Desmond Antony Cotter
Bangalore
Summary
Accomplished Banking Analyst with extensive experience at HSBC in Bangalore, adept at managing customer queries, processing financial transactions, and ensuring data confidentiality. Proven track record as a Senior Customer Service Representative at Concentrix, excelling in customer needs analysis, complex problem solving, and utilising CRM systems to enhance service delivery. Demonstrates proficiency in MS Office suite and a commitment to operational efficiency and customer satisfaction. Career goal includes leveraging analytical skills and customer service expertise to drive business growth and innovation within the banking sector. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
HSBC ( International Bank )
Bangalore
12.2022 - 03.2024
- Monitored and handled applications for credit cards, new accounts, as well as account deposits.
- Managed customer queries regarding banking products, services, and account details, providing comprehensive support.
- Coordinated with other departments to resolve customer issues efficiently, ensuring a seamless banking experience.
- Protected confidential customer records through strict adherence to regulatory standards.
- Cultivated and maintained enduring relationships through personalized account management.
- Facilitated the opening and closing of customer accounts, including checking, savings, and business accounts.
- Processed customer transactions accurately and efficiently, including deposits, withdrawals, and account transfers.
- Implemented fraud prevention measures during transaction processing to protect customer accounts and bank assets.
- Analyzed customer profiles to recommend tailored financial services.
- Assisted customers in navigating online banking platforms, enhancing their understanding and usage of digital services.
- Presented services and charges, enhancing awareness of banking options among clients.
- Resolved complaints by gathering feedback to improve service quality.
- Assisted with loan applications, guiding on procedures and process
- Delivered exceptional customer service by proactively addressing needs.
- Executed strategies to address urgent escalations, ensuring improved client retention.
- Streamlined communication channels between departments, ensuring timely resolution of customer issues.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Provided exceptional customer service to ensure customer satisfaction.
Senior Customer Service Representative
Concentrix ( Westpac Bank )
Bangalore
01.2012 - 08.2022
- Responded to enquiries via by telephone, e-mail or web chat within the agreed SLAs.
- Monitor accounts to identify outstanding debts.
- Investigate historical data for each debt or bill.
- Find and contact clients to ask about their overdue payments.
- Take actions to encourage timely debt payments.
- Process payments and refunds.
- Resolve billing and customer credit issues.
- Update account status records and collection efforts.
- Report on collection activity and accounts receivable status.
- Coordinated with cross-functional teams to resolve complex customer issues, fostering collaboration and swift resolutions.
- Developed comprehensive knowledge of products and services to provide accurate information and recommendations to customers.
- Provided empathetic support to customers facing difficulties, building trust and loyalty through compassionate service.
- Spearheaded initiatives to enhance digital customer service channels, including live chat and social media support.
- Streamlined customer service processes, reducing response times and improving overall efficiency in handling inquiries.
- Continually reviewed and improved processes and procedures to maintain service levels.
- Identified opportunities for service improvement based on customer feedback and industry best practices.
- Promoted a positive work environment, encouraging teamwork and open communication amongst customer service staff.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Maximised customer satisfaction by resolving service issues promptly.
- Conducted in-depth product training sessions for new staff, fostering a knowledgeable and customer-focused team environment.
- Reviewed and updated service protocols regularly, ensuring compliance with regulatory standards and industry guidelines.
- Orchestrated the implementation of a new CRM system, enhancing data accuracy and customer relationship management.
- Implemented feedback gathering mechanisms, improving service delivery and enhancing customer experience.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Followed scripts and processes to uphold brand standards.
- • Started with Fulfilment team for the process of creating new loans and the necessary documents involved. These
- documents include 464 loan application, loan offer, loan authority, contract of sale, building insurance, PEXA transfer.
- Stayed current on policies, procedures and standards to offer optimal support.
- Remained updated on company offerings through regular product research.
Education
BCom - Finance and Accounts
Calorx Theachers University
Ahmedabad Gujarat Skills
- Complaint resolution
- Complex problem solving
- Relationship building
- Time management
- Problem resolution
- Empathy and patience
- Technical support
- Conflict resolution
- Customer satisfaction measurement
- Customer service
Timeline
Customer Service Representative
HSBC ( International Bank )
12.2022 - 03.2024
Senior Customer Service Representative
Concentrix ( Westpac Bank )
01.2012 - 08.2022
BCom - Finance and Accounts
Calorx Theachers University
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