Amar Jyoti Mili
Guwahati
Summary
Seeking a challenging career, I aspire to reach through my determination, dedication and hard work. To have a career that offers me value addition, learning and liberty to develop and apply new ideas, which can contribute for the development and sustainability of organization and also put me into the fast track road of my personnel prosperity in post, position and economic standing.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Customer Support Specialist (Wealth & Trading)
Revolut
Remote
3 2024 - Current
- Assisted customers through chat in resolving issues related to Stocks, ETFs, Bonds, Crypto and Commodities
- Providing information about products and services
- Achieved a total KPI of 126% in Q2 customer which included Customer satisfaction rating, Quality, FCR and NPS
- Supports new team members on chat support protocols, company policies & Procedural doubts
- Analyzed available support resources to identify errors and recommend improvements to the support process.
Team Manager
HSBC Electronic Data Processing
Bangalore
12.2020 - 08.2023
- Performance Management and coaching- Setting Objectives for the team and conducting regular 1 to 1s and do weekly and monthly reviews
- I would also be conducting regular coaching and feedback sessions
- Train the team on new procedures and new processes
- Coach individuals on their KPIs
- Provide feedback on their performance
- Do Quality checks
- Ensure that the team meets all the set parameters
- Discuss performance improvement plans Do Monthly & weekly checks
- Send daily reports Conduct team meetings
- People Management- Manage the leaves for the team Responsible for stakeholder management Manage conflicts within the team
- If required conduct employee discussions on difficult topic Organize team actives to build team bonding
- Also address grievance and feedback
- Risk Management- Conduct check and control any misuse or misconduct within the team where I would look at short chats to make sure the chat were not disconnected intentionally and do regular audit like BMM audits to ensure that no unnecessary change are made to cust's profile
- Driving towards good Conduct- Discuss values of HSBC and integrating them in our day to day working Supporting the growth of business-Team Support, deal with escalations, attend team meetings with DM and also bench marking with the structural coaching team
- Administrative Tasks- Updating trackers for OT Night Shift allowance, holiday pay if applicable.
Customer Service Executive Escalated Complaints
HSBC Electronic Data Processing
Bangalore
12.2019 - 12.2020
- Working on complaints received by both secure and unsecure messaging service
- Resolving complaints or Raising complaints for further investigation, depending on the message received by unsecure email without any error
- Responding to customer's general enquiries received via Secure Message or Unsecure Message
- Ensuring that SLA is meet for each case assigned to me
- Ensuring that target for the day is meet without misses
- I was a part of MMX complaints pilot team.
Customer Service Executive
HSBC Electronic Data Processing
Bangalore
02.2018 - 12.2019
- Identification and safeguard: Handling calls related to everyday UK retail Banking Vigilance- Being vigilant for unusual activities on the customer's account Dealing with fraud on the accounts, flagging up suspicious transactions, placing stop on accounts, tracing the source of funds of high value transactions
- Handling complaints Providing support for digital banking - Assisting customer's to apply for various accounts, credit cards, loans and mortgage and keep a tab on their day to day transactions and troubleshooting for uninterrupted personal internet banking
- Providing financial guidance- Review the customer's account to understand their need of support financially, by advising the fare-fee policy
- Guide them to maintain their account when the account is in arrears.
Team Leader Trainee- Operations (AT&T)
Convergys India services private limited
Bangalore
01.2017 - 08.2017
- Motivating the team to achieve the sales numbers and targets
- Dealing with and resolving the problems and issues which arise
- Monitoring and reporting on performance targets
- Coaching and skill building the team to exceed expectations/Target Coaching and motivating the Team to exceed their expected performance
- Analyzing opportunity and areas for improvements and arriving at a strategic plan to minimize those
- Managing Key client metrics like Quality, Compliance and CSAT and also business metrics like Attrition and AHT.
Sales Associate I (AT&T)
Convergys India services private limited
Bangalore
09.2015 - 12.2016
- Processed payments
- Handled billing calls pertaining to customer accounts and upselling products
- Handled technical calls
- Floor walked and handled escalated calls
- Trained new employees.
Associate
INDECOMMGLOBALSERVICE
Bangalore
04.2014 - 05.2015
- U.S tax calling and search for U.S Mortgage
- Making tax charts for US customers.
Education
High School Diploma -
05.2006 - 05.2008
Skills
Good communication skills and organizational
Previousaccomplishments
- I was awarded the Champions Award for overall best performance in Q1 2019.
- I was upskilled for multiple processes due to my quick learning ability and consistent performance.
- I was promoted to the post of a Team Leader Trainee based on performance within 1 year and 3 months of joining the previous organization.
- Multiple superstar award winners based on excellent performance.
- MVP award winner for Q4 2016.
Educationalqualification
12th Standard Pass
Personal Information
Date of Birth: 01/06/91
Languages
English
Hindi
Assamese
Miri
Disclaimer
I declare that the above information is best to my knowledge and belief.
Timeline
Team Manager - HSBC Electronic Data Processing
12.2020 - 08.2023
Customer Service Executive Escalated Complaints - HSBC Electronic Data Processing
12.2019 - 12.2020
Customer Service Executive - HSBC Electronic Data Processing
02.2018 - 12.2019
Team Leader Trainee- Operations (AT&T) - Convergys India services private limited
01.2017 - 08.2017
Sales Associate I (AT&T) - Convergys India services private limited
09.2015 - 12.2016
Associate - INDECOMMGLOBALSERVICE
04.2014 - 05.2015
Seven Set Annexe - High School Diploma,
05.2006 - 05.2008
Customer Support Specialist (Wealth & Trading) - Revolut
3 2024 - Current
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