Customer Service Management

Chandana.T

No *-***, Sai nagar, Old Hafeezpet, Hyderabad,india 500049

Contact: +91-958*******; Email: acr8rm@r.postjobfree.com

BUSINESS ANALYSIS / PROCESS MANAGEMENT / CREDIT & RISK MANAGEMENT PROFESSIONAL

In quest of a challenging position in an eminent organization that offers me generous opportunities to explore & outshine while accomplishing personal as well as organizational goals with expertise in:

Leadership Abilities Business Analysis Client Relationship Management Team Management Process Efficiency Quality Analysis Operations Relationship Management Training Strong interpersonal skills

Competent, diligent and result oriented Commerce graduate professional offering over 11 years of experience in Business Operations (Banking), Process Analysis, MIS, Collections, Risk & Financial Management for UAE Personal Loans, Team Management. Proactive professional equipped with thorough knowledge and technical understanding in conjunction with demonstrated capabilities in managing process verticals implementing process improvements for desired performance levels.

Leadership in assessing client needs, strategically positioning programs aligned with customer & market needs/ projections. Possess good understanding of the business processes being addressed. Adroit in implementing service strategies according to the set targets and actively involved in controlling service deliverable as per given SLAs & TAT, possess experience pertaining to Business Analysis, Data Analysis, Marketing Research & Analysis and maintaining client relationships.

Excellent planner with proven abilities in accelerating growth and generating customer loyalty levels while managing process verticals with strong background in implementing process improvements and quality initiatives for desired performance levels.

Forte Includes:

Proficiency in handling end-to-end process management effectively highlighted the key areas of Risk & financial Improvement to business and options to the management.

Managing portfolio and Credit collections.

Handling Credit/Risk management (Analyzing the sourced clients), Finding out the issue related on the portfolio.

Identifying employer related issue and suggesting to delist/Listing the employer/segment; handling Fraud Management.

Strong data management skill & analysing portfolio in terms of all segments.

Process, Product Analysis & Improvement Monitoring the overall functioning of process and product of the team, identifying improvement areas and implementing adequate measures and new strategies to maximize business revenue. Interfacing and coordinating with quality team and managers to ensure operational efficiency.

CAREER GLIMPSE

Worked as a Tele Caller in Optimus Global Services, Chennai from October 2009 to till June 2010

Worked as executive collections in scope international Ltd from June 2010 to Dec 2010

Worked as Service Associate in Sutherland Global Services from July 2011 to May 31 2012

Worked as Customer Service Executive in Sterling Holiday Resorts India Ltd from June 2012 to May 1st 2013

SCOPE INTERNATIONAL PVT LTD, CHENNAI since June’2010

Officer- Credit Card & personal loan Collection

Tele collector, Risk/Financial Management, Process Analysis for Credit Card & personal loan Collection for Standard Chartered Bank, UAE

Accountable for managing a profit center by assuring the collection of the revenue generated. Reducing the bad debt provision month on month.

Involved in requirement gathering, system study & analysis, feasibility analysis and documenting business requirements across business areas for process modeling for introduction of new business processes and optimization for existing business processes.

Responsible for analyzing the business needs to help identify process and business problems. Understand business problems & opportunities in the context of the requirements & recommend solutions that enable the organization to achieve its goals.

Interact with the management, team, and associates to facilitate smooth communication to understand and analyze the requirement and also to identify appropriate solutions for problems, if any.

Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries and resolving their issues, ensuring minimum TAT and quality service.

Ensuring meeting of team and individual targets while adhering to Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s) with the help of dashboards and daily agenda.

Analyzing pre due date collections and implementing strategy to improve the same.

Reviewing the touch points available to the customers and establishing the same as and when required.

Managing Risk portfolio in major bucket and achieving resolution month on month. (Bucket 1-5)

Efficiently and accurately input data using the exception alpha-numeric keyboarding skills.

Involved in calculation and preparation on collection Reports on vintage bases of Portfolio. Preparation of account level Tele calling status for Cards to analysis any spike in numbers.

Drive towards VOC to prove the best in Customer Service.

Maintaining Dialer reports to analysis the portfolio, account level information, Agent Wrap, Make call, Not Ready, Idle, Active and Inactive time, Talk Time, Abadent time etc.

Adherence of all Process Compliance and Audit with complete integrity.

Monitoring Resolution Quality by sample audit checks. Attained reduction of Complaints month on month.

Determining training needs through quality checks, identifying process gaps & conducting training programs to enhance operational efficiency of the entire team.

Planning the process effectively with overall responsibility for maintaining various process metrics and strictly adhering to the compliance procedures at all times.

Assuring that appropriate processes are maintained and identifying weak areas to improve process and providing suggestions regarding improvement of processes.

Ensuring highest standard of customer satisfaction and quality service; developing new policies and procedures to improve based on customer feedback and resolving customer queries via correspondence & email channels.

Mentoring new entrants to the team and supervising the team and supporting them to troubleshoot issues and manage escalations appropriately.

Delivering on the responsibility of Managing other teams during holidays/block leave of respective Supervisor

Accountable for handling Satisfactory Audit, Regulatory Compliance, KCSA, Ops Risk rating, driving Innovation & Change.

Involved in reinforcing the Brand-Customer Experience, also constantly focus on improvement on teams Quality scores.

Conducting D1r training, Class room training, Call calibration, Process training, Product training.

Accountable for managing Call center management for more than 25 employees, performing CAP plan & Rostering.

Attainments

Successfully managed the Business Operation & MIS for UAE collections and Process Analysis for cards.

Achieving Monthly targets on Financials – SOC, Month end Risk, Normalization, Roll Back, Net Flows, Product of Flows

Deftly handled Team KPI's-Call, Contacts, PTP, KP#, KP$ collected to continuously improve (3%-5% improvement to be shown in above metrics).

Continuously improve achievement on Normalization, Stabilization & Forward flows in each of the BKT/Products assigned – Metrics to be consistent or show improvement of min 3%.

Ensured the Team adheres to Dialer metrics

Credentials of being awarded with Business excellence Q2-2009 for attaining the best numbers in the books of SCB on the front end UAE portfolio.

Certified for the consistency maintained in front end; 2010

Received the best Collector Award for MID RANGE & HARD CORE during monthly reward & recognitions programs.

Accredited for showing consistency in hard core awarded by country head in 2013 YTD.

Awarded best in H1 2013 for consistent reduction in Flow to higher Bkts, in H1 2014 for attaining the best numbers in the books of SCB on the 30+ delq in UAE portfolio.

Awarded best highest Q12 score across GCC & GSSC (Team Engagement).

Optimus Global Services

Mar’07-Mar‘10

Financial Services as Debt Management Associate for Two Wheeler Loans, ICICI BANK

Responsible for initiating legal proceedings (installment defaulters).

Ensured customer satisfaction by resolving queries in time and control the involuntary churn.

Accomplished responsibility for stabilizing new processes for smooth operations and taking process improvement initiatives to achieve maximum efficiency in various operations.

Responsible for achieving SLA’s and KPI’s in terms of Quality/Productivity/Escalations/Transfers; Reporting SLA's, analysis on deliverables such as the Turn Around Time, Customer Satisfaction etc. as agreed with the client.

Established and reviewed Standard Operating Procedures in order to provide clear guidelines for staff and allowing initiative wherever circumstances dictate.

Demonstrated capabilities in managing client relationships; possesses natural flair for building relations, customer service and achieving optimum level of customer satisfaction.

Established and used service level and response time objectives while planning and managing the service-level quality using the real-time management skills.

Collaborated with the team members and senior management to maintain a continuous stream of information regarding the project status and progress.

Analyzed pre due date collections and implementing strategies to improve the same.

Efficiently managed Collection Agencies, Receipt Book Auditing, Agency Recruitment & Training and processing Agency Claims within SLA.

Handled adherence of all Process Compliances and Audit with complete integrity.

Attainments

Credentials of achieving best performer award for 2008.

Successfully handled Complaints in pre write off accounts across Chennai.

Certifications

Interviewing skill Great Manager Program Operational Risk How to build a winning team Customer chatter (Here for good) interviewing skill

Date of Birth: 19th Nov 1985

Linguistic Abilities: Hindi, Telugu, Urdu, English & Tamil

References: Available on Request

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