Mini Kevin

Background

About Mini Kevin

PROFESSIONAL SYNOPSIS Over 15 Years of experience in Customer Relationship Management, Complaints, Mentoring and Training. Proficiency in devising strategies to streamline operations & customer preference across the career span. Ongoing interaction with business partners, customers and colleagues in other business areas/regions to ensure seamless and timely delivery of set targets along with building professional relationships. Key Member of the Operations team – main responsibilities being leading, coaching, developing and motivating teams with accountability for service delivery while deputizing team manager during their absence. Team Management: Monitoring the performance of multi-skilled work force and conceptualising need based training programme for their overall career development. This role was done during mentoring role. CORE COMPETENCIES: Customer Relationship Management Ongoing interaction with business partners, customers and colleagues in other business areas/regions to ensure seamless and timely delivery of set targets along with building professional relationship CAREER CONTOUR HSBC Data Processing Ltd – HYD Tenure : 19th March 2014 till date Position Held : Assistant Manager (Complaints Specialist) To deal effectively with all complaints and enquiries received at the Service Recovery Team by whichever method the complainant wishes to contact the bank. Resolve customer complaints wherever possible by telephone ensuring the Bank’s identification procedures are correctly followed. Ensuring all complaints are escalated / distributed to the relevant business area for resolution within agreed timescales. Distribution of Commercial, Executive and Head Office Priority complaints within agreed timescales with accurate completion of MI as required. Handle incoming calls to Service Recovery from both internal and external customers in a timely manner ensuring a professional service is maintained. Deal with each complaint in accordance with the Bank’s complaints procedures and any corrective action taken to prevent a recurrence. Act as referral point for other members of the team/department. 24/7 Pvt Ltd Tenure: February 2007 to February 2014 Position Held: Subject Matter Expert Process: US tech support/customer service and Sales Supporting USA based customers with technical issues. Handling calls and ensuring best in class service is provided to all customers. Moved as a Subject matter expert and took care of the team. Helped team with all the complex queries and handled escalation line.