Kasim Sayed Email & Phone Number

Mumbai, Maharashtra, India

India

India

Mumbai, Maharashtra, India

Email Management Team (EMT) Identification of queries and transfer the same to relevant teams. Respond to customer first contact resolution mails as per agreed business TAT  To ensure 100% adherence to laid down process while responding to customer mails Responsible to provide complete and accurate resolution to customers, to achieve the overall objective of Customer satisfaction.  To identify business opportunity by post resolution customer relationship… Show more Email Management Team (EMT) Identification of queries and transfer the same to relevant teams. Respond to customer first contact resolution mails as per agreed business TAT  To ensure 100% adherence to laid down process while responding to customer mails Responsible to provide complete and accurate resolution to customers, to achieve the overall objective of Customer satisfaction.  To identify business opportunity by post resolution customer relationship management.  Quality Monitoring: To complete monitoring as per the timelines specified Keep team updated on the Product and Process knowledge through team huddles. Share the MIS on write back analysis with the senior management. Release of Quality MIS for the team. Track the cases escalated to the next levels and prepare the Root cause analysis for escalated cases. Ensure to release the MIS for the above. Review the write back cases and complete the analysis on the same. To also share the feedback with the team members in case of any increased percentage in the same.  Product Process Test / Refresher training: Conduct Product and Process tests as per the frequency and release the monthly MIS for the same. Identify areas where refresher training needs to be conducted and conduct the refresher training  Audit / Compliance Adherence: Ensure all laid down system and process are followed as stipulated by Audit and Senior Management Monthly / Periodic Verification of Auditable items and publish to senior management. Quality checks on service call outs and cross sell post resolution. Conduct quality checks on service call outs made, to ensure customer query is addressed accurately  Conduct quality checks on cross sell done over call (during service call out) to ensure complete adherence to the standard scripts and the laid down guidelines. Show less

Mumbai

Citibank Credit Card Operations Support Rendering services to Citibank credit card customers and ensuring satisfactory resolution to all the queries of the customers. Displaying complete onus to the customers query/issues. Delivering service with requisite courtesy and accuracy. Cross selling/upselling on set products such as balance conversion, loan on card, EMI conversion, health insurance etc on credit card usage. Ensuring process efficiency by achieving set… Show more Citibank Credit Card Operations Support Rendering services to Citibank credit card customers and ensuring satisfactory resolution to all the queries of the customers. Displaying complete onus to the customers query/issues. Delivering service with requisite courtesy and accuracy. Cross selling/upselling on set products such as balance conversion, loan on card, EMI conversion, health insurance etc on credit card usage. Ensuring process efficiency by achieving set targets of call. Quality handling of the entire credit card operations. Handling customer dispute cases such as frauds on cards and ensuring end to end support and closure of dispute cases. Drive Sales of Credit Cards Accomplishes Sales objectives by training, coaching, counselling the team of executives.  Managing relationship with the customers by using customer engagement skills helps determine the needs of the customers and help make the card most preferable. Accomplish sales and organization mission by completing related results as needed. Work closely with unit manager to achieve targets and all parameters set by the company. Conduct trainings on operations and customer service to new members of the team. Preparing daily workload and co-ordination of allocation of work. Supervision and handling team of executives managing credit card support services and maintaining their quality, TAT and productivity targets. Understanding regulations, administrative responsibilities in managing day to day operations. Show less

Mumbai, Maharashtra, India

 Assisted customers with their queries and problems by phone and email Established and maintained contacts with new and old customers. Achieved set targets in stipulated deadlines Give accurate and appropriate information, resolve complains and troubleshoot issues. Worked with appropriate departments to ensure changes

Bachelor Of Accounting And Finance, Accounting And Finance

High School Diploma