Soghra Ali

Contact numbers –: 626-***-**** / 951-***-****-; Email: adrlt3@r.postjobfree.com

Quality, Customer Care & Sales Professional

OBJECTIVE:

Seeking a growth-oriented association with a dynamic and leading organization that would provide a challenging environment in order to utilize my skills and technical expertise to the fullest and utilize the skills that I pursue within like Motivational skills, Communication Skills, Team bonding Skills, Coaching and Feedback oriented skills, Time management, Managerial Skills and Delegating Skills.

PROFILE:

I am a Permanent Resident of the United States/ US Green Card Holder

Masters’ Degree in English Literature ( MA )with a bent of European classics and expertise in American Literature

Bachelors Degree in Science – BSc.

I have been working in India with HSBC -GSC (Hong Kong and Shanghai Banking Corporation- Global Servicing Center) from 11/14/05 – 1/03/22

Played an active and major role in Cross training new hires at HSBC – GSC in Credit cards, Dedit cards and in Non Resident(NR). accounts

MA in English Literature with a bent of European classics and expertise in American Literature

Well-seasoned professional in providing Coaching and Feedback

Rich experience in imparting Process Training in a banking environment

Worked in the capacity of Assistant Manager – Training from June 2013 till January 3rd 2022.

Proficient to work on an individual basis while also being a good team player with an analytical bent of mind

Excellent communication, soft skills – as job profile demanded communicating & interacting with clients & customers from other countries

Excellent ability to adapt to changes and challenging situations, as well as adapting t.o new information and technology platforms

Focused, self-motivated and team oriented, willing to go the extra mile to improve performance and maintain professionalism at all times

Excellent at the achievement of work targets while utilizing my analytical and time management skills.

EDUCATIONAL DETAILS

MA – English Literature (American Literature and European Classics) – University of Bangalore. India

Bachelor’s Degree (B.Sc Biology, Zoology and Chemistry) University of Bangalore. India

COMPUTER SKILLS

Operating system – Microsoft Windows

Micro Soft Applications

Languages – COBOL, Dbase, VP Planner, Lotus 123.

Diploma in Systems Management from NIIT.

CAREER HIGHLIGHTS

HSBC Visakhapatnam- Assistant Manager – Training,

Visakhapatnam: July ’2013 till January 3rd 2022:

KEY RESPONSIBILITIES:

As an Assistant Manager Training, I am responsible for Facilitating Training for the new hires on Operational Policies and procedures and Call Certification.

Sales through Service on Customer Service platform.

Ensured that the training was delivered in accordance with documented plans and monitored the progress made by the trainees to achieve the required proficiency

Completed Classroom performance reviews in a timely manner and send weekly/monthly reports detailing trainee feedback to the management and Business stakeholders.

Continuous interaction with business area either to get in line with process updates and procedural changes, or to suggest any updates.

Ensured all trainees met the INM Training targets and that the training was completed within the set time frame.

Cascaded clarifications and breaking news regarding process for teams in Operations.

Attended the Section Call calibrations and the Letter Calibrations as well.

Aimed at providing Good Customer Experience, developed presentation on Effective Communication and professionalism on calls.

Shared Knowledge and best practice and experience with colleagues in achievement of their goals and business objectives and promoted Cultural activity and participation.

Ensured that employee productivity and quality was reviewed regularly and that the action plans were in place for all the under-performers.

As an Assistant Manager Training facilitated On job Training classes, provided floor coverage and imparted feedback to the Customer Service Executives, monitored queues, and, took escalated calls.

Took the responsibility for coordinating all related activities to be completed within the set Time lines

Planning and organizing various team activities and driving sales through service.

Driving the Voice of the Customer - VOC for the team and department.

Capacity Planning (Includes leave planning) for the New Hires.

Took the responsibility for coordinating all related activities to be completed within stipulated timelines.

Flexible in accepting and responding positively towards change.

Maintained HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Sent various MIS reports to management with regards to Errors pertaining to Duplicate Reversals and RM discards.

HSBC Visakhapatnam, Quality Coach,

Visakhapatnam::

Provided Ideas on changing the call model to help enhance the department VOC.

Introduced the VOC desk drop and provided Ideas on changing the call model to help enhance the department VOC.

An active participant of the “Customer Experience Catch up weekly Call Calibration.”

Coaching agents in the department and managing their performance and developing strategies to improve their knowledge on soft-skills continuously. This was achieved by careful analysis of reports & behavior and advising corrective action.

In line with operational practice, have monitored calls in remote and side-by-side methodology. Delivered timely and effective coaching and feedback based on the observations in the monitors for improving both process quality and soft skills.

Side by Side and on calls feedback helped me to ensure the quality was met without hampering the call handling time (CHT )of the calls.

Aimed at providing Good Customer Experience, developed presentation on Effective Communication and professionalism on calls.

Quality monitors for telephony teams and assist the teams with regards to developing soft skills .

Conducted a call type analysis for the business stake holders.

Updated and maintained the procedures to improve Quality of Service.

Maintained a high level of quality in terms of the process and Procedures

Worked independently also to Ensure work is completed in line with established

Procedures & standards within stipulated time scales

Vast experience of Coaching, mentoring, motivating and developing delegates

Projects handled:

Initiated and participated in the “Customer Experience Catch Up” – weekly Call calibration.

Worked on the Super Queue project for the You Save You Earn( YSYE ). – and was recognized for the same in Sept 2014.

Actively Participated in the Customer Experience committee by advising various ideas to be implemented in order to enhance Voice of the Customer ( VOC )

Contributed Ideas on changing the call model to help enhance the department VOC ( Voice of the Customer).

Conducted Train the Trainer sessions for the Process Trainers across other centers.

Developed presentation on various skillsets like communication, call handling skills etc.

Conducted call type analysis for the business area.

Other Responsibilities:

Conducted and administered oral/ written warnings for policy violations and dealt with any complex employee issues.

Action planning and review of performance.

Ensured that the staff complied with corporate and department policies.

Ensured addressing any matters that lead to attrition and escalated the same to the Department manager.

Played an active and major role in Cross training and Refreshers.

Took escalation calls whenever required.

Ensured that an appropriate internal control structure existed that conformed to all relevant group manuals, business procedures and codes of conduct. Obtained satisfactory audits, that promptly cleared all audit recommendations and shared best practice across the GSC’s

The Business Contingency Plan communication tree was updated with all relevant details and in accordance with the structure charts, on a monthly basis.

Ensured procedure were adhered to and training materials were compliant with Global Resoursing standards.

Rewards and Recognition ( 2005 – Till date):

Was recognized for the You Save You Earn( YSYE ) Project - On Super Queue. – Sept 2014

Was selected as a Process Trainer – For an American Process in July 2008 & worked in that capacity for about 5 years.

Was promoted as Assistant Manager, Quality and Training for the Indian Marketing Process (INM) Process in July 2013.

Was Master Certified as a Process Trainer for CS Care of an American Process in June 2009.

Was awarded the Companys “ Titans” award for 2011.

Was adjudged the “Best Trainer” in April 2011.

Was awarded the “Service Excellence” award in September 2010.

Was awarded “SUPER STAR “for Retail Services in 2007.

Was adjudged as the “PROCESS STAR” more than once in 2006 & 2007

Was adjudged “Quality STAR” twice in 2006& 2007.

Was adjudged “High Achiever”, in 2006& 2007

Was adjudged the Sales Star in 2007 and won a free trip to Munnar, India.

Received numerous Customer Compliments throughout my tenure.

Won a lot of prizes for achieving the set targets prizes

Was deputizing for the Assistant Manager Operations while still a process Trainer,Independently handled the team.

Personal Details

Name: Soghra Azhar Ali

Date of Birth: 07/21/1962

Address: 12191 Rhone Ct

Jurupa Valley

California 91752

Contact numbers: 626-***-**** / 951-***-****

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