Customer Service Human Resources

DEEPA A RAO

#***, ***** *****, *******, ******* – 34677

Phone # : 813-***-**** E-mail: *****.*********@*****.***

OBJECTIVE

Pursuing a challenging career in the ITES Industry, which will help me to utilize my accrued management and functional skills to contribute to the organizational Development.

EDUCATIONAL QUALIFICATION

Master of Business Administration – Majoring in Human Resources.

Bachelor in Commerce from Karnatak University.

WORK PROFILE:

COMPANY : Fidelity National Information Services

DESIGNATION : Senior Collections Associate

PROCESS : Receivables Management Services

DURATION : From November 2009 to February 2011 .

RESPONSIBILITIES :

• Handling both inbound & outbound calls, either manually or via a predictive dialer, to delinquent credit card customers of various clients.

• Adherence to multiple procedures and working on two different platforms.

• Customers contact and payment negotiation could be on accounts that are from 5 days due to 180+.

• Educate delinquent card holders on the merits of making prompt payments to their accounts and the ramifications of not paying.

• Facilitate the process of taking a payment over the phone.

• Manually work a queue and make outbound calls.

• Negotiate the highest payment possible.

• Follow up on correspondence such as bankruptcies and death notifications as required.

• Adhere to client SLA’s and departmental policies and procedures, quality standards etc.

• Working knowledge of collection laws i.e FDCPA

• Working knowledge of banking terminology and principles.

• Organize and prioritize work activities and manage time effectively.

• Independently handled escalation calls with exceptional customer service and follow up skills.

• Independently handled Skip tracing for various clients.

• Prepared the skip tracing procedure manual.

• Tracking of skip traced accounts to facilitate billing.

• Trained new recruits on the process.

COMPANY : HSBC-HDPI

DURATION : From March 2002 – March 2008

DESIGNATION : Customer Service Executive

PROCESS : FALCON (FRAUD PREVENTION DEPARTMENT)

DURATION : From April 2004 to March 2008 .

RESPONSIBILITIES :

• Handling HSBC UK customer calls.

• Dealing with credit and debit card fraud.

• Proactive transaction monitoring and fraud detection.

• Canceling credit and debit cards

• Issue of new credit and debit cards

• Training new recruits on the process and soft skills

PROCESS : CMQ- Credit Management Queue

DURATION : From March 2002 to March 2004 .

RESPONSIBILITIES :

• To monitor and analyze the credit and debit limits of customer accounts and to authorize remittances requested by the customers across the globe.

• To deal with customer accounts that are above the agreed limit, dormant and providing a limit to the account by following HSBC procedural guidelines as applicable.

ADDITIONAL RESPOSIBILITIES

Team Coordinator

• Handled a team of 8 operators.

• As a lifeguard, has been a referral point for 10 operators to solve any procedural queries they encounter while processing and handling calls.

• Have performed the role of team coordinator in my manger’s absence.

• Ensuring the delivery of the updated item sheets with time sheets.

• Ensuring the leave applications are submitted on time and providing updates to the people who have come back from leave.

• Effective utilization of surplus process time organizing games.

• Taking care of the stationery requirement of the team.

Audit Team Coordinator

• Have been the audit team coordinator since October-2003

• Continually checked for accuracy, providing timely and effective feedback on individual performance.

• Errors and irregular transactions are identified and escalated in accordance with procedures in a timely manner.

• Maintained audit records & produced audit reports in line with audit requirements.

• Organized daily briefings, meetings and cascaded updates to the ream.

• Actively shared knowledge, best practice and experience with colleagues in achievement of their goals and business objectives.

Trainer

• As a part of a 2 member team, have trained 45 operators to navigate intranet procedures.

• Identified problem areas in procedures and escalated the same to the branch.

• Prepared reports on a daily basis and submitted to the Manager-operations.

• Scheduled the training by proper prioritizing and planning.

Quality and audit Requirements

• Have conducted an extensive study on the procedural requirements for external audit and compliance.

• Identified areas of development and means to overcome them.

AREAS OF STRENGTH:

PERSONAL

• Quick Learner

• Ability to work under high stress levels

PROFESSIONAL

• Easily approachable

• Good communication skills

• Team player

COMPUTER PROFICIENCY

PACKAGES : MS Office

OPERATION SYSTEMS : WINDOWS

PERSONAL PROFILE

DATE OF BIRTH : 21ST April 1979

MARITAL STATUS : Married

(Deepa A Rao)

Contact this candidate