John Almeida

Work History

GIA, Gemological Institute of America

Mumbai

06.2013 - Current

Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement
Monitored and maintained high level of on-time delivery reliability service and performance
Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
Achieved results by working with staff to meet established targets.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Conducted routine inspections to check quality and compliance with established specifications.
Gathered, organized and input information into digital database.
Maintained database systems to track and analyze operational data.

BA Continuum India Pvt LTD, Subsidiary of Bank of America

04.2009 - 12.2012

Researched accounts and completed due diligence to resolve collection problems
Successfully implemented new technologies and process automations to encourage continuous improvement
Trained and mentored new employees on collection methods, documentation requirements and performance strategies
Assessed employee performance and developed improvement plans
Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly
Formulated processes that enabled team to improve assistance to support groups, resulting in reduction of down time and financial loss
Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
Worked on process like – Loan servicing and loss mitigation department and Backend Loan Mitigation Review.

Infovision Group/ Serco India

Mumbai

09.2008 - 12.2008

Worked closely with management to provide effective assistance for specific aspects of business operations.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services, and company information.
Participated in team meetings and training sessions to stay informed about product updates and changes.

Intelenet Global Pvt. Ltd, BA Continuum India Pvt. Ltd

Mumbai

03.2003 - 08.2008

Contributed to team success by completing jobs quickly and accurately.
Mentored and guided employees to foster proper completion of assigned duties.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Supervised team members to confirm compliance with set procedures and quality requirements.
Developed strong customer service and product knowledge skills to enhance individual and team performance.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Addressed and resolved customer complaints in polite and professional manner.
Worked with team to identify areas of improvement and devised solutions based on findings.
Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Intelenet Global PVT LTD

03.2003 - 08.2008

Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
Handled outbound and inbound calls daily with goal of collecting owed debt
Researched accounts and completed due diligence to resolve collection problems
Analyzed large amounts of data to find patterns of fraud and anomalies
Contacted customers directly to notify of fraudulent activity and minimize impacts
Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Developed, evaluated and analyzed quality assurance scores to develop efficient, effective operations
Motivated and counseled employees regarding job-related problems, including procedures, disciplinary actions and organizational policies
Handled escalation calls and prudently resolved issues - Barclay's Customer Service.

SITEL INDIA

Mumbai

01.2002 - 02.2003

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Entered customer interactions to track requests, document problems and record solutions offered
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across the time zones
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
Offered advice and assistance to customers, paying attention to special needs or wants.
Answered constant flow of customer calls with minimal wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.
Participated in team meetings and training sessions to stay informed about product updates and changes.