Account Manager Customer Service
Resume:
Sashant Jain *************@*****.*** M: +91-989*******
Professional Profile
CUSTOMER FOCUSED DEADLINE DRIVEN ACCOUNTABLE HIGHLY ORGANISED IT LITERATE
Able to rapidly understand complex environments and Customer requirements Results-oriented Account Manager who excels in revealing customer needs and delivering solutions. Proven experience at building loyal customer base to achieve both short and long- term organization goals. Ability to comply with Policies and Procedures. Maintain Client’s confidentiality. Prioritizing workload to meet deadlines. Taking directions from Leader and seniors. Conceptually strong and technically wise, I have a proven track record for Customer Service and methodical skills, ability to identifying opportunities for improvement ensuring safety, quality and maintainability. In last 14 years, I have gained experience in working with different teams and wide range of diverse Customers. I am committed to my job and would like to grow personally and professionally within the organization so I can reach my full potential. My lively personality and engaging personal style enable me to interact effectively with stakeholders.
Work Experience
Barclays Shared Services (P) LTD. April 2007 – Current 1. Currently working as - Trade and Working Capital Business Analyst
Trade & Working Capital Operations is part of CIBD Operations We handle thousands of transactions per year, which help facilitate the financing of goods and services around the world. Trade Finance products help a customer either by the bank handling documentation related to the transaction, providing finance or guaranteeing payments. These products are listed below:
Bonds, Guarantees & Indemnities
Letters of Credit
Collections
Trade Loans
Asset Finance (AF) provides a cost-efficient way to purchase company assets. AF Operations will produce the facility letter; security documentation in accordance with the invoice and terms of sanction and on acceptance by the customers draws down the facility.
Sales Finance provides a variety of products to a customer ranging from funding against invoices to a full credit control service. Key Responsibilities: As a team member reporting directly to the Team Manager, Sales Finance, I am responsible for:
Establish the most effective and efficient solutions to complex technical issues referred by Advisors.
Co-ordinate / liaise with IT Support on faults and changes, user Ids, etc.
Work with the Team Manager/Operational Manager to plan and provide support and guidance on day-to-day operational requirement
Accountable for ensuring operatives have timely and complete understanding of technical changes and their implications for the customer experience
Accountable for identifying, analysing and resolving/implementing processing issues to prevent re-occurrence, reducing loss to the business
Work with Team Manager and take joint responsibility for the control the workflow to ensure process efficiencies are achieved, team performance is optimised, Service Level Agreement are met by ensuring productivity and accuracy measures are in place
To provide support and cover in terms of process management to other Process Experts as required ensuring effective team working across the operation
Responsible for verification and authorisation of transactions within authorization limits and non-conformant items/referrals which may be staff prompted or system generated.
Accountable for ensuring staff understand and adhere to procedures and quality controls, and that checks are completed as required
Provision of 2-way feedback to Team Manager/Operations Manager
Conduct daily huddles to provide process updates and share process scores
Act as a back-up Team Manager in his/her absence
Work with the onshore and offshore teams to prioritize transactions that needs to be turned around on exceptional basis.
Conduct periodical process trainings for advisors and manage training for new joinees
Understanding of the Trade business and an understanding of the lifecycle of trades.
Test activities include analysis of requirements, designing test cases and scripts, conducting peer reviews of test scripts, identifying test data and environment needs, test execution, defect management
Ability to understand the business context of the solution being tested
Ability to verify and judge if the solution provided meets business requirements
Rework defects and take part in defect analysis.
Be a Continuous Improvement champion: suggest, encourage and deliver. 2. Worked as Customer Account Manager at Barclays
Key Responsibilities: As an Account manager I performed following duties: 1. Managing and handling L2 Complaints
• Monitor the complaints of onshore agents.
• Provide feedback in case of any
• To improve their quality scores.
2. Process-VCC (credit cards Barclaycard)
• Give the best solution of the credit card queries over the phone
• Work in hand to hand with internal departments like Fraud department, Disputes
• Works as lost and stolen team
• Works as supervisor in absence of Team manager
• Provide timely feedback and arrange for training and development programme
• Help to maintain team bonding among team members Overall Skills attained:
1. Customer Service
Maintained current and accurate knowledge of company service capabilities to effectively communicate and manage customer’s current and future needs.
Strengthened working relationships with clients, utilizing excellent communication techniques to foster growth and create brand loyalty.
Responsible for ensuring that customer communications, conflict resolutions, and expectations are met based on contract deliverables.
Utilized written and verbal communication with consumers to address quality control issues and foster brand loyalty.
Complete accounts payable remittance
Create, distribute and upload agenda for team meetings.
Assist clients with Barclay card level 2 complaints.
Knowledge of client database system Trumph, Chordrand and Full Serve.
Maintain client’s confidentiality and privacy ensuring consents on file.
Complete client interaction via phone, utilizing interpreter service
Updating client’s information in the database when required.
Write accurate and precise notes related to client enquiries.
Maintain and develop strong customer relation ensuring positive outcome.
Resolving customer complaint and g, face to face and over the phone within the company guidelines.
Demonstrated customers come first attitude and ability to multitask in a fast-paced environment.
Resolved customer enquiries by investigating issues, answering questions and building rapport.
Complying with Laws, external requirements and our processes by safety audits and inspections.
Setting measurable objectives and targets to continually improve our targets.
Delegation of work to employees based on shift requirements, individual strengths and training.
2. Business Performance & KPI’s
Achieved quality score of level -2 complaints at 96-98%
Achieved controllable Profit for Barclay card level 2 complaint team.
Good knowledge of Financial Analysis, Internal Auditing and Standard Operating Procedures (SOP)
Coach and develop team to ensure complete department self-sufficiency.
Ensure timely completion of all the department specific trainings to 100% and of highest standard.
3. Performance Responsibilities:
Demonstrate a Commitment to Customer Service by resolving customer’s issues/enquiries.
Assisting Customers efficiently by using information from computer and mobile Applications.
Minimizing the number of services that exceed 60 seconds Dwell time by effective Crowd Control Strategies.
Communicating through the words we say, body language and tone of voice and having consistency between all three in communicating assertively.
Assisting onshore Team with level 2 complaints by reviewing their complaint resolution and provide feedback so that customers complain can be resolved as per the procedure. This has led to 2-4% misses or errors in resolving customer complaints.
The resolution letter is sent to the customer once the complaint is resolved, this improved the overall quality and increase in customer recommendation of our services.
Education
Post graduate MBA (Human Resources)
Subject studied:
1. HR development
2. HR training
3. Employment relation
4. Managing change in organization
IGNOU University – Delhi 2010
Personal Attributes
Behave in honest, ethical and
professional way
Show respect, courtesy and fairness
when interacting with customers
Dependable and reliable in all
situations
Share ideas about ways to improve
work tasks and solve problems
Analytical and factual thinker-
detailed and planned
Ability to think clearly and act
decisively under pressure within a
Team or independently
Identify and follow legislation, rules,
policies, guidelines and codes of
conduct
Continuous striving for perfection
Effective communication skills
Strong ability to work within tight
time
Frames & manage fast paced work
teams.
Excellent Knowledge of MS Word,
Excel and Power Point
Display familiarity and confidence in
the use of core office software
applications or other technology
used in different role
Positive attitude, attention to detail
Understand information,
communication and document
control policies and systems, and
security protocols
Understand the use of computers,
telecommunications, audio-visual
equipment or other technologies
References:
On request
Résumé – Private & Confidential
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