David John Ferreira

July 2020 - Till Date - Team Leader, BT Group Consumer Billing:

⮚ Lead the transition of BCM Online (Business Credit Management) work from Wipro Philippines into Kolkata and setting up the pilot batch of 28 resources.

⮚ Calibrating with onshore stakeholders and process owners on best practice sharing and training and development plan in order to implement a smooth transition discussing and providing an update on daily progress.

⮚ Leading the successful launch and completion of Phase 1 of BCM online involving setting up direct debit and achieving 100% delivery of meeting SLA for the entire run of the project.

⮚ Successfully lead the complete transition of the final Phase for BCM Online collaborating with Wipro counter paths during parallel runs

⮚ Setting up the first governance and performance framework for the process in line with organizational goals to measure advisor KPI's and also planned and prepared the approved SOP for the process

⮚ Part of ongoing automation process -Project Unify sharing inputs and ideas for reduction of manual work and streamlining automation in allocation and reporting.

⮚ GCB Collections owner for collating documents and driving adherence towards ISO 27001 upcoming audits for 2021-22 July 2019

June 2020 Team Leader , BT Enterprise Customer Services

⮚ Aligned to BPM (Business Provisions Management) Voice team tasked with customer support and order management.

⮚ Focused coaching and performance management by implementing effective D communication and conversational tools

⮚ Driving KPI's and deliverable which includes maintaining NPS, ASAT, repeats and transfers as per aligned targets for the business in line with stakeholder and partner managers expectations. July 2019 - June 2020.

Team Leader BT Consumer: 1st July 2018 till 30th June 2019:

⮚ Responsible for managing a team of around 30-35 team members and managing their performance through coaching and weekly reviews.

⮚ Aligned to manage digital care chat team dealing with live customer support and on hands complaint resolution in BT Consumer.

⮚ Played a vital role in the launch and transition of Employee Options Team pilot batch dealing solely with BT employee and staff product related queries and issues.

⮚ Awarded Best Team 2018-19 for excellent performance.

June 2016 - June 2018 Subject Matter Expert, BT Consumer

⮚ Supervisory role handling a team of a 20-25 associates.

⮚ Delegation of tasks and distribution of work allocation within the team.

⮚ Providing coaching, feedback and performance reviews.

⮚ Dealing with high level customer escalations and complaints.

⮚ Expertise knowledge in product and process with service excellence. ⮚ Preparing daily, weekly and monthly reports on team performance.

December 2014 - May 2016 Associate, BT Consumer

⮚ Designation Associate at customer care level.

⮚ Advisor for BT Consumer: UK Telecommunication process.

⮚ Dealing with complaints and escalations resolutions by providing excellent customer service.

⮚ Order management and customer support dealing with enquires, order management, supplier delays, track and trace and data integrity issues .

Job Roles:

1. Service Manager

⮚ Primary focus on efficient and accurate customer service

⮚ Conducting impromptu trainings for branch staff on compliance and banking protocol and procedures.

⮚ Maintenance and recording of branch and other banking reports for annual internal audits.

⮚ Implementing refreshers training for staff and ensuring complete adherence to the same.

⮚ Account Opening : Enhancing customer relationships by opening new accounts for customers and thereby increasing client base for the bank

⮚ Providing quick and efficient resolutions to customer queries and complaints

⮚ Preparing various reports and internal MIS sheets for branch verification. Ensuring timely submission of all said reports to relevant departments on monthly basis.

⮚ Assisting in resolving high issue escalations.

⮚ Helping customers attain a wide variety of banking products like debit cards, credit cards, internet banking, cheque books, foreign currency transactions , Locker facilities etc.

2. Personal Financial Manager:

⮚ Achieving sales targets through efficient and diligent customer service.

⮚ Providing a solution to customers financial needs by providing the customer with a host of options from a wide range of banking products

⮚ To give customers access to all services and products relevant to his banking requirements and at the same time focusing on enhancing customer’s banking relationship.

3. Locker Custodian

⮚ Opening new locker accounts and surrender of old locker facilities in the branch for customers.

⮚ Handling the daily access and exit of customer for their safe deposit lockers.

⮚ Preparing Daily, Weekly and Monthly reports and MIS relating to the use of locker facilities.

⮚ Solely responsible for all tasks relating to safe deposit locker at the branch including settlement of legal issues like dispute, lock break open etc.

⮚ Customer Care Executive for inbound Banking Process dealing with credit card collections.

⮚ Data Processing for opening accounts from offshore customers.

⮚ Worked under WFM (Work Force Management) Team whose job roles include Monitoring Calls for Voice processes, Scheduling Breaks and Weekly-Offs, Preparing daily MIS reports and other important regular reports etc.

⮚ Processing of Foreign currency transactions relating to any type payment in any currency anywhere in the world.