 Finance House ( U.A.E ) as Contact center supervisor – worked since from Nov 2017 till date .

 Dunia Finance ( U.A.E ) as consolidation Officer - from 2015 April to Oct 2017.

 Vertilinks (India) as Desktop support Executive – from March 2012 to Oct 2014.

FINANCE HOUSE

Responsibilities of job:

• Handle 70+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
• Received an average 85% customer satisfaction rating to date, 15% higher than company average
• Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations
• Trained new employees in how to use CRM, talisman & T24 entering customer data and organizing customer interaction logs
• Perform multiple tasks which includes responding back to Customer’s by call’s & E-Mail.
• Prepare monthly shift and schedule agent according to due date and statement date under the supervision of TL’s.
• Cross verify the easy cash / balance transfer request taken by the agent is correct and all required detail are filled rectify it and fix if any error or missing details.
• Scan and maintain all the request in organized form in both hard and soft copy.
• Suggest and take necessary action required to maintain service level and reduce abandon rate.
• Supervise the floor make sure that if call is exceeding the AHT of agent, it should get transfer to supervisor.
• Manage Break time of the agent.
• Organize establishment to maintain quality and safety of services provided
• Prepare MIS report if required under the guidelines of team leader.
• Extract log in and log off report of the agent & report it to team leader on daily basis.
Dunia Finance

Responsibilities of job:

 Worked in the out bound team as consolidation officer to assist customer in consolidating the different liabilities into one at varied applicable interest rate.
 Handle an account of 150+ cases every month to convert it into consolidated account.
 Achieve up to 80% successful convert cases.
 Arrange document pick up along with security cheque and will be responsible to complete the consolidation process along with one advance payment of consolidation loan EMI.
 Arrange a direct meeting with customer in branch to explain customer clearly about consolidation scheme and installment plan and interest rate.
 Evaluate the customer based on his Credit history & check for the etihad bureau history by coordinating with corresponding team. There by reducing the risk rate t approximately 30% among assigned cases.
 Well versed about documentation, handling & checking different kind of documents.
 Conduct field visit to customer to check for the listing of the companies.

 Create an outbound retention call to retain a customer from closing the active product like loan, credit card and WPS account.
 Understand the Customer issue related to charges charged on any active product like loan or Credit Card if valid charge then educate the Customer about charges and let customer understand the charges if any is invalid will place a service request for reversal of Charges.
 Try to cross sell the auxiliary products like Dunia Secure Wallet with different packages and Dunia Credit Shield Plus.
 Create awareness among the customer about their statement date and due date and aware them about the charges if being delinquent on their payment

VERTILINKS INC.
DESKTOP SUPPORT – March 2012 to OCT 2014
Responsibilities of job:

 Worked in Out Bound team to make the calls to US based client and resolve the customer queries related to their Computers.
 Memorized entire line of company products & services, including prices and special discounts
 Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate
 Remained courteous and calm, even during moments of customer dissatisfaction
 Providing remote desktop support to the client end desktop by taking a remote access of their end desktop.
 Take the remote access of the customer by guiding them to a Techinline Remote Desktop Portal and guide them to provide a remote desktop of their end desktop while on call.
 SELL the tech support package to customer start from 24.99$ onwards upto 599.99$.
 Assist the customer to complete the online payment transaction via online portal if fails then have to complete the transaction via PayPal.
 Retain the customer if any chare back is raised by the customer.
 Follow up with the customer if any concern or issue is to be fixed at customer end.