R E Customer Care

R E S U ME

ADDRESS:

No **, Jagadhambigai Nagar Mobile: 984*******

Vallalar Street, Padi, E- mail : *******@*****.**.** Chennai 600050.

J. SIVAKUMAR

Objective:

• To pursue a challenging, responsible and demanding career in an organization committed to Customer Delight where I can exploit my skills and knowledge to the fullest and be the best in my chosen career.

Personal Traits:

• I am a confident and enthusiastic person with self- motivation. I am an extrovert and love to be among a group of people. I am optimistic by nature and eager to learn and grow.

• Excellent communication skills along with inter personal skills. Works best under pressure and can work in any environment. Confident, dedicated, a good team motivator and a team Player with the ability to lead and always aiming for excellence. Skills:

• Analytical bend of mind.

• Flexibility and originality of approach.

• Ability to work under pressure to meet tight deadlines Achievements:

• Awarded “BEST RETENTION DESK”, for achieving highest retention counts (Numbers) across TN at Tata Teleservices Ltd- Chennai.

HDFC Bank LTD

Department: Cards operations

Designation: Deputy Manager (MARCH 2021 – Till Date)

• Actioning on daily assigning cases towards cards queries and disputes

• Giving appropriate solution for the customer’s credit cards issues.

• Giving importance to complaint cases as per the tat.

• Actioning on charges cases on raising the referrals to the respective FM

• Attending the newly scheduled chapters and answering all the questions through E-bot.

• Giving support to the newly joined staffs on auctioning the cases.

• Signing off cases directly to customers with resolution and Response quality.

• Handling on HNW card cases and escalated complaints and provided the resolution to clients within turnaround time.

• Liaising with the concern department in providing faster and adequate resolution within time frames.

• Attending huddles daily to retrieve more information about the new products.

• Giving leads related to term products, Smart EMI and restructuring loans related to the concern team.

• Getting extra cases from the assigning team to achieve the daily productivity.

• Handling escalation cases as per the FM guidance to provide proper solutions.

• Attending Kyc related cases with the guidance of Kyc team to avoid credit card decline

• Arranging sales executive to complete the pending new card queries to avoid cancellation Completing all the assigned cases before 6pm with proper solutions.

• Investigation and rectification of dispute fraudulent activities happened in customer credit card account

• Process customer fraud and dispute claim following department procedures while staying within established time frames and providing exceptional customer service.

• Respond promptly and professionally to customers regarding the resolution of issues.

• Assisted customers with credit card transaction disputes maintained, and exceeded standards pertaining to qualitative and quantitative metrics WORLD OF TITAN (REKHA)

• Worked as a Retail Sales Officer (NOV 2020 to FEB 2021) Operations and Sales. KOTAK Mahindra Bank LTD

Department : Foreign Exchange Services

Role : Foreign Exchange Operations and Sales

Designation : Customer Care Manager (OCT 2013 – NOV 2016)

Customer Care Manager - Foreign exchange services & Branch banking. Duties consist of Updating rate boards, allotting currency and cards for Wipro clients, currency register, card register, accounting transaction received from the FFMC, AD2, and direct walk in transactions and from Wipro clients, attending branch banking operations, sales targets, handling registers assigned to me and inward and outward remittances too. RMC- (Restricted Money Changers)- Onepoint contact of all these customers, rate quoting, sales as well as purchasing currencies and getting the individual TT transactions from FFMCs. Prepare and submit suspicious activity reports to regulatory authorities Monitor transactions for suspicious activity and investigate any potential violations of AML regulations Prepare reports and presentations on AML compliance THOMAS Cook India LTD

Department : Foreign Exchange Services

Role : Foreign Exchange Operations and Sales

Designation: Customer Relationship Executive. (JAN 2012 –OCT 2013) Duties consist of maintaining proper cash limits, cashing checks, accepting deposits, issuing cashier checks, money orders, traveller' s checks, advances, transfers, and handling large amounts of currency for sales in banking and FFMCs and ensuring quality customer service at all times. RMC- (Restricted Money Changers)- One-point contact of all these customers, rate quoting, audits for Star hotels and sales as well as purchase currencies. AIRCEL Cellular Ltd

Department : Retention team

Role : Visiting Customers directly on filed for retention purpose Designation : Relation & Retention Officer. (MAY 2009- JAN 2012)

Analysis on churn, Responsible for taking Reactivation measures to control churn.

handling escalations from the Aircel outlets, Channel’s, Nodal complaints and Desk

Retention Dump has to download and segregation among the Direct and Channel Team.

Deputing Officers with Proper execution to handle Red alert subscribers with support of Revenue cell.

Tata Teleservices Ltd Chennai

Department : Branded Retail Outlet

Role : Attending walk in Customers directly on filed for retention. Designation : Service In charge for retention team (AUG 2004 – OCT 2008)

• Responsible for retail store floor operation in service:

• Showroom floor operations in- charge of RE’s. Accountable for the service RE’s.

• Achievement of all sales targets towards:

Academic Background:

• B.COM (Bachelor of Commerce), Madras University, Chennai. (2001- 2004)

• Higher Secondary – Singaram Pillai Matric Higher secondary school (1998- 2000)

• SSLC – ST Theresa Matriculation Higher Secondary School (1997- 1998) Personal Details:

• Name J.SIVA KUMAR

• Fathers Name A. JAMEEL

• DOB 20- 08- 1981.

• Marital status Married.

• Languages Known English, Tamil

Declaration:

I hereby declare that all the above information given is true to the best of my knowledge and belief. Place: Chennai

Date: (J.SIVA KUMAR)

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