Irshad 2015
- 2. Personal Details DOB: 07/01/1983 Nationality: Indian Gender: Male Visa Status: Residence Mob : +971506811085 Email ID: Irshad.M@adcb.com Skills Exceptional interpersonal communication. Consumer Banking specialist. People oriented. Analytical and detail oriented. Well versed with customer relationship management software (CRM) and core banking related applications (credit cards / channels / online baking / Siebel). Effective problem solver. Process improvement specialist. Adhere to high customer service standards. Customer focused. Exceptional telephone etiquette. String account analysis skills. Excellent time management skills. Self-directed and excellent multitasking ability. Avid leaner and savvy relationship builder. Well versed with Microsoft outlook, Word and Excel. Trainings & Workshops: Internal Quality Management Systems Auditor Course (Lloyds Register) PROFESSIONAL SUMMARY Senior Quality Analyst bringing extensive experience in improving company performance through enhanced quality standards and resolve critical quality problems using research abilities. Strength in training and process development, client relations and ability to resolve issues tactfully and diplomatically. WORK HISTORY Position- SR.QUALITY ANALYST (ADCB – Abu Dhabi Commercial bank) 2011 APRIL till date Retrieve and analyze information and data to identify root cause of performance gaps and errors. Designed quality regulations and evaluations based on monitoring of data flow Review and modify quality assurance programs and tested performance according to user’s specific requests and data inputs. Investigate and resolve customer inquiries and complaints in an empathetic manner Cross trained and backed up customer service front end staffs and team leaders / managers Adhered to all confidentiality requirements at all times Meet all customer guidelines including service levels , handle time and productivity Solved unresolved customer issues Promptly responded to inquiries and requests from prospective customers Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals Work with change and transformation managers to analyze, review and rework on the processes resulting in effective and quality customer service. Facilitated inter-department communication to effectively provide customer support Scheduled staff shifts to cover peaks and lulls in customers inquiries Trained staff on operating procedures and services Provide accurate, specific and timely performance feedback to front end staffs, team leads and supervisors. Identified individual development needs with appropriate training Followed through on all critical inter departmental escalations to increase customer retention rates. Devised and publish metrics to measure the organization’s success in delivering world class customer service. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals Maintain up-to-date knowledge of product and service changes Administered regular customer satisfaction surveys to regular customers. Provide customer feedback and internal compliance feedback to management. Understand the priority of the organization and evaluated call behaviors for regulatory compliance and adherence to policy. Ensure all audit observations are handled and closed well within the target date. Regularly conducts Internal Quality Audit within different internal departments to ensure that the Bank maintains its ISO certification and to help expand the scope of ISO for new departments. Minimize recurrence of audit issues. An active member of ADCB’s Quality Team since 2012. Position- SR.PROCESS & FOLLOW-UP OFFICER (ADCB) 2010 JUNE – 2011 APRIL To satisfy all with high levels of product knowledge and service quality. Organizing and updating all the online & offline reports and forwarding to concerned departments to process the requests To ensure that transactions are processed in an error – free manner. Record all contact centre requests and SME related queries based on FIFO method Forwarding requests to other departments and branches inorder to process the same. Set objectives for the follow up team by assigning cases to be handled. Handle follow ups and complains as per TAT. Have trained team on the process on how to handle SME queries and requests wherein later a new SME ContactCentre team was formed to handle SME profile customers. Handle card disputes as per requests received from agents and internet baking team. Monitoring the activities and set Objectives for customer feedback. Responds to complex or ambiguous situation without losing focus of key objectives. Shares relevant information to help others understand and support business objectives. Train the call centre agents on the new process to be followed and about the campaigns & promotions offered to the customers periodically.