Customer Service Office
Resume:
ALI HOSSAIN
Kolkata - 700019
**********@*****.**
Career Objective
Looking forward to a challenging role where my potential is utilized to the
maximum, where I can apply my present knowledge and skills to deliver
outstanding organizational results and also achieve personal development
and growth in the process.
Profile Statement
A self-motivated and enthusiastic Customer Service Executive with over 7
years' rich experience in the Customer Service industry. I am recognized as
a multi-talented person with good people management skills and as a person
who can deliver under pressure.
Current Work Experience
Organization - HSBC (Hdpi)
Designation - Customer Service Executive
Department - Collections Back Office Data
Duration - 11th December, 2006 - till date
Job Profile
. Handling Power of Attorney of customers.
. Initial point of contact for dispute and fraud cases.
. Overseeing settlement cases.
. Investigating wrongly posted or misplaced payment issues.
. Checking deceased customers probate issues and filing claim forms.
. Handling legal documents from court.
. Reviewing correspondences from attorneys representing customers and
fulfilling their requests.
. Adhering to compliance policies.
. Making decisions, identifying and resolving complex issues on a day to
day basis
. Ensuring that any issues or problems are fully analyzed and resolved
or escalated. Appropriate action is taken to prevent recurrence.
. Adherence to audit and compliance requirements, as communicated by
relevant department/line management.
Previous Work Experience
Organization -VISHNU SOLUTIONS
Designation - Campaign Coordinator
Department - Inbound Customer Service for DISH TV
Duration -18th July 2005 till 10th October 2006
Job Profile
. Handling inbound calls and resolving US DISH TV customer queries and
concerns.
. Following the guidelines set and making sure all quality parameters
are consistently met.
. Maintaining customer satisfaction at the highest possible level.
. Handling irate customers and retaining them.
Achievements
. Delivered training to new recruits/inter department transfers as and
when required.
. The only person in Collections Back Office Data to be cross trained in
all the queues.
. Awarded Certificate of Appreciation in Collections Back Office Data
for training 18 people in the department over a period of 6 months and
making sure all trainee issues and concerns are handled appropriately
and resolved in the best possible way till the time they are not
declared Business as Usual.
Educational Qualification
Course Institute Division
Higher Secondary St. Anthony's School 1st
(West Bengal Board)
Secondary St. Anthony's School 1st
(NIOS Board)
Computer Proficiency
Knowledge of Windows XP and MS Office.
Personal Details
Date of Birth 10th May, 1989 Height: 173
cms
Marital Status: Single
Weight: 65kgs
Languages known: English, Hindi, Bengali and Urdu.
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