Ganraj V Meghraj

• Job Involved Data Analysis and reports
• Coordinating with Different application teams
• Collecting progress of URL change activities
• Managing and updating the stakeholders
• Preparing dashboards on data requested by stakeholders
• Preparing Power point presentations as and when required
• Preparing SOP’s for different activities initiated
• Produced monthly reports using advanced Excel spreadsheet functions.
• Generated ad-hoc reports to evaluate specific business requirements.

• Management information system and Workforce management Officer
• Planned and designed system improvements to meet changing demands.
• Developed diagrams to describe and lay out logical operational steps.
• Installed improvements and adjusted parameters to optimize functionality.
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Collaborated with upper management to drive strategy and implement new processes.
• Analyzed existing systems and databases and recommended enhancements to solve business needs
• Excellent communication skills, both verbal and written.
• Identified issues, analyzed information and provided solutions to problems.
• Job Involved: Management information system
• Billing and invoicing to clients
• Monthly Incentive preparation for the Unit
• Monthly Sales incentive preparation for Clients
• Monthly and Annual Score card Preparation
• Attendance maintenance
• All kind of report maintenance
• Workforce management Officer
• Managing availability of Associates on Shift
• Dealing with Clients and Operations for Productivity
• Daily update connects with clients
• Resource management/ capacity planning as per requirement
• Real time observation on call flow and available agents
• Key Initiatives:
• Automated Incentive file to reduce manual intervention and minimize errors (Green belt project closed)
• Project closed on Availability improvement from 45% to 70%
• Worked on Improving Average handling time and Average call time
• Prepared process documents and Templates for easy action on different tasks
• Worked on improvising incentive plan to align with clients requirement

• (Loss mitigation)
• Job Involved:
• Dialer process to mitigate the loss of Bank of Queensland
• Assisting customers from different portfolio’s such as Virgin Money, Bank of Queensland, Cuscal / Card Services, Dinners Credit Line, Suncorp, Ready Credit, Re- Write & Personal Accounts
• Understanding account information and redressing customer grievances
• In-depth Knowledge about the Citi Cards and other portfolios to assist customer without any hassle
• Account Maintenance on customer’s request
• Maintaining quality
• Ensuring that the daily SLA’S are met to client satisfaction
• Key Initiatives:
• Search Option Excel created for Process information
• Created All letter templates for easy access
• Task taken to reduce wrap target for the entire floor successfully delivered
• Created an Agent challenges Excel for updating real time issues, later to be discussed with clients for correction to improve customer satisfaction
• Participated in staff meetings to discuss innovative strategies to improve services.
• Maintained knowledge on banking products and distribution to provide optimal service support.

• (Credit Corrections)
• IJP movement from High risk bucket 1 portfolio to Shared services & Credit Corrections
• Job Involved:
• Act as a coordinator between the Bureaus of Australia (Equifax, Illion & Experian) and CITI bank
• Credit Inquiry resolutions provided to the end customers
• Investigating Customer’s Credit history and Following up with the Credit Bureau
• Making Synopsis & Observation after investigating the Account details
• Emailing clients and recommending necessary actions to be taken on an account
• Coordinating with the Bureaus for Default removal, update, Based on Clients approval
• Maintaining Transparency between the clients and the Bureau's
• Maintaining Trackers and regular Follow Up’s with the clients and the team
• Ensuring that the daily SLA’S are met
• Key Initiatives:
• Taken initiative to make Corrections Easy Excel file enabling smooth functioning and a lean project to conserve time and avoid confusions
• Mentoring Junior’s
• Aiding in developing the process.
• Mentored and guided employees to foster proper completion of assigned duties.
• Assisted with new hire processing and existing training programs.

• (High Risk Bucket 1 portfolio)
• Band Promotion from Band-1 to Band-2
• Job Involved:
• Manual process to mitigate the loss of Citi bank
• Assisting customers from different portfolio’s such as Virgin Money, Bank of Queensland, Cuscal / Card Services, Dinners Credit Line, Suncorp, Ready Credit, Re- Write & Personal Accounts
• Understanding account information and redressing customer grievances
• In-depth Knowledge about the Citi Cards and other portfolios to assist customer without any hassle
• Account Maintenance on customer’s request
• Maintaining quality
• Ensuring that the daily SLA’S are met to client satisfaction
• Key Initiatives:
• Attendance and time maintenance of associates
• Deciding on dialer strategies
• Planning and executing task as per the current day situation

• Front end Collections) Job Involved:
• Making outbound calls to customer & Providing Excellent Service to Citi Banks Customer’s
• Financial Advice to Citi Banks 1-2 bucket Payment Defaulters
• Co-Coordinating with the Team Lead’s and the team
• Handling hourly work update of team and tracking everyday report
• Proposing new ways for Process Improvement
• Maintaining Trackers and Updating Records for the entire Team
• Key Initiatives:
• Weekly identification and analysis of top reasons for errors and rectifying them with team feedback
• Encouraging and inviting ideas and views from the team which has led to process improvement.

• Manual Calling made to collect bad debts
• Collecting dollars which are sold to third party
• Following the state guideline
• Aiding customers in their difficult time
• Educating customers about the credit reporting body and resolving issues
• Regular follow up on existing customer’s
• Doing skip trace to locate the customers using client tools
• Key Initiatives:
• Keeping a track of any update in terms of state laws, regulatory body and debt collection guideline
• Team involvement in curricular activities
• Taking Initiative to be a mentor for new campaign’s
• Training new people in the team.
• Utilized inbound and outbound telephone techniques to solidify and build client relationships.
• Worked with multiple screens and programs to resolve customer issues.

• Level -3 Job Involved:
• Collection of credit card dues Bucket 2-4
• Handling inbound as well as outbound calls
• Following the state guideline
• Aiding customers in their difficult time
• Educating customers about the credit reporting body and resolving issues
• Key Initiatives:
• Keeping a track of any update in terms of state laws, regulatory body and debt collection guideline
• Team involvement in curricular activities
• Taking Initiative to be a mentor for new campaign’s
• Training new people in the team.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Handling a team of 15 field executives
• Forwarding the forms to required agencies
• Billing and payouts
• Hiring of new executives as required
• Interacting between different agencies about policies and procedures
• Key Initiatives:
• Grooming the team to pitch customers for multiple product
• Involving team into different activities to promote more sales
• Mentoring new Executive till the final sale
• Training new people in the team.
• Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
• Met with clients, delivering presentations, and educating on product and service features and offerings.

Involved:

• Supervision of 10 Nokia Outlets

• Updating Promoters about new models

• Daily reporting of sales to head office

• Promotion of Nokia multimedia mobile phones

• Training new promoters

Key Initiatives:

• Grooming the team to pitch customers for multiple product.

• Involving team into different activities to promote more sales

• Hiring new promoters

• Improving the percentage month on month.

• Making customers used to Multimedia services

• Upgrade standards

• Selling of Multimedia mobile phones

• Promotion of Nokia multimedia mobile phones

• Enlightening customers about the importance of new technology