Service Officer Technical Engineer

Wilfred Pradeep R.C

Mobile: +91-900******* E-mail: adnpna@r.postjobfree.com

Objective:

A dedicated and results-driven operations analyst, with strong analytical skills and attention to detail.

Possesses good interpersonal & communications skills, both written and verbal.

Has the ability to influence and clearly articulate at all levels, and can maintain mutually beneficial internal and external relationships. Enjoys being part of a team, but is also comfortable to be self-motivated and directed when working on own initiatives.

Employment History

Emphasis worked as Senior Customer Service officer November 2009 to November 2020

Silvermine worked as Subject Matter Expert 01/12/2020 till date

Silvermine Software India Private Limited (Subject matter Expert- Tax Analyst)

Handling inbound and outbound calls to file taxes for trucks

Floor support and reporting stats of agents.

Stats reports like attendance tracker, inbound and outbound tracker for all the staffs

Email conversions wherein tracking all inbound and outbound calls for all individuals in the team

Updating all process related policies and procedures in support tool

Proactively identify gaps in the process and place internal control to mitigate the operational risk

Co-ordinate with various teams to obtain essentials details to get effective response.

Mphasis Limited (As Senior Customer Service officer/support trainer - (Retail banking for Canadian process, Capital one collection and Senior technical engineer)

•As a Retail Banker to assist the customer to make them understand about the transactions and recommend the products in order to save their money in their accounts

•Assisting customer to open savings account, current account, insurance and any kind of loans

•Making the customer to understand the benefits of the product and how it works in future.

•Perform Know Your Customer (KYC) on all new account opening requests

•Perform outbound calls to clear Know your customer policy once the account is opened

•Make customer’s to understand the policies of each product

•Capture foreign exchange payments, ensuring verification against source documentation

•Process the client & corporate requests for static data maintenance, new pin and cheque book requisitions

•Performed the role of service consultant, taking in cheque deposits & performing call backs where required.

•Facilitating client payments, ensuring that payments thresholds are adhered to as per the operating guideline

•Worked as support trainer for all new joiners and performing quality checks and provide feedback on timely manner

•Proper allocation of work and making sure request is auctioned within the SLA

•Provide high level of customer service to the internal staff and external customers

•Ensure to have quality check on daily basis to avoid errors

•Handling major sensitive clients having highest number of flows

•Ensuring month end target is met with all due diligences

•Collating required documents for any kind of new account and updating the same on the tool

Achievements:

•Recognized as star performer for being a trainer for all new joiner

• Awarded and certified as an SME

•Awarded for best customer service provider

•Awarded for quality of process in the team

•Contribution towards efficient queue management and handling of complex work related were broadly appreciated by management and team staff.

•Received seven spirit of winning

•Being awarded as Pillars

Personal Strength:

•Adaptability in changes

•Result Oriented

•Quick Learner and self motivated

•Confident, loyal, and enjoys team work as a great deal.

IT Skills

Applications: MS Office (Excel, Word, PowerPoint)

Education

2008: B.A. Phil (Xavier Institute of Professional Studies- Bangalore)

2005: PUC (St. Joseph’s Pre University College – Bangalore University)

2002: S.S.L.C (St Thomas School)

Personal Information

Name Wilfred Pradeep R C

Date of birth 18 Feb, 1986

Nationality Indian

Linguistic Proficiency

English, Kannada, Hindi, Tamil and Malayalam

Declaration:-

I hereby confirm that all the information mentioned above is correct best of my knowledge

Date:-

Place: - Bangalore (Wilfred Pradeep R C)

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