Mohd Abbas

• Managing overall operations and process improvement in terms of reviewing the overall process and making changes in SOPs & Bots to enhance user experience and process optimization.
• Led operational strategy to enhance customer experience across digital banking platforms.
• Streamlined cross-functional communication to improve team collaboration and project execution.
• Developed training programs to enhance staff performance and ensure compliance with banking regulations.
• Mentored junior managers, fostering a culture of continuous improvement and professional development.
• KPI achievements for inbound/outbound/email - FRT/ART and SLA/AL.
• Achievement of customer satisfaction/reopen by drafting SOP/UI/product enhancements.
• Consumer/BOT automation project accomplished for quick and correct customer resolution and reduce agent cost.
• Navigation engine management by defining the rules as per API information to show the suggestive text/L1 level response to customer.
• Validation checks at front end for better UI like product developments on Failed and Success transactions.
• Multiple department co-ordination for Risk mitigation.
• Identify criteria, validate data, and communicate awareness of trends to influence fraud strategy, model revisions and rule efficacy to stakeholders and senior management.
• Support ad-hoc projects as assigned & Co-ordination with Regulatory bodies and LEAs.

• Managed high-volume call center operations, ensuring timely responses to client needs.
• Trained new representatives on best practices, improving team performance and service quality.
• Collaborated with cross-functional teams to streamline processes and reduce response times.
• Mentored junior staff in conflict resolution techniques, fostering a positive team environment.
• Led initiatives to optimize scheduling and resource allocation, boosting operational efficiency.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.

• Managed a team of 100 FTEs for voice/email and chat process with customer service.

• Managed overall operations and process improvement in terms of reviewing the overall process and making changes in SOPs & Bots to enhance user experience and process optimization

• KPI achievements for inbound/outbound/email

• FRT/ART and SLA/AL.

Achievement of customer satisfaction/reopen by drafting SOP/UI/product enhancements

• Optimized resource allocation through effective planning and prioritization techniques.
• Managed and motivated employees to be productive and engaged in work.
• Maintained professional, organized, and safe environment for employees and patrons.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.

• Managed 150 FTEs for voice/email and chat process with customer service.

• KPI achievements for inbound/outbound/email - FRT/ART and SLA/AL.

• Achievement of customer satisfaction/reopen by drafting SOP/UI/product enhancements.

• Vertical wise integration of new issue tree flow with salesforce, Fresh works updating of level1/level2 (drop down) issues in CRM with validation imposed at vertical level.

• Navigation engine management by defining the rules as per API information to show the suggestive text/L1 level response to customer.

• Validation checks at front end for better UI like product developments on wrong recharge,STV benefits.

• Based on daily txns maintaining the contact rate and working inline to the cost shared in AOP.

• Streamlining of lending verticals postpaid, personal loan with BOT and agent flow modifications.

• RBI/Grievance/Service-head/Nodal management and reporting on monthly/quarterly basis to RBI.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.

• Verify all Manual Sales Form to sell shares for a future price. For that, I was supposed to analyse the market trend for the price of shares to satisfy the request/levy.

• Review the US legal documents i.e. Power of Attorney, Blanket Bond, Legal Opinion, Waiver of Probate, Letter of Administration, trust Documents, Corporate Resolution and Court Appointments etc.

• Following the specific offers and guidelines for more than 7000 US companies for which Bank of New York Mellon Corporation was the Transfer Agent.

• Dividend order processing, ACH and reverse ACH set-ups.

• Research of abandoned properties and their reporting.

Draft various letters like PIN related issues, online access procedures, Payment Confirmations, Asset Verification, Broker dealer confirmations, Account Status and Activity status etc.