorts.

• Observe work shift schedules, grooming standards and customer facing responsibilities.ExamineddocumentationIssuingboardingpassestotheguests

/travelers.ExplainedAirlinepoliciesregardingpurchases,cancellationsandtransfers. Inchargeforpreviousflightramphandling,screeningofbaggage'swhichinvolves physicalinspectionofbaggage’s,passengersneedingspecialcarewhileboardingand disembarking&friskingofpassengers.

• Officemanagingandcoordinationwithotherdepartments,documentation. PersonalDetails

•DateofBirth:12August1981

•LanguagesKnown:English,Hindi&Bengali



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