Richa Dharna

Experience

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  Coral

  Apr 2009 - Jun 2010

  Customer Support Assistant/Cashier

  • Meeting and greeting the customers in the shop.• Accepting bets from the customers and processing them on the computerised till.• Settling and paying out winnings.• Cash handling.• Sometimes, managing the shop in the absence of the shop manager (as per requirement).

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  Experian (UK) Ltd.

  Jun 2010 - Feb 2012

  Customer Service Representative

  • Explaining the CIBIL/credit report to individual customers (also handle queries like why the customers have been turned down for credit and how to improve their chances of getting credit).• Handling credit report disputes by raising queries with other departments to get the customers’ credit report updated correctly, who in turn contacted the relevant financial institution/banks on behalf of the customers.• Used software like Customer Service Tool, Mainframe, and Portal. • Handling call time and productivity targets.• Up-selling other company products, wherever needed.• Training new people in my team; working as floor walkers as per business requirements. Show less

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  Barclays Global Service Centre Pvt Ltd

  Oct 2013 - Apr 2015

  Process Advisor

  • Assisting customers with their online and mobile banking queries like login, funds transfer and so on.• Handling call time targets and meeting customer experience survey targets.• Handling customer complaints.

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  Barclays Global Service Centre Pvt Limited

  Apr 2015 - Sept 2016

  Analyst - Debtor Underwiter

  • Making credit decisions on the basis of debtors’ credit rating, ledger and payment experience.• Dealing with queries of the business relationship managers and of the customers.• Checking adverse payment information.• Liaising with the bank's insurer for the credit decisions via email and phone.• Completing debtor assessments for the prospect and existing customers.• Meeting deadlines for returning debtor assessments and answering relationship manager queries.

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  Barclays Global Service Centre Pvt Ltd

  Sept 2016 - now

  Team Manager

  • Managing a team of 15-20 individuals• Managing absenteeism, new joiners, and attrition• Handling queries and complaints from clients (who are based out of both India and the UK)• Ensuring monthly team SLAs are met at all times• Reviewing team’s quality of work on a monthly basis• Capturing team statistics for monthly/quarterly/half-yearly/annual business reviews• Stakeholder management• Conducting training for other members of staff with important internal training related to Risk Framework Show less