Hi, I’m
MICISIPI BARUAH
GUWAHATI
Summary
Highly motivated individual with proven leadership skills. Professional Communicator with excellent English writing, speaking, and reading skills. Service-oriented individual with superb customer service and communication skills. Technically inclined individual with good communication, math, and computer skills. Interactive, Enthusiastic, think outside the box, Detail-orientated, Results-driven.
To Work for an organization which will help me in value addition and serve as a springboard to move ahead in my career by providing me interesting opportunities and harness the best of my caliber. Common strengths include leadership, communication, or writing skills. Common weaknesses include a fear of public speaking, lack of experience with software or a program, or difficulty with taking criticism.
Overview
12
years of professional experience
Work History
HSBC
Sr. Associate – GBB Client Servicing GSC’s
07.2023 - Current
Job overview
- Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction.
- Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services, and solutions.
- Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
- Responsible for achieving individual key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities.
- Advising, communicating, empathizing, resolving conflict and responding sensitively to clients
- Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction
- Recognize and adjust support approach to accommodate all levels of customer’s experience.
- Communicate positively with team members, customers, and other partners.
- Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
- Direct customer queries to the relevant team thus providing best customer service.
- Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
- Ability to write business letters and reports.
- Dealt with new account opening complaint queries, Account Mandates, Dormant Accounts personal or business accounts, international accounts, priority payments, redress
- Payments, Business internet Banking, Business and Personal Banking reset queries, Card enquires, Fraud and dispute enquiries related to all CMB customer.
- Supported UK CMB CDD Bangalore with complex issues related to complaint escalation.
- Additional Learning knowledge completed.
- Global Mandatory Training – Fighting Financial Crime – Existing Employees
- Creating Commercial Opportunities
HSBC DATA PROCESSING INDIA PVT LTD
03.2019 - Current
Job overview
- Providing quality customer service over the phone to resolve customer enquiries at high level of customer satisfaction
- Interpret and handle complex customer enquiries and complaints to establish their needs and offer relevant services and solution.
- Advising, communicating, empathizing, resolving and responding sensitively to clients
- Ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.
- Delivering what is promised in line with customer expectation.
- Logging complaints and making sure customer’s complaint is getting resolved following HSBC Policies.
- Also focused on Drafting complaints/Notes which plays a vital role in the job profile.
- Attaining Calls for UK Customer. Resolve complaints/For action complaints related to credit card enquiries, personal Loans, switched accounts, opening new products, staff behavior and crossed trained on several banking products.
- Subject-Matter Expert Skills: - Supported New Joiner as an SME for HSBC Wealth Personal Banking.
- Job Responsibilities
- Development, motivation, and retention of our employees
- Enhanced performance of our people and growth of our business
- Better communications and networking across the organization
- Increased job mobility to build broader skills in Finance.
- Coach and develop new to bank staff to ensure that they are operations ready.
- Impart knowledge with ease through sessions delivery / SBS / daily call monitoring, etc.
- Complete quality monitoring for staff on a weekly basis.
- Conduct performance review on a weekly/ monthly basis through 121
- Risk management.
- Leave management.
- Performance management.
- Administrative activities.
ACCENTURE INDIA PVT LTDBengaluru
08.2013 - Current
Job overview
- Handling phone calls of US doctors related patient’s insurance.
- Give complete diagnostic reports to doctors regarding patient’s illness
- Achievements:
- Auditing complaints and helping peers to stay updated with the complaint procedure.
- Received NIL findings complaints which I have raised so far.
- Teams Complaints data.
- Successfully completed the mentor role interview and have been able to achieve the role.
- Have been taking escalation call and resolving the complaint.
CONCENTRIX IBM DAKSH PVT LTD
CSR for the Lloyds Banking Group
08.2016 - 02.2019
Job overview
- Handling calls related to mortgage, secured loans and unsecured products
- Handled Resolving queries related to Personal Banking
Ansh Info Solution
06.2014 - 09.2014
Job overview
- Skills: OUTBOUND B2b and b2c process FOR AUSTRALIAN BUSINESS CUSTOMERS.
Education
MONAD UNIVERSITYUP, India
01.2013
University Overview
GRATUATED
PANDU COLLEGE
10+2
01.2009
University Overview
AFFILIATED TO GUWAHATI UNIVERSITY
ST CLARE CONVENT GUWAHATIGuwahati
10(MATRICULATION)
01.2007
Skills
- Experienced in sales and operations, customer service with a demonstrated history of work experience
- Skilled in pre-sales, inside sales (B2C and B2B), post sales (account management, renewals, up selling and cross selling)
- Customer support through emails, calls and chats (escalation, customer experience, customer relationship, Invoicing, refunds and referrals)
- MS Office (Excel, Word) PPT
Hobbies and Interests
LOVES WESTERN MUSIC, INDIAN CLASSICAL AND PASSIONATE FOR SINGING.HAS WIDE INTEREST IN ADVENTUROUS ACTIVITIES LIKE PARAGLIDING, RIVER RAFTING, BUNGY JUMPING, ROPE CLIMBING AND MANY OTHER CORE STRENGTHING ACTIVITIES., SPIRITUAL STUDIES.LOVES WRITING LIFE EXPERIENCE STORIES IN FREE TIME. Researching about the NOW (New world order)., #HAS PERFORMED IN MUSIC COMPETETIONS IN ANNUAL DAY CONCERTS AT SCHOOLS.
Affiliations
#IS A ACTIVE MEMBER OF HELPING THE CHILD INDIA ORPHANAGE CENTER. WORKED FOR MANJ SUBAH FOUNDATION NEW DELHI INDIA AS A ADVISOR(VOLUNTEERY)
Timeline
Sr. Associate – GBB Client Servicing GSC’s
HSBC
07.2023 - Current
HSBC DATA PROCESSING INDIA PVT LTD
03.2019 - Current
CSR for the Lloyds Banking Group
CONCENTRIX IBM DAKSH PVT LTD
08.2016 - 02.2019
Ansh Info Solution
06.2014 - 09.2014
ACCENTURE INDIA PVT LTD
08.2013 - Current
MONAD UNIVERSITY
PANDU COLLEGE
10+2
ST CLARE CONVENT GUWAHATI
10(MATRICULATION)
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