Customer Service Training

RAGHU H

Contact: +91-988******* Email:

*****.***@*****.***

Professional Synopsis

High-energy, results-oriented professional with over 9.5+ years of

supervisory, sales, collections and customer service processes, MIS,

Analysis, Training, Process Re-engineering,Costing, Budgeting, Manpower

planning, Productivity measurement and Vendor Management.

Played a key role in the implementation of Collection Management

system(CMS).

Certified trainer with more than 5 years of experience in Training and

Development.

Academic profile

. 2001-2005-B.Tech - Information Technology

SRM Engineering College, Chennai (Anna University)

. 2005-B.A Psychology

Annamalai University-Distance Education..

. 2001-HSE, Velammal Matric Hr Sec School,Chennai

. 1997-1998-SSLC, K.S.V.S.S, Chennai

technical skills

ERP SAP CRM 7.0

Tools HTML, MS-Office

Languages C, C++

Operating System Windows XP, Windows 7

Certifications

. Masters Diploma in Training and Development from Indo Russian Academy

of Training and Development (A wing of ZEAL).

Experience

Trainer -Soft Skills and Civil Service Examination

Jan 2013 to Present

Responsibilities

. Trained IAS aspirants for Interview.

. Trained IAS aspirants on various subjects for Civil Service Examination

. Counseling the students to choose right optional subjects for mains

examination.

. Conducted Training programs for various educational institutions and

corporates based on the training needs.

. Trained the sales executives for various consumer durable products on

behavioral and sales skills.

. Design and development of training programs based on ADDIE model.

. Gap analysis for the organizations and develop training programs to

achieve the organizational goal.

. Types of training programs are as listed below.

- Inbound training

- Out bound training

- Theatrical way of training

- Activities based training

. The specialized training programs are as listed below.

- Personal branding and goal setting

- Stress management

- Work life balance and happy life

- Leadership and decision making

- Public speaking and effective communication

- Time management and self discipline

- Team Building and interpersonal conflict management

- Employability skills

- Creative thinking and problem solving

- Train the trainer.

- Sales skills

- Principled negotiation

Company : HDFC Bank Ltd;(Erstwhile Centurion Bank Of Punjab) August

2006 to Jan 2013

Designation : Manager-Retail Asset

Products : Secured & Unsecured

Responsibilities

. Managed secured collections and unsecured recovery for 18 products

. Efficiently manage the channel partners and collection associates

. Trained the telecallers on how to handle the collection calls.

. Training the channel partners on process to improve the collections and

quality of portfolio.

. Trained Collection associates on negotiation and various soft skills.

. Imparted training to the Collection team members (South) on the

Collection management system.

. Conducting frequent training programs for the feet on street on code of

conduct, Negotiation skills and collection terminologies.

. Frequent audits to reduce the fraudulent activities by channel partners

and collection associates

. MIS reporting to Senior Management on Classification of NPA, Calculating

provisional losses, GCL, NCL, Recovery, Loss on Sale, Operation losses,

Losses due to Waiver /Settlement & charges collected ) in (eCBOP Bank)

HDFC Bank Ltd.

. Team member in implementation of Collection Management software under

Centurion bank of Punjab

. Liaison with the Finance team on annual budget prepared for Cost &

Manpower allocation for TN Collection team

. Re-engineered various collection processes on adherence to compliance led

by the bank.

. Re-Engineered the NOC issuance process, same resulted in reducing

Customer complaints

. Developed the design of Automated settlement request process for the Bank

-product of Nucleus Software

. Analyzing the defects on sales and credit and highlighting the same to

improve the quality of sourcing.

. To maintain allocated PDD (Post Disbursal Documents)

. To manage repossession of vehicles and sale of the repossessed vehicles

with in the given time limit to reduce loss.

Role as a team member in CMS software implementation

. Understanding the requirement of the field time, support team &

supervisory level at all level.

. Understanding the vanilla product offered by the various IT companies

. Preparing the understanding Document for the IT team for every stage and

screen

. Preparing the structure of the data inflow along with the logic through

which the data would flow into the collection system from the main

various systems of the bank like core banking system & loan management

system.

. Liaising with the Vendor team to get the time line for delivery of the

product

. Post development of the product from the IT team verifying them &

highlighting the GAP if any to the IT team

. Continuously monitoring the system for proper function from the users

side & ensure that functioning of the system is as per the desired

requirement

. Knotting new requirement and raising them with the team to have the same

built in the system.

Company :ICICI Bank Ltd;

August 2005 to July 2006

Designation : Collections Manager

Product :Personal loan

Responsibilities

. Managed unsecured collections

. Handled 4 vendors with a portfolio size of 30 crores.

. Understanding the customer's issues and solving them coordinating with

operations and sales.

Job Achievements

. Promoted in Fast-Track at HDFC Bank Ltd based on leadership qualities,

strategic thinking, and astute relationship management skills.

Extra curricular and social activities

. Arichuvadi-NGO with 70 members helping the schools in remote areas of

\Tamil Nadu on basic amenities, books and uniforms.

. Theatre Y-Actor/Script writer for social awareness plays on Illiteracy

and child labor

. Got best photographer award from P.C.Sreeram (Leading cinematographer)

PERSONAL PROFILE

Date of Birth : 27th April 1984

Marital Status : Married

Nationality : Indian

Languages Known : English,Tamil and Hindi.

CONTACT DETAILS

Mailing Address : No 123,Pushpanjali Apartments,

No 1,Thirumangalam

Road,

Villivakkam,Chennai-

600049

.

(RAGHU H)

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