Samreen Rizvi Email & Phone Number

Bangalore

• Deal with the Teams in Account Maintenance of the ANZ customers all over the world.• Provide high level of customer service to the internal and external customers• Ability to handle, enquiries/issues pertaining to Mortgages by providing cost effective, high quality service within agreed SLA’s and time frames.• Keep a track of the daily work flow. Allocation of task to the analysts as soon as the tasks are received via in-house application.• Make sure that the tasks are done within the suggested TAT• Follow up on the pending tasks from the team and the client. Prompt action on the escalations from the client• Timely response to the client• Manage volume peaks accountable for all aspects of function, own data, systems and applications for all processing and reporting services.• Guide team manager to in day-to-day production planning , queue monitoring and work allocation • Provide back-up support to Team Leader• Requires good knowledge of mortgages, processes and provide SME support to all staff• Compilation of all work at the end of the day in a daily SLA tracker• Importing report from the daily SLA tracker to provide a clear view of the status of all tasks completed and pending• Generation of QA sheet for QA purposes on everyday basis at the end of the day• Resolving queries of team members in process related matters• Report QA errors daily and comply monthly to ensure trends are identified and corrected swiftly• Feedback and coaching to the individuals regarding any errors• Identify risks and compliance issues within division and determine remediation plans.

Bangalore

Worked as a Subject Matter Expert on two months of Secondment for Duplicate Security Team, a new process that I transitioned successfully from Melbourne via Tele-presence training for a week.Roles & Responsibilities as an SME• Work collaboratively with the business to understand training needs, develop and conduct and access trainees to measure effectiveness of training.• Ensure effective cost management of existing and future learning solutions. • Train and develop new entrains to ensure business needs and quality standards can be met. • Undertake contextual training to provide an understanding of the end process and instill customer centric behavior in trainees.• Provide recommendations on the effectiveness of existing learning solution and recommend alternatives where appropriate. • Document and deliver effective training to new and existing members.• Work with the business to promote a collaborative and supportive culture within the broader team, both in Bangalore and Australia.• Ensure effective knowledge transfer during training.• Provide SME support to the team, share information and learning experiences to ensure performance objectives are delivered on a timely basis.

Bangalore

Work as Senior Analyst for Releases team under Australian Operations Fulfillment.Roles & Responsibilities as an Analyst• This job profile was very extensive, risk based, analytical and challenging.• As an Analyst, I managed day-to-day work flow, check for timely deliveries (meeting SLA)• Handled the customer (Security) release request and follow up till end• Detailed account checks for the customer• Had to refer files to third party such as SBO (Small Business Operations), MSV (Mortgage Security Variation) and R-posts (Relationship Managers) depending on the file scenario, so that involves in following up with the department and making sure the file is out on time.• Prepared legal documents for the settlement of the security• Handled Escalations ensuring timely closure of the loans.• Make sure that we as a Bank are not left with any unsecured lending.• Resolved Escalations according to standard procedures and within agreed timelines. • Also was chosen for critical process- Payouts: based on my consistent performance and productivity.• Payout requires a whole lot of attention to details as the team deals with files that are settling in 3 hours’ time. So this requires a lot of crucial details to account transactions.• Our target was to save each settlement booked on a certain day.

• Handled Yahoo! Search Marketing inside Sales advertiser’s accounts with respect to budget, cost and revenue. The management of which ranges from analyzing the performance of the accounts to recommendation right through optimization at the highest level.• Worked in support of the creative management function as well as the account management in direct association with the clients to ensure the dynamic performance of their accounts.• Created New Account proposal for many top advertisers/customers which use to include right from campaign, Ad-Groups, and Ads & KW’s with competitive advantages. • Used to recommend the changes in the campaign performance on a scheduled basis.• Suggestion of budget specifications to advertisers to hold top rank and position on the online display portals of Yahoo! Search Engine.• Recommending new ads, new keywords and corresponding budget requirement for the top advertisers involving the different facets of a Search Marketing tool.

Bachelor Of Arts (B.A.), English Literature (British And Commonwealth)

Intermediate From I.S.C Board, 2005, 1St Grade