Customer Service Manager

Bosky Goel

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

Mobile: +*4(0)746-***-****

PERSONAL SUMMARY

I am adaptable, have a good understanding of commercial and business issues, a strong

technical background and excellent communication skills. This allows me to fulfil a variety of

different roles within project teams, and provide an effective interface between business and

technical functions.

Key Skills

Self-starter, attention to detail, able to manage individual responsibilities and also

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contribute successfully to team deliveries on complex, long term projects.

Full life cycle analysis and documentation, including Terms of Reference, Business

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Requirements, Functional Specifications and Implementation Plans.

Excellent verbal and written communication skills. Able to document and present the

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results of analysis clearly and concisely, using effective written reports and diagrams.

Facilitation of interactive workshops to gather requirements successfully.

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Effective management of stakeholder relationships at all levels of the business (both

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internally and with third party suppliers).

Project governance, including day-to-day management and resolution of risks, issues

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and dependencies.

WORK EXPERIENCE

Customer Relationship Manager in Barclaycards, UK

12/12 – Present This role involved gathering all relevant paperwork including credit

agreements for both monthly and front loaded policies, corresponding with customers both in

writing and over the telephone, carrying out a full investigation to enable the correct decision to

be reached, calculating any redress due using the appropriate refund and rebate calculator and

writing to the customer to inform them of our decision. Manage complaints process in line with

FSA & internal guidelines

Worked as Deputy Team leader & SME – key accountabilities include:

• Above role requires me to prioritize heavy demanding workloads to ensure the standards are

met to deliver outstanding customer service for all stakeholders either internal or external

• Review contact centre communications (e.g. Daily Bulletins, feedback from Team Leaders) to

identify issues and impacts that could be avoided or reduced; work with line manager to

progress solutions

• Identify opportunities for improvement and support implementation based on results and

findings of quality monitoring.

• Well managed in bespoke new projects and reached to final decision whilst keeping in mind

treating customer fairly

• Ensure all team members have proven ability to hit targets in relation to productivity and

quality, managed in performing redress calculations with writing bespoke letters of redress

• Has a very logical approach to work and can pick up systems and procedures very quickly

resulting in a high level of accuracy and output

• Coach and train new starters to ensure all standards are met to the FSA & Barclay’s

guidelines.

• Responsibility for developing, implementing, monitoring & reviewing controls and checks for

PPI payments

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PPI Complaint Administrator in Nationwide Building Society, UK

10/12-11/12

Responsible for ensuring all PPI Complaints are processed accurately and timely in line with the

established procedures and policies as well as providing input and coordination on a variety of

projects and improvement initiatives. liable for continuous improvement initiatives such as

developing One Best Way and Visual Management System to communicate daily figures, target

v/s achieved, and to predict trends to Senior Management. Some key accountability includes:

• Managed company and customer expectations to ensure error free dispatch of commercial

products

• Contributed to ad hoc projects across the business functions when required, including

business restructuring, change management, continuous improvement activities and various

service/quality enhancements

• Carrying out cradle to grave PPI complaint investigations into an agreed number of PPI

Complaints as per required quality levels

• Identifying key customer issues, gathering relevant information and arriving to the right

decision first time

• Implementation of cost effective measures to minimize overhead and improve productivity

with quality

Reason for leaving – Looking for a full-time position with more responsibility and great career

opportunity.

Data Processor in Novacroft, UK

09/12 – 10/12

This role was involving as a part of a busy team for processing, cleaning and then imputing data.

This includes:

• Ensuring report tables and listings accurately reflect data within a database.

• Entering data accurately onto computerized databases & excel spreadsheets.

• Ensuring documents meet required quality standards.

• Compiling, coding, categorizing, calculating, tabulating and auditing data.

• Reviewing validation output and performing specified manual checks on the data to ensure

consistency and completeness.

Reason for leaving – Job contract was for limited period only

Buying consultant in a service industry ‘Indrani Overseas’

06/04 – 12/10

Sourced textiles for the collection, including woven cut –and-sew knits, suede, prints,

embroidery & embellishments.

Evaluated new mills and print studios, followed-up with vendors for development, testing,

production, inspection and execution of shipments. Tracked consolidated shipments and

communicate changes.

Achievements:

• Recommended the implementation of line-in-process meetings to review issues regarding

fabrics, colors or specifications to better meet production deadlines.

• Sourced new vendors for organic garments, scarves and accessories, including sources that

offered products approximately 25% less expensively than existing vendors.

• Prepare time & action plan for all the orders to ensure that every part of the team including

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the buyers holds their end of the deal regularly and submitting samples and giving approvals on

time.

• Participated in the Fair ‘Heimtex 2007’ for business development and branding in Frankfurt,

Germany. Presented products and achieved sales that were subsequently shipped from India.

Reason for leaving – For higher studies in UK

EDUCATION AND QUALIFICATIONS

MBA, The University of Northampton, UK 01/11–

03/12

Core subject: Finance & Accounting, Strategic change & Lean management, People in

organization, HR.

PG Diploma in International Business 04/04 –

04/06

Symbiosis Center for Distance Learning, INDIA.

B.Tech in Textile Chemistry 05/00 –

05/04

The Technological Institute of Textile & Science, INDIA.

SKILLS

Technical skills

• Advanced MS PowerPoint, Advanced Ms Excel, Advanced MSWord, Outlook, Typing skills 60

wpm, excellent spelling and grammar skills and database management

• Knowledge of Banking policies and systems eg Triumph, Respond, Edostar, MS 2010 excel

etc

REFEREES

• Will be provided on request.

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