Dynamic Service Quality Analyst with a proven track record at HSBC Electronic Data Processing, enhancing customer satisfaction and service quality through expert analysis and continuous improvement initiatives. Excelled in cross-functional teamwork and problem-solving, significantly reducing customer complaints. Skilled in Microsoft Excel and adept at fostering strong interpersonal relationships, I consistently exceed performance metrics, driving service excellence. To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
Overview
13
13
years of professional experience
1
1
Certification
5
5
Languages
Work History
Service Quality Analyst
HSBC Electronic Data Processing
04.2023 - Current
Increased employee engagement by recognizing outstanding performers and fostering a culture of continuous improvement.
Improved service quality by thoroughly analyzing customer feedback and identifying areas for improvement.
Highlighting Risk related concerns and Mitigating Risks.
Liaised with external stakeholders to gather valuable insights into industry trends and competitor strategies, informing internal initiatives for continuous improvement.
Conducted root cause analysis for recurring problems, leading to long-term resolutions that improved overall service quality levels.
Contributed subject matter expertise to weekly/ monthly meetings, recommending process improvements for entire department.
Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
Streamlined processes by conducting in-depth analysis of service delivery and recommending actionable solutions.
Collaborated with cross-functional teams to address complex service issues and drive improvements across the organization.
Maintained detailed records of analyzed data, enabling easy access for future reference and trend identification purposes.
Developed comprehensive reports to highlight key findings from data analysis, assisting management in decision-making processes.
Conducted regular audits of customer interactions and feedback, identifying trends and driving targeted improvements in response to key findings.
Reduced customer complaints by closely monitoring service standards and addressing issues promptly.
Boosted team efficiency through regular coaching sessions, sharing best practices, and providing constructive feedback.
Implemented process improvements that led to increased efficiency and greater customer satisfaction ratings.
Supported the creation of new policies and procedures aimed at enhancing overall service quality across the organization.
Evaluated service delivery against established benchmarks, ensuring consistent adherence to company standards.
Promoted a customer-centric mindset among staff members by regularly emphasizing the importance of delivering exceptional experiences at every touchpoint.
Facilitated interdepartmental communication regarding ongoing service challenges, ensuring a collaborative approach to resolving issues.
Analyzed call center interactions using speech analytics software, pinpointing specific areas of focus for agent development efforts.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Kept high average of performance evaluations.
Monitored front areas so that questions could be promptly addressed
Performing Thematic Reviews on different business related asks.
Sharing reports on daily,weekly and Monthly Basis.
Conducted regular audits of banking processes, identifying and addressing inefficiencies to improve overall service delivery.
Boosted employee morale through recognition programs that rewarded outstanding performance and exemplary service.
Maintained up-to-date knowledge of regulatory changes, ensuring all banking activities complied with new laws and guidelines.
Built strong relationships with key stakeholders, including vendors, regulators, and industry partners.
STA Role for Structured Coaching Coordinator-UKCC
HSBC Electronic Data Processing
07.2022 - 03.2023
Implemented innovative coaching techniques, staying current on industry trends and best practices.
Promoted a culture of continuous learning among coaching staff through professional development opportunities.
Ensured consistent progress by regularly reviewing individual and team performance data.
Streamlined communication between frontline staffs and Team Managers/Operations for improvement in daily call taking skills and overall customer Performance results.
Conducted daily quality chat evaluations for mitigating high risk and observing the error trend/challenges.
Handled confidently 220+ frontline staffs and 10 Team Managers under Conversational Banking process in UK contact Center.
Executed on different Thematic reviews based on Raw call/chat samplings, NPS people issues, random call/chat monitoring and shared reports on daily/weekly/biweekly and monthly basis with Operations and stakeholders.
Arranged/conducted different Sessions / Benchmarking /meetings for Performance improvement and procedural updates among front line staffs/Operation heads/Stakeholders.
Trained and supervised staff to consistently meet performance goals and customer service standards.
Cultivated strong relationships with customers to build loyalty and repeat business.
Partnered across departments to run smooth, professional events and activities.
Customer Relations Specialist
HSBC Electronic Data Processing
06.2016 - 06.2022
Analyzed customer feedback and implemented strategies to improve customer experience.
Responding to customer inquiries, providing information on bank accounts, policies, products, and services.
Assessed needs of customers, suggesting products and services accordingly.
Researched and resolved service-related problems. Responded to customer inquiries, complaints and comments on a daily basis, and determined corrective action for high-call volume department.
Reviewed and verified transactions to ensure proper processing according to established quality standards. Opened/closed accounts including Checking, Savings, Money Market, Credit cards, select credit Certificates of Deposit; ordered bank supplies, ATM/debit cards; assisting wire transfers, ACHs, Cashier's Checks, stop payments, loan payments and loan applications and lien release.
Provided navigational assistance with online and mobile banking. Described promotional offers and used persuasive sales techniques to upsell services and/or convince clients to apply for additional banking services.
Maintain high volume of quality work, while insuring highest confidentiality.
Exercise judgment when dispensing information to maintain confidentiality of sensitive information.
Handle customer accounts and resolve complaints; evaluate customer needs and recommend the most appropriate products and services over the phone.
Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
Proficiently answer customer inquiries regarding their accounts. Ensure that all customer needs are met and handle appropriately during their initial contact.
Maintain customers' accounts including lost/stolen Cards. Review customers' accounts for transactions accuracy.
Provide outstanding assistance to customers with all their banking transactions and services.
Contributed subject matter expertise to monthly meetings, recommending process improvements for entire department.
Enhanced customer loyalty by delivering personalized service and resolving issues efficiently.
Coordinated with cross-functional teams to resolve product-related issues quickly, minimizing impact on customers.
Established rapport with clients during initial contact, setting the stage for positive interactions throughout their experience with the company.
Uncovered potential opportunities for upselling by actively listening to customer needs during conversations.
Provided guidance to junior team members as a subject matter expert on best practices in customer relations management.
Regularly exceeded individual performance metrics while contributing positively to overall team goals.
Made customers aware of current and new programs and services.
Assisted customers with opening accounts and signing up for new services.
Investigated and resolved customer inquiries and complaints quickly.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Maintained up-to-date knowledge of product and service changes.
Met customer call guidelines for service levels, handle time and productivity.
Senior Banking Specialist
Mphasis
04.2013 - 02.2016
Worked in a banking sector, for Top Leading Bank in Canada (TORONTO DOMINION).
Assist with any queries related to banking needs and customer account information.
Help the customer with claim related quires and follow up the same with the customer if claims made and share account balance pertaining to various connected product.
Help customer gain extra knowledge about loan policies and banking advantages. And best possible solution.
Upsell add on product to the customer, suitable as per the account usage.
Advise customer about better transaction records, to enhance their banking records.
Opened new accounts and made changes to existing accounts.
Managed risk and compliance protocols, ensuring all transactions adhered to industry regulations and standards.
Maintained friendly and professional customer interactions.
Assisted customers with banking needs and inquiries.
Handled various accounting transactions.
Educated customers on online banking and mobile banking applications.
Calculated fees due, interest and change for customer transactions.
Referred customers to other banking departments for specialized services.
Executed wire transfers, stop payments and account transfers.
Received loan and utility payments, sending funds to correct destinations.
Customer Support Executive
IBM
07.2011 - 08.2012
Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
Listened to customers' questions and concerns to provide answers or responses.
Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
Customer support executive in a Top leading bank of Australia (St. George Bank). Help any queries related to banking needs and customer account information.
Help the customer with account related queries and follow up the same with the customer made.
Help customer gain extra knowledge about loan policies and banking advantages.
Put myself on customer shoes to understand their needs and help accordingly.
Provided personalized support to customers by understanding their unique needs and preferences.
Managed customer service effectiveness by monitoring performance and assessing metrics.
Mentored junior team members to enhance their skills and improve overall team performance.
Improved customer satisfaction by personalizing support based on customer history and preferences.
Enhanced customer loyalty by effectively resolving complaints and inquiries.
Provided comprehensive product training to new team members, ensuring high-quality customer support.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Educated customers about billing, payment processing and support policies and procedures.
Delivered prompt service to prioritize customer needs.
Exhibited high energy and professionalism when dealing with clients and staff.
Education
Bachelor of Arts - Bachelor of Arts in English, Department Honors
IGNOU
Bengaluru, India
04.2001 -
High School Diploma -
Guwahati University
Guwahati, India
04.2001 -
10th Standard -
Carmel School
Assam
04.2001 -
Skills
Multi tasking Ability and Fast Learner
Multitasker
Team player
Result driven
Customer service oriented
Service excellence adherence
Strong interpersonal and communication skills
Ability to organize, prioritize and schedule work
Approachable and Flexible with situation and People
Complaint Handling
Conducting multiple sessions/Meetings/Presentations with Operations/Stakeholders/Clients
Cross-Functional Teamwork
Service Level Agreements
Call center experience
Microsoft Excel
Problem-solving abilities
Data Entry
Complaint resolution
Customer Relations
Problem Resolution
Client Relations
Quality Control
Quality Assurance Controls
Report creation
Communication Skill Problem Solving
Fast learner & capable of handling pressure
Accomplishments
Achieved Success in process improvement through effectively helping with Quality improvement, mitigating Risk and highlighting the procedural errors
Customer Relations - Earned highest marks in Quality for customer satisfaction for Bangalore Site.
Single handedly managed the Quality performance and Customer experience scores for the site.
Certification
AI level Advance Excel Certification
Interests
Quality
Leadership
Problem – Solving
Time Management
Customer Service
Production
hobbies
Reading Books
Solo Travelling
Photography
Gardening
Cooking
Dancing
Spending Quality time with my Family
Recognitions
Quality Superstar for the Quarter- Q2- 2024
GOLDEN CIRCLE AWARDS Q4- 2022
SUPPORT STAR OF THE Quarter 2023 - HSBC
GAME CHANGER AWARD Q3 2024
Multiple Recognitions and Accolades from Senior MAnagement and Business Heads
Timeline
AI level Advance Excel Certification
08-2024
Service Quality Analyst
HSBC Electronic Data Processing
04.2023 - Current
STA Role for Structured Coaching Coordinator-UKCC
HSBC Electronic Data Processing
07.2022 - 03.2023
Customer Relations Specialist
HSBC Electronic Data Processing
06.2016 - 06.2022
Senior Banking Specialist
Mphasis
04.2013 - 02.2016
Customer Support Executive
IBM
07.2011 - 08.2012
Bachelor of Arts - Bachelor of Arts in English, Department Honors
AVP – Policy & Tech Implementation Lead at HSBC Electronic Data Processing India Pvt LtdAVP – Policy & Tech Implementation Lead at HSBC Electronic Data Processing India Pvt Ltd
Service Quality Analyst at Stanbic Bank Ghana Limited, Central Fulfilment Unit-Voice BranchService Quality Analyst at Stanbic Bank Ghana Limited, Central Fulfilment Unit-Voice Branch