Ashish Sharma
Moradabad
Summary
Process Lead with proven success in team management and process optimization. Achieved Gold and Silver ovations for driving automation, enhancing customer service for over 15K clients daily.
Overview
16
16
years of professional experience
Work History
Process Lead
RBS Business services Pvt Ltd
Gurugram
10.2020 - 11.2022
- Managed team of 10 members to ensure efficient process workflows and meet project deadlines.
- Coordinated team training sessions on best practices and workflow optimization.
- Managed daily operations to ensure adherence to quality standards.
- Gave detailed day-by-day directions on production targets.
- Collaborated with stakeholders across the organization to identify potential process improvements.
- Won Gold and Silver ovation for the automation of processes related to loan out of line, resulting in catering to more than 15K customers daily.
- Assisted engineers in developing, building, and testing products.
Senior Process Associate
RBS Business services Pvt Ltd
Gurugram
01.2014 - 10.2020
- Involved in the debit card reconciliation process.
- Taking care of the MasterCard and Visa card reconciliation process, along with handling ATM and POS-related complaints as chargebacks.
- Instrumental in the closing of the process as the bank decided to shut down its Indian operations in the year 2017.
- Won a bronze ovation for streamlining the Mastercard reconciliation process.
- Then, I moved to the business loan for commercial and business banking customers in the UK operations.
- Responsible for loan out-of-line process due to non-payment and incorrect payment toward loan by the customer.
Process Associate
RBS Business services Pvt Ltd
Gurugram
10.2008 - 12.2014
- Involved in the migration of the credit card process since joining from a third-party vendor to RBS Business Services.
- Taking care of payment-related complaints from credit card customers, I managed over 150 complaints daily.
- Responsible for reconciliation and upload of credit card payment files received from different locations across PAN India at EOD.
- Instrumental in the migration of the process to another bank, as the bank sold its credit card portfolio to another bank in the year 2014.
Collections Agent
Citi Group global services
04.2007 - 10.2008
- Managed customer accounts to facilitate timely collections and reduce delinquencies.
- Communicated effectively with clients to resolve payment disputes and inquiries.
- Documented interactions accurately in the system for compliance and reporting purposes.
Education
Bachelor of Science - Mathematics
Hindu College
Moradabad12-2006
High School Diploma -
KCM School
Moradabad03-2002
Timeline
Process Lead
RBS Business services Pvt Ltd
10.2020 - 11.2022
Senior Process Associate
RBS Business services Pvt Ltd
01.2014 - 10.2020
Process Associate
RBS Business services Pvt Ltd
10.2008 - 12.2014
Collections Agent
Citi Group global services
04.2007 - 10.2008
Bachelor of Science - Mathematics
Hindu College
High School Diploma -
KCM School