ABHISHEK SHARMA

• Loyalty Programme setup and partner management for SBIC-Air India, IRCTC Co-brand cards to deliver seamless customer experience
• Complaint analysis to identify challenges and devising strategies to reduce customer complaints by raising BRD and FRD with IT to patch any development areas post necessary stake holder approvals.
• Setting up new processes and testing of same for new Co-brand partners to enhance customer experience.
• Process documentation of new devised SOPs.
• Conducting self Audits to analyze technical bugs in testing environment.
• Strategy building with Co-brand partners for new customer acquisition via various online and offline platforms to maximize enrollment of the customers.
• Assisting Product team in creating Value proposition and new partner alliances to increase market penetration.
• Setting up business rules, KPIs, escalation matrix and general process flow for various reward related goals ensuring smooth transition in customer journey at every step
• Website updates of new developments in a particular Co-brand credit card to ensure customer is aware of updated TC's and FAQs.
• Train the trainer about all the benefits of Product provided to a Co-Brand Credit Card holder for FPOC resolution and Revising Product PPT as per new development in the product.
• Partner Reconciliation Process to reconcile all partner files between SBIC systems and partner interims of Point - Reward Redemption, Reward Accrual, Refund and Purchase which has financial business impact.
• Offer Fulfillment : Responsible for fulfillment of the Transaction spends, Airmiles Transferred and Welcome Offer so there is customer and business impact.
• MID Upload Process : Responsible for uploading the MID's of Air India & IRCTC for ensuring smooth functioning of Accrual and Redemption of points to customer account and reduce complaints.
• Liaison with Finance/Sourcing team for Partner/vendor/aggregator payments & with Marketing ,CS, Brand Legal, Risk for process or communication related changes/modifications Exploring and providing key solutions on all new business opportunities from setup perspective-starting from system level setups, understanding multiple linkages across Vision Plus Mainframe & Oracle CRM, billing process for partners within pre-defined SLAs.

• Day to day query resolution, with upward escalation of more complex queries to the management team.

• Report issues and concerns as soon as possible to SMEs/ team leaders/ managers etc. in time and with complete information, in which effort is made to prevent or limit possible damage.

• Thorough solution of queries & identify improvements to processes Maintain effective performance by being adaptable and positive in approach to dynamic business circumstances, questioning procedures and proactively seeking solutions.

• Work with the Team Manager and support and on day to day operational requirement

• Work with the onshore and offshore teams to prioritize transactions that needs to be turned around on exceptional basis.

• Work with Team Manager and take joint responsibility for the control the workflow to ensure process efficiencies are achieved, team performance is optimized, Service Level Agreement are met by ensuring productivity and accuracy measures are in places,

• Configuration of Cisco IP phones in CUCM cluster and recording the task details in ITSM tool for clients like Bank Of America, British Petroleum and HSBC.
• Drive for continuous learning, results orientation and teamwork for MACD (Move Add Change and Delete)
• Allocation of Service requests raised by Blackbox team and BOA/BP/HSBC employees for Cisco IP phones to all the team members.
• SPOC of any ADHOC requests and delegation of the same to the respective team and keep a track of of the progress.
• Handling Incidents, Problem & Escalation
• Troubleshoot High Severity incidents, problem & provide proper RFO/ RCA.
• Acting as a SME for the process to new team members and training them for their respective KRAs.

• Key Account management of clients like Parliament House, 5 Star hotels, Food manufacturing like Coca Cola, Haldiram's.
• Induction and Training of new Franchisee /Service Centre staff towards products and services. Ensuring adherence of the technical team as per the SOPs while delivering services
• Identifying & developing Business Development Associates and acquisition partners for the company and ensuring a healthy relationship amongst both
• Planning and supervising the daily activity of staff at the Point of Service (POS)
• Monitoring Material consumption on daily basis. Ensuring the consumption to be recorded in the system without fail.
• Assisting Sales team in getting Technical pitches for Corporate /big accounts .Doing Technical inspection and assisting in making the quote.