Anitha Ramachandran

• Responding to emails of high profile customers
• Training new joiners on country specific procedures
• Resolved customer complaints, ensuring customer satisfaction on behalf of AMO
• Completed Ad-hoc tasks like floor walking for AMO.

HSBC-EDPI - Customer Service Representative -GLCM UK Helpdesk

(9th Feb 2017-Nov 15 2021)

Job Objectives:

• Delivering high level of customer service and providing solutions and assisting to create payments on HSBC platform and educating customers about other services on HSBC net platform for easy navigation
• Ensuring service level agreement are met and exceeded

Additional Responsibilities undertaken:

• Mentoring new joiners to go live on calls
• Formatting complaints and raising it on respective application

• Handling inbound calls with regards billing of their Broadband, Cable and Phone line connection
• Managed over 50 customer calls per day.
• Offering various packages to customers to suit their needs
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Performed and Process Orders on daily basis for Ethernet connection

Conduct daily huddles regarding latest process updates
Training the new batch with all modules and mentoring them to be on production at earliest.
Spot Checks done on weekly basis to ensure advisors are following the best practices.
Coaching the non-performing advisors and ensuring they are performing well.
Peer to Peer auditing of orders for non-performing advisors
Sharing best practices of process with the advisors

• Providing motor quotes to agents
• Checking status of policy and reverting to agents
• Clearing info pending cases / discrepant cases
• Creating new agents code and arrange licentiate exams
• Maintain tracker for Agents license renewals
• Handling customer complaints and agents query
• Supporting back end operations
• Maintenance and provide commission statements and records.

• Handling customers, who walk in to invest, renew and redeem their deposit
• Taking care of the Quality to give the best service to customers and adhere to organizational policies
• Ensuring Customer Service on incoming calls by handling different queries of the customer if they wish to renew, pre-close the deposit
• Collecting for 15G/H for non-deduction of TDS.

• Handling inbound calls with regards to claiming on the motor vehicle insurance policy
• Taking care of the Quality to give the best to customers and adhere to organizational policies
• Ensuring Customer Service on calls by handling different queries of the customer like advising of company garage detail as to where they could repair the car & various other queries related to policy.

Delivered high level of customer service while providing financial advice to customers with overdue credit card payments

Provided solutions and offered payment options while ensuring that risk of bad debt was kept to minimum

Ensured service level agreement were met and exceeded

Additional Responsibilities undertaken:

Successfully trained new recruits with effective and smooth transfer of knowledge within short span of time

Handle difficult queries and escalated calls on behalf of Assistant Manager Operations (AMO)

Delivered regular feedback to associate on various quality parameters

Resolved customer complaints, ensuring customer satisfaction on behalf of AMO

Completed Ad-hoc tasks like floor walking for AMO.

Answered product and service questions, suggesting other offerings to attract potential customers

Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions