Customer Care Branch Manager

John P Mathew

Pathanamthitta, Kerala 756******* .Email: adgv0a@r.postjobfree.com

OBJECTIVE:

I would like to offer my candidature for a suitable position in your prestigious organization.

My career objective is to have the opportunity to fill a position that utilizes my experience and talents. I am confident that with my capabilities and the skills and knowledge gained through my career life, I can make a significant contribution to the organization I join.

Professional Profile

Proactive self-starter with track record of initiative, personal responsibility, ownership of work and reputation for removing obstacles and making things happen.

Strong leader who effectively motivates others and translates top-level strategic corporate initiatives.

Areas of Expertise

Call Center Management

Branch operation

Lead Generation

Training and Development

AML undertakings

Customer Satisfaction

Professional Experience

UAE Exchange LLC, Dubai.

An ISO 9001 : 2000 Company, is positioned as one of the leading Exchange Houses in the Middle East, primarily focusing on Money transfers and Money Exchange, and is apart of NMC Group

JOB DESCRIPTION:

Worked as Customer Service Support (Team Leader– Call Center) & Operational Officer in UAE Exchange Co from 04/11/2008 to 01/02/2014

JOB PROFILE AS A TEAM LEADER

Optimized team resources to improve productivity and service quality

Managed complaints and follow up cases within the process

Preparation of Call Center MIS reports (performance, service level..etc)

Reporting natural of call and staff performance to the direct manager.

Email handling

Making the Daily Reports for the customer care agent (incoming calls, outgoing calls and the

nature of the enquiry calls.

Handling all type off complaints (staffs complaint, branches related, and transaction complaints).

Generating leads from the incoming and out going calls and converting more than 60% of the same to a successful business.

Sending daily and monthly customer care centre performance details to the top management.

Call quality monitoring, idle time report making, call auditing and sharing the feed back with the agents.

Conducting monthly review meeting for all the agents

Maintaining a proper data for the entire escalated customer and continuously monitoring them after the escalations to retain for the future.

Conducting mystery shopping with the branches and preparing the reports

Current Job Profile

Currently working in Retail sales and service as a Branch Manager in one of the branches of UAE Exchange

Main responsibilities includes:-

1-Engaged in complete day to day branch operations

2-Setting daily target for the staffs

3-New client acquisitions ( Corporate and Individual)

4-Taking care of the HNI customers

5-Daily, Monthly and Yearly branch accounting activities.

6-Conducting training to the staff.

7-Conducting customer engaged activities in the branch

8-Cross selling of allied products to the customers

9-Monitoring the branch expenses daily and monthly and preparing the reports

10-Staff and individual performance updates and reporting to the higher management.

Other Activities:-

Processing different types of transactions like, Telegraphic Transfers, Xpress Money, Western Union, ABT etc.

Monitoring the branch accounts on a daily basis

Handling the WPS customers in the branches and assisting them to process the salary.

Handling the Corporate clients and processing their transactions including new corporate customer registration

Taking care of the HNI customers and assisting them.

Engaged in sales activities related to different kinds of products such as Go Cash Card, Smart pay tie up, NRE account opening, National bonds and FGB certificate issuance etc both in the branch as well as in camp area also

Assisting the lobby management.

Tallying the Cashiers in the branch and generating the reports

Processing cash funding activities when ever required.

Smart Pay- WPS pay roll solution

Assisting the customer for new company registration under WPS system and creating the SIF file for monthly salary and uploading the same in the system to generate the SIF reference number to deposit the salary

Previous Job Details

ICICI BANK Ltd

One of the largest private sector banks in India offers a various types of financial assistance to all types of Customers

o2005 to 2008 worked as an Operations Executive in Home Finance

Joined as an Operation Executive in ICICI HFC Ltd, a hundred percent Subsidiary of ICICI Bank Ltd at Chennai, Kochi and Kottayam

Education and Professional Development

Master of commerce (M Com) From Kerala University, India/Kerala (2001)

Bachelor of commerce (B Com) From Mahatma Gandhi University, India/Kerala (1999)

UAE Exchange Centre LLC TRAINING

H R policy

Quality management system.

Operation.

AML undertakings

Abilities & Skills

Team player.

Excellent knowledge in customer service.

Coordinate within internal department for necessary resolution.

Attend to customer enquiries \ feedback with appropriate resolutions.

Responsible for providing quality service for total customer satisfaction.

Comfort level to work in diverse environments.

Excellent to communicating with others in a friendly team work environment.

Ability to manage tasks on priority basis.

Excellent experience in handling reception desk and screening calls & emails.

Outstanding organizational skills.

Able to work under pressure.

Maintain office files, Type correspondence, reports and other documents.

Computer Skills

Microsoft office (Word, Power point, Excel, etc…).

Computer Accounting (Tally,EX Ngn, etc..)

Personal Details

Nationality Indian

Marital Status Married

Sex Male

Date of Birth 31-05-1978

Languages Known English, Hindi, Malayalam and Tamil

Contact this candidate