Customer Service Management

Imran Khan

Email *.*****.*@*****.***; Contact No: 917-***-****

H.No.-10-4-503/3/A, Ahmed Nagar, Masab Tank, Hyderabad, Andhra Pradesh, Pin no - 500028

SYNOPSIS

A result oriented professional with over 8 years of diversified experience in Project Management, Process Analysis, BPM (Business Process Management), Team Management and Hotel Industry. I had been associated with HSBC - EDPI Ltd. as Assistant Manager – Process Consulting.

To assume a challenging role in the BPM (Business Process Management) realm by leveraging and improving upon my role as a business solutions consultant.

Key Competencies and skills

Process Re-engineering Process modeling Change management

Process simulation Business Process Improvement Business Analysis

Project Management System Implementation Risk Management

WORK EXPERIENCE

1 - Summary of Experience in HSBC – EDPI - Hyderabad, Andhra Pradesh

Role: – Assistant Manager – Process Consulting (February ’10 to May’12)

Role Context:

This role requires managing projects including project planning, stakeholder management; benefits realization, status reporting, risks & issues management. Responsible for project execution on time, on budget and on scope.

Key Projects:

Led key projects mentioned below providing business process improvement, business Analysis, project Management, using Six Sigma process improvement methodology resulting in optimized process performance and cost savings.

1. Contact Centre - IVR & Simplify Scripting

2. Cards Operations – Disputes / chargeback’s

3. Payments and HSBCNet – Global Payment System / Investigation

4. HSBC Security Services – Statutory Reporting

Roles & Responsibilities:

The key responsibility is to deliver step change in operational performance (cost, service levels, and customer satisfaction) through identification, successful initiation and execution of new change initiatives aligned with Business strategy, this includes, planning and managing appropriate process diagnostics to identify and prioritize

re-engineering opportunities.

As part of the process re-engineering consultant have helped the stakeholders with their BPM (Business Process Management) needs using Metastorm ProVision tool.

These engagements required a careful and deep understanding of all their operations to discover their existing processes and finalize on the “to-be” process. The BPM project enabled the process owners to have a business process in place that was not only concise and less complex but also provided measurable ways to monitor, analyze and optimize their problem areas.

Act as the Business process expert in all aspects of Business process change including Design, Re-engineering and Deployment.

Participated in the preparation of project plan. Attended meetings with Sr. Business Managers and Business Analyst and gained knowledge of several business processes, process plans and functionality in detail. Exceptional ability to learn new industries and business processes quickly.

Work with management/senior management across Businesses and key stakeholders (Compliance, Audit, Finance, HR etc) to constantly challenge ‘perceived wisdom’, to achieve buy-in for the recommended solution and its implementation approach, to evaluate the impact of change, and to ensure monetization of benefits

Interact with multiple operations team on-shore business & technology teams to (re)design process & implement workflows aimed at improving process / performance.

Implemented process improvement across different projects, divisions, and an entire organization. Used Six Sigma to set process improvement goals and priorities, provided guidance for quality processes, and provided a point of reference for appraising current processes.

Key Achievements:

Impact on the Business

Completion of project deliverables on-time, to agreed quality, well presented and documented in line with the standards. Contribution to overall process design, deployment and performance improvement projects.

Customers / Stakeholders

Earn the confidence / trust of stakeholders with credible analysis, demonstrating a good understanding of the business situation and deep insight into data.

Providing a holistic approach focused on addressing all aspects of process management including:

• Customer centric process design that leverages best practices

• Controlling variants and standardizing processes

• Process performance measurement, monitoring & improvement

A common process mapping notation that is understood across the Bank and enables consistency in implementation.

Role: – Senior Executive - HR Operations (November ’07 to January’ 10)

Role Context:

Have been associated with HR Operations since November 2007, The HR Centre of Excellence (HR COE) team within Service Delivery provides support to Human Resources teams across HSBC Group on HR related functions including Recruitment, Payroll, Benefits, Administration, People Soft Systems, and General Enquiries etc. Worked towards proper hiring, application processing, completing references (voice based / telephonic), completion of files & recruitment as per the Line Manager’s co ordination.

Roles & Responsibilities:

Interact with Business Partners, Candidates, Regional Contacts, Employee Relations on a regular basis for UK Employee Resourcing. Have always maintained professional relationship within the Team and with colleagues across GSCs and counter parts at Business area.

Involvement in Six Sigma initiatives. Handled projects independently as well as worked in a team environment, managing customer expectations related to timelines and deliverables.

Ensured that training for new hires in the section is completed in accordance with the training plans and monitor progress made by the trainees to achieve required proficiency in line with the desirable results; ensuring adherence to the pre-specified procedures.

Played an effective role in brand building by ensuring better customer service.

Worked towards proper hiring, application processing, completing references (Verbal/Written), completion of files & recruitment as per the Line Manager’s co ordination.

Make decisions, identify and resolve complex process related queries on a day-to-day basis. Team capacity planning and generation of MI for business and management. Responsible for maintaining a team climate in which creativity thrives and processes and productivity are continuously improved.

Skilfully liaised with the Managers in attaining the set targets as well as ensuring best service to the customers.

Issues / problems were fully analyzed and resolved or escalated. Appropriate actions were taken to prevent recurrence. Procedural changes/new initiatives were fully communicated and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs/PLAs.

To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.

Communication has been the key strength as any corporate initiative was delivered to the process in good spirit to enhance the work knowledge, atmosphere, better delivery of SLA/PLA and creation of the concept we as a team instead of I.

Role: – Senior Executive - Chargeback’s - Credit Cards (March’04 to October’07)

Role Context:

Deals with Fraud Investigation on the Customer's Credit Cards, check for authenticity of the fraud claim and chargeback the fraudulent transactions as appropriate. 'Chargebacks' are used to reverse financial charges related to unacceptable or fraudulent transactions. We as the 'Issuing Bank' exercise this facility and charge the transaction(s) back to the retailer's Acquiring Bank.

Roles & Responsibilities:

Trained and Lead team on different crucial projects like Chargeback recovery Report, and MI Difference Report.

Ensured problem situations proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures were taken to improve quality and prevent reoccurrence.

Pivotal in brand building as well as ensuring the attainment of the specified targets.

Skilfully liaised with the Managers in attaining the set targets as well as ensuring best service to the customers.

Expertise in planning, staffing, and training. Powerful leadership skills and strong ability to manage and motivate staff to achieve great results.

Issues / problems were fully analyzed and resolved or escalated. Appropriate actions were taken to prevent recurrence. Procedural changes/new initiatives were fully communicated and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs/PLAs.

To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms.

2 - Summary of Experience in ITC hotels – Kolkata, West Bengal

Role: – Guest Service Valet (January ’03 to June ’03)

Role Context:

I was associated with the Hotel Industry, and was working with ITC hotels -Kolkata, as a guest service valet. This period of my career saw me working my way up from tasks of an assistant to co-ordinating team efforts and activities.

Roles & Responsibilities:

Excellent knowledge in all customer service areas of restaurant, bar and hotel.

Strong rapport with customers, extensive skills in management, very professional and reliable person.

Expertise in planning, staffing, and training. Powerful leadership skills and strong ability to manage and motivate

staff to achieve great results.

Supervising and coordinating activities of workers engaged in preparing and serving food, ordering food, beverage and

supplies and maintaining strong relationships with vendors.

CERTIFICATIONS

Six Sigma Green Belt certified

IT Infrastructure Library (ITIL) Foundation Certificate in IT Service Management

IT Service Management Foundation Bridge (based on ISO/IEC 20000)

ACHIEVEMENTS

Have been a finalist for the ''Top Achiever of the year' for 2007.

Have been part of the teams that were awarded '' Team of the Quarter’’.

Have been awarded ''Superstar''/Employee of the month.

Demonstrated ability to provide meaningful analysis and process improvement for the different banking products available in HSBC.

ACADEMIA

2002 Graduated with Bachelors in Hotel management from IHM – Kolkata.

1999 Passed Senior Secondary School from Gulmohur – Jamshedpur.

IT FORTE

Computer literate and internet savvy knowledge in different computer programs such as: Microsoft Word,

and Excel.

Skilled in using Windows, MS Office, Visio, and Lotus Notes

Visio (Process Modeling) - This software is used to map a process flow (the way the work flows through a system).

Skilled in using Metastorm ProVision identified as a group standard tool for business process modeling.

ProVisionBPA provides process and organisational mapping capabilities for documenting and analyzing

business processes and organisational interactions. ProVisionBPA provides the following features:

Model Process: - Analyze and design superior processes.

Optimize Organizations: Understand organizational interactions and design efficient processes that

maximize organizational resources.

PERSONAL DOSSIER

Hobbies: Watching Movies, Listening to music.

Address: N-58/8, Telco Colony, Jamshedpur, Jharkhand.

Phone: 065*-*******

Pan no: ARRPK5987G

Passport no: J3421518

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