Darrell Moniz Email & Phone Number

Pakistan

 Liaison and coordination with respective business to resolve issues of critical customer complaints.  Responsible for monitoring performance levels and preparing overview reports for management.  Carried out Random Quality checks on calls to improve quality, minimize errors and track operative performance. Involved in developing, implementing and reviewing processes to ensure effective delivery of service to customers and analyzing performance statistics for taking timely and… Show more  Liaison and coordination with respective business to resolve issues of critical customer complaints.  Responsible for monitoring performance levels and preparing overview reports for management.  Carried out Random Quality checks on calls to improve quality, minimize errors and track operative performance. Involved in developing, implementing and reviewing processes to ensure effective delivery of service to customers and analyzing performance statistics for taking timely and correct decisions. Tasked to monitor departmental assigned budgets and recommend necessary measures to control costs. Show less

Key Responsibilities: Entrusted with the responsibility of guiding and managing the operations of Customer Care & Retention and creating customer value at each channel.  Monitoring performance standards through Internal Service Measures and resolving complaints of external and internal customers. Preparing multiple MIS for higher management review on customer interaction, team performance and expense effectiveness. Ensuring adherence to Service Level Agreements and Standard… Show more Key Responsibilities: Entrusted with the responsibility of guiding and managing the operations of Customer Care & Retention and creating customer value at each channel.  Monitoring performance standards through Internal Service Measures and resolving complaints of external and internal customers. Preparing multiple MIS for higher management review on customer interaction, team performance and expense effectiveness. Ensuring adherence to Service Level Agreements and Standard Operating Procedures. Identifying skills gap with the team members and planning & conducting appropriate training to achieve improved performance of the Team. Assigned responsibility of development and re-engineering of internal processes to increase effectiveness.  Ensuring expenses in line with the budget and motivating staff through monthly performance recognition. Show less

Key Responsibilities: Carried out training need analysis t and developed in-house technical training workshops. Prepared feedback analysis report to determine the effectiveness of the course/workshop conducted. Ensured expenditure on workshop/courses conducted was in line with the training budget. Accountable for maintaining records of training workshops internal and external for Audit trail purpose. Re-evaluated effectiveness of In-house trainings by conducting mystery shopping… Show more Key Responsibilities: Carried out training need analysis t and developed in-house technical training workshops. Prepared feedback analysis report to determine the effectiveness of the course/workshop conducted. Ensured expenditure on workshop/courses conducted was in line with the training budget. Accountable for maintaining records of training workshops internal and external for Audit trail purpose. Re-evaluated effectiveness of In-house trainings by conducting mystery shopping on a quarterly basis. Evaluated training outlines of external agencies and recommended to the relevant segments of the Bank. Show less

Relationship Manager – Service QualityKey Responsibilities: Identified the areas of improvement in terms of Service and Environment by performing random Quality Checks of the branch on a monthly basis.Manager Operations – Phone BankingKey Responsibilities: Assigned responsibility of improving the operational efficiency and effectiveness of processes. Ensured adherence to the policies, procedures and laid down standards of service quality to increase… Show more Relationship Manager – Service QualityKey Responsibilities: Identified the areas of improvement in terms of Service and Environment by performing random Quality Checks of the branch on a monthly basis.Manager Operations – Phone BankingKey Responsibilities: Assigned responsibility of improving the operational efficiency and effectiveness of processes. Ensured adherence to the policies, procedures and laid down standards of service quality to increase productivityTeam Leader – Phone Banking Assisted the Hiring & Training coordinator in briefing the new recruits on department functionality. Instrumental in innovating and re-engineering processes to exceed customer satisfaction and agent productivity.Online Banker – Phone Banking Involved in performing financial transactions and providing service over the phone, and advising customers of efficient utilization of their available resources. Show less

Diploma, Project Management

Mba, Banking & Finance