Javed Khan
Mumbai
Summary
With over a decade of work experience, including my role as a Customer Service Specialist at J.P. Morgan, my career is marked by a commitment to fostering growth and delivering outstanding customer service. At J.P. Morgan and previously at ALTISOURCE BUSINESS SOLUTIONS PRIVATE LIMITED, I've honed skills in people management, development, and coaching, which are central to my mission of empowering both teams and clients. My approach is rooted in collaboration and continuous improvement, aiming to align with the organization's culture of excellence. As part of the J.P. Morgan family, I have been dedicated to contributing to our collective success through my field of expertise in customer service.
Overview
19
19
years of professional experience
Work History
Specialist II (Customer Service)
JP Morgan Chase
10.2014 - 11.2024
- To provide excellent customer service and timely collections of the missed payments from auto loan customers
- Dealing with customers using high end luxury vehicles and making sure that they receive the best customer service even on collections calls
- Actively ensuring a consistent Customer Satisfaction score of more than 90% yearly
- Ensuring compliance with the Regulatory and product- policy requirements
- A 100% compliance pass with excellent customer service throughout the tenure
- Following up with Clients and assisting them with comprehensive financial advice and solutions keeping in mind company set goals
- Assisting clients with tailor made solutions while ensuring that all company and country set rules are met
- Keeping client personal data up to date and ensuring that all contact information is valid and usable.
- Developed and implemented specialized procedures for customer service operations.
- Coordinated with other departments to ensure efficient workflow processes.
- Created training materials for new hires on the company's procedures and policies.
- Assisted in developing strategies to increase customer satisfaction levels.
- Conducted regular meetings with staff to review progress and address any concerns.
- Analyzed data from customer surveys to identify trends in customer behavior.
- Participated in ongoing training and compliance activities.
- Defined team directions and provided guidance to members.
- Managed and resolved incidents according to service agreements.
- Identified opportunities to enhance specialization resulting in increased efficiency.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained positive working relationship with fellow staff and management.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Audited company's legal documents to verify compliant policies and procedures.
Team Leader
Altisource Business Solution Pvt Ltd
08.2011 - 07.2014
- Complete set up of Follow up process in the Vashi facility
- Conducting classroom training, tests and handling the OJT for 3 teams
- I was responsible for quality monitoring and guidance and maintaining training quality reports
- Setting up of a completely new and unique process for a valued client Chase, which is a brand name
- Played an important role in creating the process flow, SOP’s, training the team for the unique client requirements which included a mix of around 8 different processes handled by a specialized team
- Assisting in setting up process with third parties as well
- Getting the team live on production without any formal OJT and ensuring that the quality for the team was consistently at 100% along with the required numbers and within the SLA or even less
- Ensured that the team excelled in the mix of all the processes handled
- Ensured a smooth flow across the department which consisted around more than 100 employees
- In a span of 6 months of setup helped the company to earn a profit of $1.7 million
- Paid special attention towards people management, a quality that my managers appreciated
- Ensured that there was no people issues neither were they impacted negatively
- Getting Property Valuation delivered
- Timely follow up with vendors
- Understanding their concerns and resolving the same as per process specified in SLA
- Coordinating with our internal team and get information to help the vendor’s to get the orders delivered on time
- Multi-skilled for BPO’s and for Springhouse.
Advisor (Retail Support)
3 Global Services
02.2011 - 06.2011
- Helping vendor’s in selling contract phones
- Taking Inbound calls
- Complete Retail Support
- Helping vendor’s with technical issues
- Following the complete Australian Process.
Lead Advisor (Billing)
3 Global Services
02.2007 - 06.2011
- Helping customers to solve their issues related to their bills
- Giving a first call resolution
- Taking Inbound calls
- Complete Customer Servicing
- Providing assistance to other team members on calls (Mentoring)
- Accessing Canvas to ensure Service Level (SL) above 86%
- Handling new joiners and helping them to improve in product and process
- Taking product and process test’s for the team
- Multi-skilled for Collections Inbound and Retail Support
- Helping the departments as and when required.
Advisor (Post Pay)
3 Global Services
10.2009 - 09.2010
- Providing Technical & General Support
- Taking Inbound calls
- Coordinating with our clients to understand their requirement and receive feedback on the Help provided
- Complete Customer Servicing
- Following the complete UK Process.
Customer Service Advisor
Zenta
04.2006 - 10.2006
- Handling hospital billing
- Ensuring that the hospital gets the right amount of money from the insurance company as per the guidelines specified
- Making appeals in case the amount is incorrect
- Following up to get the status of the bills being cleared.
Education
Bachelor of Commerce -
Rizvi College, Mumbai University
Mumbai01.2006
Higher School Certificate -
Rizvi College, Mumbai University
Mumbai01.2003
Secondary School Certificate -
St. Theresa’s High School, Maharashtra Board
Mumbaii01.2001
Skills
- Excellent customer service
- Timely collections
- High-end luxury vehicles
- Customer satisfaction
- Compliance with regulatory and product-policy requirements
- Financial advice and solutions
- Tailor-made solutions
- Data management
- Team management
- Process knowledge
- Communication skills
- Problem-solving
- Training and mentoring
- Workflow management
- Vendor management
- Billing
- Technical and general support
- Retail support
- Sales support
- Hospital billing
- Appeals process
- Basic computer knowledge
- MS Office
- Internet proficiency
- Customer Relations
- Root Cause Analysis
- Adaptability and Flexibility
- Decision-Making
- Excellent Communication
- Professional Demeanor
- Team Collaboration
- Process Improvement
- Problem-solving abilities
- Interpersonal Communication
- Time Management
- Effective Communication
- Experience in leadership
- Multitasking
- Active Listening
- Attention to Detail
- Time management abilities
Additional Qualifications
- Basic Computer Knowledge
- Ms Office
- Internet
Personal Information
- Date of Birth: 11/22/85
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
- Urdu
Affiliations
I love reading books and travelling.
Languages
English
First Language
Urdu
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Intermediate (B1)
B1
Timeline
Specialist II (Customer Service)
JP Morgan Chase
10.2014 - 11.2024
Team Leader
Altisource Business Solution Pvt Ltd
08.2011 - 07.2014
Advisor (Retail Support)
3 Global Services
02.2011 - 06.2011
Advisor (Post Pay)
3 Global Services
10.2009 - 09.2010
Lead Advisor (Billing)
3 Global Services
02.2007 - 06.2011
Customer Service Advisor
Zenta
04.2006 - 10.2006
Bachelor of Commerce -
Rizvi College, Mumbai University
Higher School Certificate -
Rizvi College, Mumbai University
Secondary School Certificate -
St. Theresa’s High School, Maharashtra Board
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