Ravee Bhattia

Experience

• 

  National Bank of Dubai

  Apr 2003 - Feb 2009

  • Handling Merchant queries related to POS (Point of Sale) Machines• Acquiring new clients over the call based on the lead provided by the Merchant team • Preparation & Analysis of weekly target reports for showing to Regional Sales Manager• Identified trends stemming from complaints and feedback and communicate the same to Senior Management to prevent fraud and business practices• Identify the reason for the closures and resolving core issues in the interest of customers and businesses. Show less

  • Associate Officer

    Jan 2007 - Feb 2009

  • Assistant Team Leader - Call Centre & Authorization Department

    Jan 2006 - Dec 2006

  • Call Centre Agent – Call Centre & Authorization Department

    Apr 2003 - Dec 2005
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  Emirates NBD

  Feb 2009 - Apr 2021

  • Responsible for product prioritization, liaising with business stakeholders, and working closely with technical scrum teams to deliver new features and experiences to the customers. • Managing 4 different stakeholders (UAE, KSA, EGP, INDIA) to achieve signoffs based on their online request and delivery• Introduced update of the email address and mobile number via mobile platforms to improve customer experience • The role required to work with internal customer experience, risk, cybersecurity teams to mitigate the technology risk foreseen by stakeholders• Develop solutions, including requirements and interface definitions, to implement corrective actions and resolve complex technical issues and problems• Proactively monitor outstanding problems and their status to facilitate the introduction of corrective measures• Execute analysis and appropriate research to identify thematic issues, uncover the true root cause and prioritize problems for resolution Show less • Implementation of the Siebel CRM in all the branches & departments in the UAE, which includes customized viewing for branches & departments. • Single point of contact between branches and IT for requirement gathering and implementation• The only point of contact for creating user guides and videos for internal stakeholders for Siebel CRM• Single Point of Contact for implementing Service Ambassador application with the bank• Trained over 500+ staff members which included back office, front end users, and operation managers • Provide observations and insights into error causes leading to sustained process improvements• Design and execute test cases Show less Acting on the 1st level to resolve clients’ complaints, ensuring that top priority is afforded to the issues or needs of the blue-collar customers• Point of contact for sales coordination, training, and product policy updates, MIS, customer complaints.• Implemented scanning of customer documents, corporate clients based provided by the clients • Introduced new processes of handling queries – field visit, cold calling & personally meeting clients to ensure they are clean on anti-money laundering & other activities.• Handling the daily operations related to Wage Protection System (WPS) queries, Sales, Customer queries, and emails from Corporate departments• Assistance on Product Pricing & Portfolio Profitability for the Corporate Prepaid Card. Show less

  • Product Owner - Online & Mobile Banking

    Jun 2019 - Apr 2021

  • Asst Manager - CRM Operations

    Feb 2013 - Jun 2019

  • Asst Manager - Payment Services

    Sept 2011 - Feb 2013

  • CRM Analyst

    Feb 2009 - Sept 2011
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  Tata Consultancy Services

  Aug 2021 - now

  Project Manager