MOHAMMED ABDUL RAZZACK

+****-**********

adn10d@r.postjobfree.com

EDUCATION

Year

Course

Specialization

Board/University

2005

B.Com

Finance

Osmania University, Hyderabad

PROFESSIONAL SYNOPSIS

Proficient and result oriented professional, offering excellent experience across Customer Service,

Banking Functions, Conducting Quality Audit, Fraud Detection and Prevention of Money Laundering;

Currently spearheading as Customer Service and Senior System Support Agent with Wells Fargo India

Solutions, Hyderabad.

Propelled and aim driven team leader with strong work morals, continually striving for betterment coupled with brilliant commitment to offer quality work.

Professional approach in inculcating positive attitude amongst the employees, Mentoring and motivating

Subordinates to make them perform to the best of their abilities and Create a vibrant, agile, proactive, Knowledgeable, empowered organization.

Excellent knowledge and cross selling of general banking products, credit cards, Auto loans, mortgages and investments.

Flexible to work in Night Shift or Rotational Shifts.

PROFESSIONAL EXPERIENCE

FLO TECHNOLOGIES, INC. SALES CHAT SUPPORT CO-ORDINATOR 28-12-2020 – 05-5- 2020

ROLES AND RESPONSIBILITIES

Resolving general, complex and support inquiries of US clients on Smart Water Shut off Product via chat to the Flo Technologies Clients on Intercom, Zendesk and Slack.

Responding to a wide range of queries including order status, Match2Me advice, product advice, delivery status, etc.

Ensuring all Live Chat requests are responded to in a timely manner. Following up queries with emails.

Communicate with prospective and existing customers to drive sales through chat and documenting communication into multiple systems

Respond in a timely manner to chats on our website to address any customer issues or questions

Solve for technical issues and translate technical information and instructions into simple language to ensure seamless troubleshooting to help drive sales

Analyze and resolve unique plumbing inquiries within various Flo products

Consult with Flo customers to uncover additional product needs.

Research on best practices in the needed areas

WELLS FARGO INDIA SOLUTIONS (P) LTD System Support Analyst March 2015 – August 2019

ROLES AND RESPONSIBILITIES

Resolving job failure, investigating long running jobs, restarting and forcing completed jobs, ensuring

production batch completed successfully.

Excel at solving complex problems by identifying the issue and developing and implementing a solution.

Perform daily Production Support recurring tasks and monitoring of the Tickets queue, assign tickets, resolve tickets, update root cause.

Work for 24x7 batch processing support in different shifts.

Troubleshoot batch failures to determine cause (review AUTOSYS logs) and correct/escalate.Perform problem determination and resolutions (Root Cause Analysis).

Delivering technical solutions with the planning, coordination and communication to stakeholders and onshore partners.

Good at working with technical team members in providing with support of production issues.

Good at problem solving, excellent in communicating with senior leadership team members on technical discussions, identify opportunities and provides inputs for process improvements.

Experienced in ticketing tool currently used in Remedy PAC2000 and net cool dashboard. Good in MS Excel for performing simple reporting tasks in timely manner and help providing the stakeholders status updates with the monthly report.

Excellent in communicating with Application Teams and resolving the issues over IM, phone and emails Excellent in raising EACO calls in support of production and communicating status of issues to partners and technology group application managers.

Coordinate with Offshore and Onshore application teams and sending management updates for major issues.

Good in technical knowledge to provide the quick output to senior management, good in-service delivery and management skills.

Adhering to Risk and Compliance policies of the organization strictly.

Assisting with process improvements, systems integration and BCP efforts.

Perform application change management activities as assigned by the business.

Ensure applications are working seamlessly. Ensure incident, problem and change management; and BCP processes & procedures are followed and adhered to.

Work closely with business and other teams to assist in the overall definition of support items and provide quick assistance to meet SLAs.

WELLS FARGO INDIA SOLUTIONS (P) LTD. Senior Customer Service Executive March2012–March 2015

ROLES AND RESPONSIBILITIES

Respond to Email queries from Wells Fargo account owners.

Perform account maintenance like ordering statements, address change, block and send debit/credit cards, add/delete co-owners on an account. Investigate and explain about fees assessed to the accounts. File claims on unauthorized transactions. Investigate bill payment issues.

Responsible for independent decision-making regarding refund in respect of fees charged to a customer account.

Co-ordination with the team of 15 members in the absence of Team Leader.

Send daily updates email reports to Team Lead through Microsoft Outlook.

Helped junior team members to meet his/her key driver metrics or customer satisfaction score target every month and achieving the Service Level Agreements (SLA).

Helped new bankers to complete their learning curve and understand the process.

Conducting process knowledge sessions to improve the metrics of the team members

Providing effective feedbacks to bankers on the errors found through replied emails.

Clarify process doubts with the US counterparts on call every month.

Completing risk and compliance internal audits within the process on time to protect the bank and customers information.

BANK OF AMERICA CONTINUUM SOLUTIONS (P) LTD. Senior E-Mail & Chat Customer Support Executive March2012–March 2015

ROLES AND RESPONSIBILITIES

Implemental in nurturing healthy rapport with clientele by gratifying their queries and providing them advice as per their individual needs vis-à-vis banking functions like Internet Banking, Funds transfer, online utility bill payments, information related to use of Debit Cards etc.

Deft at handling banking operations and have knowledge of overdraft protection, overdraft transfer fees, billing and accounting procedures and processing of financial data entry & processing.

Expertise in developing strategies to enhance clients/ customer relations through formal and informal channels, building cordial relationship through regular interactions & apprising them with company’s value propositions through e-mails and live chats.

Well versed in operating various banking software like KANA, Live Person, Boss, Jiba, ERM and Ezy access etc.

Responsible for keeping confidential information and credentials of customers secluded and preventing its misuse.

Dexterous in managing customer centric banking operations & ensuring customer satisfaction by achieving delivery & service.

Selling and explaining the Banking Products like credit card, Auto loans, overdraft protection, mortgages and investments service through chat.

Offered exceptional sales presentations and product knowledge while assisting up to 2 customers simultaneously.

Handle and carefully respond to all customer inquiries with accuracy and efficiency and aim to resolve issues on the first customer interaction by being proactive.

Understand the wants and needs of the customers, and recommend them a great service plan tailored to their specific circumstances and convert the same via chat.

Use sales tactics to produce bank cross sale opportunities.

Present to customers to further assist with their purchasing and refinancing needs, provide education, and provide banking options.

Helped the sales team in introducing new Savings and Checking account schemes.

Helped customers in completing forms to open bank accounts online and stayed current with changing technologies and bank products.

Solved queries relating to Savings and Checking accounts and make use of the system in searching for products and answers.

Constantly continuing education by completing learning center.

TECHNICAL SKILLS

Good Knowledge in Linux

MS Office: Excel, Word, PowerPoint

FoxPro, Auto-CAD – R14 & R2000

Banking Software: Boss, Kana, Ezy Access, Jiba, CRM and Live Person, Live Client, BCS, CIV, Hogan,PAC

Informatica and Autosys.

REFERENCES

LIST TWO REFEFRENCES HERE INCLUDING THEIR PROFESSIONAL RELATION TO YOU AND CONTACT INFORMATION

Contact this candidate