Vijay Sharma

Experience

• 

  T-Mobile

  Apr 2004 - Nov 2004

  Sales Representative
• 

  Barclays

  Nov 2004 - Jan 2015

  • Personal Banker

    Jan 2004 - Jan 2015

  • Cashier

    Nov 2004 - Nov 2005
• 

  Barclays

  Apr 2015 - now

  To provide excellent service to the bank’s corporate clients. Utilising available tools and resources to handle servicing requests and general queries from clients in the most efficient way.Ensure all client interactions are completed in a professional manner with client and company needs at the forefront allowing an accurate service to be delivered.Use of own initiative to provide high-speed resolution of queries engaging with various teams across the wider Barclays group. Embrace the empowerment this role affords and ensue necessary proactive contact is made with client ensuring an informed and value add conversation.Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards. Show less As a Specialist Customer Care colleague I serve the more complex needs of our customers. This role required me to build expertise in our products, policies and processes, so that they can support and deliver the right outcome for our customers in the right way. Working as one team across multiple channels, the role personalises each interaction with a customer, ensuring the best possible experience is delivered at all times. Core Objectives & Duties Be proactive in understanding the short, medium and long term customer needs and seek to provide personalized and effective outcomes for the customer and the bank at the first point of contact, handing off to the relevant experts where appropriate. Perform detailed and complex analysis on complicated customer queries in order to resolve the customer’s issue, concern or query to improve customer outcomes and add value. Develop relationships with customers and continuously exceed customer expectations by providing excellent customer service, adapting their style and approach to best suit the customer they are supporting. Work across multiple channels and conduct their role effectively whether using Video, Chat, Telephony, Social Media or Face to face communication Plan and organize their own time and be able to work unsupervised and make decisions independently. Adopt a values based approach when dealing with customersClearly communicate with other business areas as required to ensure great customer outcomesEnsure that all activities and duties are carried out in full compliance with regulatory requirements whilst adhering to relevant Policies & Standards - outlined in the Code of Conduct and mandatory training.Ensure vulnerable customers are identified and supported appropriately. Correct use of internal systems to ensure that a customer’s records are accurately maintained and are up to date Proactively identify learning opportunities and Be proficient in all aspects of money management. Show less I worked as a Digital Coach with the regional team to increase digital adoption across all Omni channels within the bank. I coached and developed leaders with their digital capabilities within my two area’s Enfield and Romford and Essex in the East region. Within this role, I was responsible for my own professional development needs and have clear focus on coaching skills in order to share with my stakeholders.Objectives & Duties Provide detailed technical information and share my knowledge and skills to ensure that colleagues can discuss digital adoption with other colleagues and customers; Regularly review progress against digital adoption activities and the digital up-skilling my assigned areas; Planning and organise coaching and development sessions with colleagues and leaders on a 121 or group basis; I supported the development of digital adoption amongst customers through various events and workshops; On-going monitoring of action plans and support the implementation of actions in collaboration with the regional performance manager and regional performance director; Keep up to date with the latest social media applications and understand how it can be applied for our business and customer; Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards. Show less

  • Client Experience Partner

    Oct 2022 - now

  • Customer Care Specialist Advisor

    Feb 2020 - Oct 2022

  • Operational Leader (Secondment)

    Apr 2019 - Feb 2020

  • Assistant Manager

    Feb 2017 - Apr 2019

  • Digital Coach

    Apr 2015 - Feb 2017