Online Reputation Management

Non-performing Asset Management & bad debts recoveries for banks in UAE & GCC countries.Coordination with bank and Sublet Agencies located across the globe.Ensures that adherence to Quality Standard and performance of Recovery Department staff are maintained in line with the laid down policies & procedures of the Bank/organization.Ensures that periodic checks on margin and collateral valuations in respect of customer risk exposures are carried out.Collection Performance of the team and Administration Responsibility for goal attainment with an overall collection performance for the departmentPerforms special/targeted recoveries as directed by the Senior Management and complete reports on the performance of Dept.Taking escalation of customers and following up with them to make payments.Being awarded as the best performer from Mashreq Bank UAE for the month of Feb 2011.

Handling two processes - Tata-AIG & Shoppers Stop.Conduct briefings sessions for the team before & after the shift on their daily stats.Conducting one-to-one sessions, call barging, Coach 123 & feedback.Handling training agents and providing them with ‘on-the-job training’.Preparing daily operations & client’s reports with uploading data in Customer Relationship Management (CRM)Preparing Monthly Business Review (MBR).Direct Interaction with clients.Responsible for productivity, attendance roster & achieving client targets for both processes.Responsible for process improvement by identifying the gaps in the work pattern & preparing an action plan for it.Controlling attrition and maintaining adequate staffing as per the process requirement.

MIS on MS-Excel with Deutsche Bank Customer care unit (CCU).Collating all the emails from the customer-care inbox and distributing them to the proper action group.Preparing Global complaints report as per the TAT and the mail type.Sending customer the dispute form, the customer's EMail statements.

Handling the Team in the absence of the Team Leader with assisting new team members.Handling Training Agents as a “Team Coach” & preparing daily operations reports for the team.Handling inbound customer calls with utmost patience and responsibility.

Handling the Team in the absence of the Team Leader with assisting new team members.Handling Training Agents as a “Team Coach” & preparing daily operations reports for the team.Handling inbound customer calls with utmost patience and responsibility.