Management Customer

Reetika Verma

Contact No.: 098********, 852-***-**** E-Mail: ********@*****.***

Seeking challenging assignments in Banking Operations / Business Development / Relationship Management, Financial Research with an organisation of high potential

SYNOPSIS

A dynamic individual with more than 8 years of experience in Banking Operations, Credit Research Data Analyst and High level Customer Support & Customer relation management.

Skilled in conducting competitor analysis to study market trends / competitor moves thus achieve the goal, An ability to handle the pressures arising from having to meet deadlines and targets

Expert in developing and maintaining proper relationships with the customers; sort out operational and procedural issues with management, teams and customers.

Abilities in synergising operations to facilitate organizational growth, and strengthen organization culture through involved and motivated leadership.

Extensive knowledge of coordinating all of the entities involved in a supply chain/Possessing creative problem-solving and analytical skills, Performed general management duties and supervised day-to-day operations

CORE COMPETENCIES

Operations Quality Control Flexibility People Management Client Management Integrity and Ethics Problem Solving Process Management Consultancy

CAREER CONTOUR

Celebi Delhi Cargo Terminal Management India Pvt. Ltd.(IGI Airport) Since Nov.2012 to till date as Sr.Exec. (Operation Data Analyst/CRM)

Job Role

Preparing the MIS & various office related reports as asked by the management.

Responsible for conducting the Customer satisfaction survey with the various Airlines, monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.

Investigating and identifying their issue and problems and resolving the same in the given time.

Making the record of tonnage handled during the month from each airlines.

Skilled in conducting competitor analysis to study market trends / competitor moves thus achieve the market share.

Working closely with suppliers and customers to improve operations and reduce cost.

Following up with the Airlines for whether services offered to them are running smoothly.

Resourceful at maintaining relationships with clients(Airlines) to achieve good Cargo business and service norms by resolving their service related critical issues.

Partnering with Development Leads to identify opportunities for better collaboration and process improvements.

Building healthy business relations with major clients & ensuring maximum customer satisfaction.

Monitoring data management to keep accurate data, Manpower contract, SLA adherence.

Communicating needs & objectives to managers & key personnel in procurement, logistics & distribution.

Preparing MIS reports as per SLA with a view to apprise management of the process operations and assist in critical decision-making process.

BA Continuum Solutions Pvt. Ltd (Bank of America). : Since March 2008 to Nov. 2012

As Senior Associate, Credit Cards and Financial Research, Infospace, SEZ, Gurgaon

Job Role

Managed credit history of Bank of America Credit Card (CC) holders.

Assessed Credit line Report through Financial Research (Debt and Equity).

Maintained healthy relationship with Consumer cards and Business cards LOBs.

Acted as a HR, Transport and Fun Spoc for the team for the last 2 years

Monitored the delinquencies of CC holders through High level Phone support.

Monitored Quality and TAT for the team. .

Responsible for Work distribution.

Responsible for handling the team in the absence of Team Leader.

Ensuring Good Audit Rating and closure of TAT within timelines.

Managing and maintaining good relationship with LOB(Line of Business)

Taking training for the new hires and also preparing modules for the training.

Preparing Reports on MS-Excel for the Process.

Attainments:

Successfully helped the team in error reduction for enhancing efficiency and reduce customer impact.

Implemented Six Sigma, Fish bone and Pareto methodology to achieve greater reduction of errors and increase in productivity.

Accredited for maintaining a good rapport with LOBs and also for meeting the highest level quality of resolutions.

Team Development Coaching and mentoring the team to unleash their optimum potential.

IBM DAKSH From Dec’ 06 – March’ 08

As an Exe.Financial advisor in CITI BANK (US inbound calling)

Handling calls regarding new Account opening through net banking and over the phone.

Resolving any queries related to Debit card and Saving Account.

Placed the dispute on unauthorised transaction in Debit cards

Give need full information related to document verification for new account opening

Job Role

Handling all aspects of Customer care ; Handling Savings Accounts, Debit Credit, issue of Term Deposits, Cash & Check deposit Management .

Attending level 1 representative calls from State side.

TRAININGS ATTENDED

At BA Continuum Solutions Pvt. Ltd

Attended workshops on Presentation Skills, Six Sigma Basic, Essential Communications, Performing to Higher Standards, Spirit Within, Who Moved My Cheese and Problem Solving Skills.

ACADEMIA

1999 Diploma in web designing & development.

2001 Bachelor of humanities (Gen) from Delhi University

SKILLS

Always believe in team work.

Credit Research

Ability to lead a team and take initiative

Proficient in Microsoft Excel, Microsoft Word, PowerPoint.

Adaptable and self-motivated in a fast moving environment.

Positive Attitude

PERSONAL DOSSIER

Date of Birth : 20/05/1980

Martial Status : Married

Passport : Yes

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