Jamshed R.

Experience

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  Tata Consultancy Services

  May 2008 - Jul 2008

  Process Associate

  Handled customer queries and discrepancy regarding all company products. Liaison with customers via email to maintain good relation and ensured them a pleasurable experience with the company.

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  Intelenet Global Services Ltd

  Jul 2008 - May 2010

  Fraud Analyst

  My job description includes keeping complete check for detection and prevention of frauds through calls being received from customers regarding large amount and high risk transactions. I have obtained detailed training in detection and prevention of fraud relating to customer accounts and also received soft skills training which mainly include telephonic manners.

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  Hutchinson 3 Global Services Pvt Limited

  May 2010 - Sept 2010

  Business Care Advisor

  Handling customer queries regarding billing, having empathy for the customer’s situation, handling complaints, processing orders, forms, applications and requests, communicate and coordinate with internal departments, follow up on customer interactions and also assuring a delightful experience with the company.

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  InvitaBahrain

  Oct 2010 - now

  Team Manager

   Supporting the teams comprising of 300 advisors & 15 team leaders. Liaising and interacting with the Client on aspects of team performance and management. Liaising with the team leaders & Head of BPO on the aspect of team management. Monitoring team as well as individual level performance. Liaising with the Quality team on the Call Quality performance of the team. Supporting the management & the client on overall team performance. Driving implementation of new procedures & guidelines with the help of the team leaders. Driving performance improvement initiatives across with the help of the team leaders. Managing operations daily and ensure stability of workflow. Handling client complaints and needs and ensuring clients satisfaction. Implementing operational policies and procedures. Managing and controlling the team and ensure adherence / consistency to the service levels and KPI’s of the business being achieved. Ensuring full compliance to the companies rules, regulations, standards, internal policies and procedures. Ensure employees knowledge in client’s products and services and provide the required training. Show less