Customer Care Back Office
Resume:
Kevin Dias
H/No: *** Casa L Salvador
Pello Vaddo Ucassaim
Bardez Goa 403057
India
**********@*****.*** live: d5e985bc3f3be1ed
Professional Summary
Highly efficient and diligent administrative office professional with years of experience in management. Capable leader with excellent skills in delegating responsibilities to others and supervising and evaluating for effective task completion. Enthusiasm for delivering excellent service to customers Commitment to upholding company policies and procedures when working with staff members and motivating team. Strong organizational skills and excellent attention to detail when dealing with paperwork.
KEY SKILLS AND COMPETENCIES
Building and maintaining strong and effective relationships with employees and customers.
Experience & knowledge of Microsoft Office, MS Word, PowerPoint, Excel and Outlook.
Ability to conduct trainings in an effective and efficient manner.
In-depth knowledge of the BFSI sector, US Retirement Services, 401K Plan, Auto Skip Trace and repossession procedures.
Able to work independently and efficiently meet deadlines.
Departmental Workforce Management – Team Resource Scheduling & HR Related Activities
Excellent communication skills, both written and verbal.
Achieving targets in a dynamic and complex business environment. AREAS OF EXPERTISE
Performance Management
Recruitment & Training
Work Force Management
Team Management
Leave Management System
Coaching and Mentoring
Data security and Email Writing
PROFESSIONAL TRACK RECORD
Organization: Open Destinations Infotech Pvt Ltd.
Total Duration: June 2017 – till date
Designation: Support Facilitator (Work Force Management) Role:
• Roster scheduling for 2 departments. Work force strength of 80 resources.
• Weekly Resource Report – To display resource roster schedule, resources serving notice, attrite resources and shift forecasting.
• Shift Allowances prepared on a monthly basis.
• Maintaining reports on Absenteeism, Attrition, New Hires, Team allocations, ID deactivation & Leave management.
• Daily Time Schedule reporting sent to department heads (Login – Logout Report)
• Handling the entire Transport Management system (Routing & scheduling as per shift, defaulter list, external cab management, Petrol card recharges etc.)
• Weekly Time Utilization Report – Sent to department Heads
• Daily roster updates – Absenteeism related
• Overlooking team management by attending skip level meetings
• Auditing team one on one sessions and updating RAG tracker – Attrition related. Organization: Reliance Jio Infocomm Ltd
Total Duration: September 2016 – January 2017
Designation: Team Leader Back Office Operations.
Role:
• Managing a team of 16 advisors for an Email Process.
• Daily email monitoring, briefing sessions and report sharing.
• To maintain monthly scorecards and conduct one on one sessions with advisors.
• Daily email reading sessions with the Operation, Quality and Training Dept.
• Handling all parameters such as Daily Productivity, Shrinkage, Attrition, Knowledge Management Tests and Schedule Adherence.
• Involved in recruitment of new hires.
• Appreciate team members and create a positive working environment.
• Ensuring all administrative and IT records are entered and updated correctly. Organization: United Minds
Total Duration: April 2011 – September 2016 (5 years and 5 months) Designation: Assistant Manager Back Office Operations. Role:
• Managing a team which handles back office operations and setting processes with a key agenda on market research/client feedback.
• Negotiating mutually profitable business plans with customers.
• Ensure co-ordination between content team, sales team, Admin team and operations team to enable cohesive efforts for a successful workshop.
• Communicating with senior facilitators on panel to ensure hassle free logistics incl. travel, stay and other amenities before and after the workshop.
• To provide coaching/ feedback to staff when underperformance is monitored.
• Carrying out annual staff performance appraisals.
• Measuring Customer Satisfaction levels.
• Keeping in touch with customers through personal visits, telephone calls and correspondence.
• Sound knowledge of handling back end operations and other general administrative activities of the organization.
• Assisted managers with hiring procedures, screening of candidates and coordinating interviews.
Organization: Tata Consultancy Services (formerly known as Citigroup Global Services Ltd and E Serve)
Total Duration: August 2005 – March 2011 (5 years and 7 months) Designation: Team Lead (Customer Service Operations) Process Profile: Citi-Financial Auto Voice & Auto Data Customer Service October 2009 – March 2011
Role:
• Got promoted to take care of team management and Process Training.
• Portfolio management included Voice, Non Voice and Email processing.
• Managing a team of 30 team members.
• Aided the audit team in carrying out monthly audits for customer information, Password Protection and to make sure a paperless environment is maintained.
• To conduct weekly call calibration sessions with the client and the various training teams online.
• Trained all call center operators to offer excellent customer service and prepared them for fielding various types of calls.
• To maintain monthly scorecards and conduct one on one sessions with advisors.
• Managed delivery of customer and employee satisfaction and achieved scorecard and client goals.
• Random Call listening sessions with training team and spot feedback.
• Handling parameters such as AHT, Shrinkage, Attrition management, monthly process billing, weekly calibration sessions, Schedule Adherence, C-SAT levels and Call Quality.
Designation: Customer Care Associate / Process Trainer/ Team Leader. Process: Citi-Street Retirement Services Division – Customer Service Role: August 2005 – September 2009
• To provide support for retirement planning of Citigroup employees in the US.
• To assist customers in transactions like funds transfer, future fund elections, rate of contributions, processing of withdrawals, loan processing etc.
• To correspond to customers via emails.
• Conducting regular training sessions to improve agent productivity
• Regular call monitoring of agents to ensure compliance with the call quality procedures.
Organization: E Funds International Ltd
Total Duration: October 2003 – July 2005 (1 year and 9 months) Designation: Customer Care Associate.
Process Profile: Chase Credit Cards / Debit Cards. Role:
• Dealing with Chase Manhattan Customers.
• To provide customer service as well as transaction processing for new customers.
• To resolve billing and card activation queries.
TRAININGS
• Attended trainings such as Business Communication, Anti Money Laundering, Email writing, Team bonding, Fraud Awareness and Quality Exceed.
• Currently managing a project on Financial Awareness – An Education Initiative organized by SEBI. Conducted trainings on Mutual Funds and Stock Market Behavior – NYSE and BSE.
PERSONAL PROFILE
Date of Birth : 13th February 1981
Education Qualifications : Bachelor of Commerce - University of Mumbai Marital Status : Married
Nationality : Indian
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