Customer Service Delivery
Resume:
Gulnaz .H. Beg
Frisco, Texas -75036
USA
Cell Phone:: 945-***-****
Email: ******.****@*****.***
Career Objective
Desire to work in an industry where in I can use my excellent knowledge of Customer service management, Operations and Management Information. I bring with me sound experience that I have acquired while working with top brands in the market and also have a proven track record of executing BPO operations with proven multi-tasking abilities I wish to significantly contribute to the expertise I have gained.
Professional Summary
12+ yrs of Work Experience across Diverse Functions – Customer Service, Operations, Collections of Credit Cards and Personal Loan portfolios, Work Force Management, Skip Tracing.
Exposure to organizations like Capital One, Chase, CITIGROUP(Tata Consultancy Services), Bilkish Associates Pvt Ltd, and ZENTA Pvt. Ltd. Good Knowledge of Managing team performance, team motivation, training, and quality compliance.
Good understanding and hands-on MS-Excel.
Good knowledge of Flow rates and Bucket rates on credit cards and loans.
Core Competencies
Experience in applying consultative and innovative approaches – have had success in start-up, rapid change and transition environments. Demonstrate both strategic and Operational skills. Ability to motivate, build teams, resolve conflicts, coach, mentor, and foster growth within diverse and remote teams.
Can keep pace and be a contributing team player with a group of very motivated, action-oriented, doers.
Hands-on style which ensures the business is provided with strong and effective leadership and direction. Strong customer/business orientation.
Converting concepts into actionable plans. Embracing practicality and the bottom line.
Knowledge of Team Dynamics, Facilitation and General Management skills. High drive with risk-taking ability.
Organizational Experience
Company: ABAL SOLUTIONS
Designation: Operations Head –January 2020 to date Job profile ( Management of Team, Hiring, Preparing client quotes, Client Management, reports, training India)
Job Description:
Management Skills – Plan, Organise, Communicate, Control and Flexibility. Decision-making and Resolving Skills.
Management of Web Design and client delivery. SEO Service, Managing Social Media and Marketing service for micro to medium-level businesses.
Generating reports to client management in terms of daily milestones.
Maintaining and meeting the set targets for Keyword ranking.
Training & Coaching the new hires.
Analysing & Managing Team performance reports. Motivating the Team Members.
Tracking Attendance & Quality Scores of the Team. Company: CITIGROUP(TATA CONSULTANCY SERVICES PVT LTD) Designation: Bucket Manager –July 2008 to June 2011 Job profile ( Risk Management & Delinquency of Personal Loan portfolio for WEST region – India)
Job Description:
Understand the impact of this customer to your business. Both in terms of size and cash flow. Generating reports to higher management in terms of daily milestones & cash recovery. Maintaining and meeting the set targets of Roll forward and roll backward ratio.
Training & Coaching the new hires.
Analysing & Managing Team performance reports. Motivating the Team Members.
Guiding the underperformers and getting them up to mark. Scheduling Training for Team Members.
Tracking Attendance & Quality Scores of the Team.
Management Skills – Plan, Organise, Communicate, Control and Flexibility. Decision-making and Resolving Skills. Achievements
Awarded as the “ Star Performer Oct 2009” for best Flow rate. Certified in recognition of Best Bucket manager- People management April 2010.
Company: BILKISH ASSOCIATES PVT LTD
Designation: Zonal Manager -September 2006-July 2008 Job profile ( Recovery/Risk Management of Expats Customers, Credit Cards & loans
Job Description:
Taking care of the oversea centers-SRILANKA /PHILLIPINES/PAKISTAN
/MIDDLE EAST/US/UK/CANADA was responsible to start up a center. SRILANKA & KERALA now handling collection target and managing recovery collections for 24 gulf banks portfolio.
Capacity of managing a group of over 50 managers and collectors.
Undertakes administrative projects and coordinates activities in support of organizational objectives.
Responds to inquiries concerning services provided and related information access policies and procedures.
Prepares and reviews submissions and reports concerning the organization's activities.
Collects and analyses data associated with projects undertaken, and reports on project outcomes to resolve problems concerning services or programs provided or persons affected.
Advises senior management on matters requiring their attention, and implements their decisions.
Company: ZENTA PVT TD.
Designation: Service Delivery Expert/Project Leader August 2005-Sep 2006 Job profile
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Training & Coaching the new hires.
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Analysing & Managing Team performance report .
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Motivating the Team Members.
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Guiding the underperformers and getting them upto mark.
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Scheduling Training for Team Members.
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Tracking Attendance & Quality Scores for the Team . Designation: Customer Relationship Advisor May 2004-August 2005 Job profile
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Collections for past due and over the limit credit cards. Maintaining good call quality with productivity.
Analysing Credit history & Offering best financial solution. Coaching of On Job Training Advisor’s in the Team.
Maintain Compliance of Debt Recovery and also followup FDCPA Achievements
Certified for Excellence in Advisors Productivity for ( December 2003 till May 2004).
Awarded from Zenta Technologies as the “ Best Team Leader” Award for Productivity & Dedication ( October 2004).
Awarded as the “ Best New Hire” ( September 2003)
Certified in recognition of (VOC)- Voice of the Customer in August 2003 from Hampton Quality Team—NCO
Certified for Excellence in Advisors Productivity for ( December 2003 till May 2004).
Education
Completed Graduation from Mumbai University in Commerce & Economics.
(Bachelor's Degree)
Higher Secondary Certificate 2000, 1st Division Maharashtra State Board.
Secondary School Certificate 1998, 1st Division Maharashtra State Board. Personal Details
Personal Information
Date of Birth : 15th October 1982
Marital Status : Married
Languauges Known : English, Hindi, Marathi, Gujarati
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