Tanveer Fatma Sayed

Address: **** ********* **** ** ****** Ohio 43016

Email: ad41tp@r.postjobfree.com; Mobile: 614-***-**** Seeking a top level managerial assignment with an organization of repute to add further business value

Executive Synopsis

• Diligent, result-oriented, and senior professional offering a lucrative and well round experience of 16 years in a wide spectrum of Customer Service operations with prestigious organizations.

• Currently spearheading efforts with JP Morgan Chase (Mumbai) as the Relief Team Manager

(Correspondence).

• Authoritative subject knowledge and versatile experience in providing superior customer service, proficiently training and mentoring new hires, offering process improvement ideas, and augmenting customer experiences.

• Comprehensive experience in managing teams, planning group performances, reporting on daily inventory, staffing and allocating work, imparting coaching to team, performing quality checks, and providing feedback to specialists.

• Established competence in improving team’s productivity, migrating processes, liaising with LOBs, ensuring adherence to schedules, and attending quality calibration calls.

• Proven expertise in project handling, solving customer queries, monitoring call queues, scheduling breaks, handling internal reports, providing aid to new agents, comprehending difficulties, and delegating authorities.

Professional Experience

Relief Team Manager (Correspondence), JP Morgan Chase, Mumbai Feb 2013 till Nov 2018.

Key Responsibilities:

• Managing a team of 17 members

• Devising and monitoring group performances on scorecard metrics.

• Generating Reports on daily inventory and performing staffing and allocation of daily chores to ensure attainment of SLA.

• Imparting consistent training to team members and overseeing routine operations.

• Handling liability for the quality performance of the team, and conducting quality checks to ensure meeting of CSAT.

• Ensuring adherence of correspondences presented to customers with laid down policies and supplying feedback on the same to specialists.

• Suggesting methods to enhance teams’ productivity and development of employees by sharing best practices across teams and cross – site partners to enhance customer experience.

• Migrating processes and providing aid to team in coming up the learning curve.

• Mediating with various LOBs and cross sites with a view of achieving process improvement.

• Ensuring compliance of team activities with schedule specified.

• Participating in quality calibration calls with cross sites and delivering information to the team. Projects Partaken:

Process Improvement – I had been pivotal in managing a project on Invalid IQNets, reducing bad demand inventory of correspondence department for invalid requests submitted by different LOBs to ensure attainment of CSAT and to provide first call resolution. The process comprises review of requests submitted and approving the same or coaching the advisors and supervisors on preset guidelines. I had been involved in extending ideas in automating the process and hence mitigate bad demand inventory.

• Deliver review findings to process owners for correction and assisting them with in the development of action plans to address significant control gaps.

• Develop and administer on-going exception based queries to test critical and sensitive transactions to ensure compliance with policies and procedures.

• Review failures caused due to system issues and raise to technology hence reducing redundant volumes and manual effort.

• Performing DSAT analysis on weekly basis, which included submitting DSAT reason for customer and accordingly provide coaching / feedback. Senior Team Member Customer Support Ops JP Morgan Chase, Mumbai February 2009 till February 2013

Key Responsibilities:

● Responsible or quality coachings or requests submitted by various customer service divisions across site.

● Work on achieving strict targets within prescribed SLA’s.

● Ensure optimum efficiency while adhering to set controls. Team Member Inbound Customer Service

October 2006 till February 2009

Key Responsibilities:

● Responsible or servicing Chase Credit card customers by phone with queries including payment details, dispute settlement, transaction processing which involved balance transfers, processing payments.

Ocwen Financial Solutions, Mumbai - Sept 2002 – Aug 2006 Career Progression:

Floor Lead [Aug 2004 to Aug 2006]

Customer Service Representative [Sept 2002 to Aug 2004] Key Responsibilities as Floor Lead:

• Monitored call queue and scheduled breaks and managed Intra-Day.

• Provided assistance to supervisors by issuing internal reports.

• Administered the OJT Batch by aiding new agents on calls, attending their problems, imparting necessary additional training, and executing daily reports.

• Allocated responsibilities to ensure completion of tasks by the groups within time. Projects Managed:

Quality – Fruitfully handled a project on Quality, to sustain consistency in the Quality measurement of the department and to maintain an error tracker. Provided necessary training to team members concerning recurring errors and assisted them come to climb the learning curve. Re-designed a complete training guide for the department, which drastically reduced the quality error rate. Previous Assignments

• Customer Service Representative, Industele Services Pvt Ltd, Mumbai, Feb 2002 – Sept 2002

• Admin Assistant & Customer Service Associate, Mark Joint Venture Impex Pvt Ltd, Mumbai, Jan 1998 – Feb 2002

Academic Credentials

• Bachelor of Arts from Bombay University - Year 2000 Trainings Attended

• Time Management

• Interpersonal Skills

• Leadership Acceleration Program

Date of Birth: 10th September 1979

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