John Marcus Email & Phone Number

Chennai, Tamil Nadu, India

Planned, Executed and controlled assigned projects, ensuring work performed complied with contractual requirements. Sourced additional resources and staff to meet timeline demands. Performed independent analysis and provided recommendations to over come project obstacles. Adjusted project plans to account for dynamic targets, staffing changes and operational specifications. Managed daily stand-up team meeting. Provide team with coaching and direction. Sync up with… Show more Planned, Executed and controlled assigned projects, ensuring work performed complied with contractual requirements. Sourced additional resources and staff to meet timeline demands. Performed independent analysis and provided recommendations to over come project obstacles. Adjusted project plans to account for dynamic targets, staffing changes and operational specifications. Managed daily stand-up team meeting. Provide team with coaching and direction. Sync up with manager weekly to provide detailed project report and milestone updates. Monitored progress and examined risks of various projects, including setting forth contingency plans. Engage with ATL team on weekly for product enhancement & complaints. Show less

Chennai

• Managed deliverables & SLA for entire payment gateway operations. • In charge of teams which includes CS, CRM, Quality & Tech support. • Customer onboarding & integration. Same day activation (First in industry). • Creating SOP’s to manage cross department operations within committed SLA’s and monitoring these SLA on monthly basis. • Design quality parameters and align them with the team for professional approach with the customers. • Organizing monthly team meeting to… Show more • Managed deliverables & SLA for entire payment gateway operations. • In charge of teams which includes CS, CRM, Quality & Tech support. • Customer onboarding & integration. Same day activation (First in industry). • Creating SOP’s to manage cross department operations within committed SLA’s and monitoring these SLA on monthly basis. • Design quality parameters and align them with the team for professional approach with the customers. • Organizing monthly team meeting to provided status update covering SLA, RCD, RCA, Quality Assurance & team performance. • Monthly review with management to update on team performance, process improvements, automation. • Improved the operational systems, process and policies in line with organizations mission specifically for better customer satisfaction, detailed reporting and error free internal work flow. • Managed escalations, approvals & resolutions to maintain overall customer satisfaction. • Ensure the revenue targets are achieved by customer retentions & process improvement. • Round the clock monitoring system, (24/7) transactional data of process and success rates and constantly work on improving these rates (Revenue generator monitoring). Show less

Chennai Area, India

• Implemented new working processes that delivered continued improvements.• Coached team members in customer service techniques, providing feedback and encouraging them to reach their potential.• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.• Effectively managed a high-volume of inbound customer calls.• Addressed and resolved customer product complaints em-pathetically and professionally.• Evaluated &… Show more • Implemented new working processes that delivered continued improvements.• Coached team members in customer service techniques, providing feedback and encouraging them to reach their potential.• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.• Effectively managed a high-volume of inbound customer calls.• Addressed and resolved customer product complaints em-pathetically and professionally.• Evaluated & prepared reports and communication for senior management and clients on weekly & monthly basis.• Managed high call volume with tact and professionalism.• Conducted performance reviews for all customer service representatives to reduce resolution time and improve customer satisfaction rates.• Analyzed call volume and average call time to monitor Customer Service Representative Performance and productivity Show less

Chennai Area, India

• Adhere customer inquiries on whole sale & retail banking products.• Documented all customer inquiries and comments thoroughly and quickly.• Referred unresolved customer grievances to designated departments for further investigation.• Answered customer questions about product features, card blocking, loan lending procedures.• Educated customers about the brand to incite excitement about the company’s mission and values.• Recognized and rewarded outstanding work performance… Show more • Adhere customer inquiries on whole sale & retail banking products.• Documented all customer inquiries and comments thoroughly and quickly.• Referred unresolved customer grievances to designated departments for further investigation.• Answered customer questions about product features, card blocking, loan lending procedures.• Educated customers about the brand to incite excitement about the company’s mission and values.• Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture (Balance Transfer Topper 2010). Show less