Experience

InnoPark (India) Pvt. Ltd

• India
• Technology, Information and Media
• 1 - 100 Employee

• Operations Manager

  • Sep 2020 - Present



GUS Education India

• India
• Education Administration Programs
• 400 - 500 Employee

• Recruitment Advisor

  • Jul 2019 - Sep 2020



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Representative

  • Jul 2015 - Jul 2019

  Worked as Customer Service Executive at HSBC for UKCC HD process from 23rd July 2015 Till 13 July 2019. Moved to faster Payments chat process were in I deal with Client Service Managers for the Payment issues and raise recall request with other banks. ● Also worked for Electronic Payment Services which is dealing with Priority Payments (International Payments) if there is any issue with the Payments reaching the Customer’s or in Payment routing. Maintaining Process records such as Grade of Service, Escalation tracker and Data collation of Investigations and Customer Compliments. · Extensive knowledge in resolving the queries immediately with the appropriate procedures. · Supporting other queues, while working in EPS Helpdesk. Worked within the UK Payments investigations in different queues such as Returns, Unable to apply the Payments, Unable to apply the credits, Beneficiary claiming non-receipt of funds etc. · Supported the team in various process related aspects. · Hands on experience in reviewing and sending the Swift messages. · Holds record for maintaining high productivity in the team. · Holds record for doing highest volumes in the team. · Maintained 100% quality in process · Work effectively across the business. Increase straight through processing, improve efficiencies and Streamline processes. · Communicate and interact with all levels of management both within and across Global Service Centres. · Have worked on escalated cases, which are being referred to business area. · Support and efficiently coordinate with other departments with regards to query resolutions. · Identifying, developing and implementing best practice that increases performance. · Have taken the responsibility of handling Team breaks, idle codes, Leaves.



InnoPark (India) Pvt. Ltd

• India
• Technology, Information and Media
• 1 - 100 Employee

• Senior Customer Relationship Officer

  • Oct 2012 - Jul 2015

  Key Responsibilities Involve: ● Responsible for working as part of a team delivering a first class, professional customer service and technical service using a range of communication methods (Live Help, Support Tickets and Support Mails) for resolving complex and high volume of customer queries, and ensure that possible customer enquiries, payments and complaints are resolved at the first point of contact. ● A Gaming (Bingo) company. My responsibility involves to solve the Customer queries if he is facing any issues with the game, Wagering, Withdrawals, Deposit Issues working to etc. ● My job is to satisfy any query coming up from a customer on the above stuff, and resolve them right away, if couldn’t provide a backup and get it resolved as soon as possible. ● To assess and resolve general and enquiries, requests and complaints, primarily on the Live Chat and Support Tickets, to ensure that customer enquiries are satisfactorily resolved. ● Maintaining high standards of customer satisfaction index. ● To encourage customer for feedback on services provided and recognize the changing needs of the service, and make recommendations to the Team Leader for service improvements. ● To participate in the induction and training of new customer services advisors to ensure a high level of up to date knowledge is maintained.



Tech Mahindra Business Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Technical Support Representative

  • Apr 2011 - Oct 2012

  Key Responsibilities Involve: ● Responsible for working as part of a team delivering a first class, professional customer service and technical service using a range of communication methods (out bound & inbound phone calls) for resolving complex and high volume of customer queries, and ensure that possible customer enquiries, payments and complaints are resolved at the first point of contact. ● An Internet service provider (ISP) is a company that provides access to the Internet. My responsibility involves working with ISP’S, Router configurations, Configuring outlooks, windows live, browsers etc. ● My job is to satisfy any query coming up from a customer on the above stuff, and resolve them right away, if couldn’t provide a backup and get it resolved as soon as possible. ● To assess and resolve general and technical enquiries, requests and complaints, primarily on the telephone, but also by other electronic access channels, to ensure that customer enquiries are satisfactorily resolved. ● Provide a comprehensive information service to the public in advising on services available ● Maintaining high standards of customer satisfaction index. ● To encourage customer for feedback on services provided and recognize the changing needs of the service, and make recommendations to the Team Leader for service improvements. ● To participate in the induction and training of new customer services advisors to ensure a high level of up to date knowledge is maintained.