Naheed Sultana Nazneen
Hyderabad,India
Summary
Results-driven BBA (HR) graduate with 10+ years of cross-functional experience across Sales, Banking & Finance, and Quality Assurance. Skilled in compliance adherence, transaction monitoring, call quality evaluation, and data-driven reporting. Strong communicator with a sharp eye for detail and a proactive approach to problem-solving. Experienced in mentoring teams, handling customer complaints, and managing financial transactions. Known for delivering consistent results in fast-paced environments at leading firms like Dell, HSBC, and Synchrony Financial.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Senior Quality Analyst-Fraud & Collection Process
Synchrony Financial
Hyderabad, India
02.2018 - 11.2020
- Diligently monitored 1,000+ inbound and outbound calls quarterly for 50+ associates across multiple sites, ensuring compliance with scripts, policies, and regulations—resulting in 10% improvement in call quality consistency.
- Utilized Verint and other software's to monitor call quality and identify areas for improvement.
- Delivered clear, constructive feedback to Customer Contact Agents/ Associates (CCAs) and team leads to drive performance improvements.
- Designed quality scorecards and SOPs, and implemented improvement plans based on call evaluations to enhance compliance and mitigate risks.
- Maintained detailed records of call evaluations, feedback sessions, and call handling issues, and followed up on resolutions.
- Prepared daily and weekly QA/MIS reports outlining call monitoring insights, coaching effectiveness, trends, and performance improvement areas.
- Collaborated with cross-functional teams to address quality issues and propose plan to implement corrective actions.
- Rectified improper practices by delivering more than 5 Make A Difference (MAD) observations per week to relevant sites and ensured associates complied with behavioral and procedural call requirements.
- Gained proficiency in comprehending regulatory compliance frameworks, encompassing anti-money laundering (AML) and know-your-customer (KYC) regulations.
- Assisted on enhancing efficiency of payment collection process by identifying inefficiencies and implementing solutions to optimize process.
- Coordinated events and conferences, offering support with set-up and resources with necessary technology to guarantee smooth operations.
- Prepared and circulated internal communications, memos, and announcements; created agendas, and recorded minutes as needed.
- Acquired Proficiency in using spreadsheets and databases to track financial data, generate reports, and analyze payment trends.
Customer Relationship Manager (Retail Banking)
HSBC
Hyderabad, India
01.2016 - 08.2017
- Supported around 1000 customers monthly in managing banking needs, facilitating payments, transfers, and guiding through security and online banking procedures.
- Onboarded around 15 new customers daily by opening accounts, setting up digital banking profiles, and educating them on bank policies and available services.
- Assisted approximately 5% of customers monthly with applications for financial products such as personal loans, mortgages, overdrafts, and credit cards by understanding their needs and promoting suitable banking solutions, including savings accounts, deposits, and investment services.
- Handled customer inquiries, complaints, and requests promptly and professionally, ensuring friendly and efficient service. Acted as primary point of contact (POC) for banking needs while building and maintaining strong, long-term client relationships.
- Directed customer credit card inquiries and efficiently facilitated Balance Transfers (CBT) and Current Account Transfers (CAT) to enhance their banking experience.
- Vigilantly monitored transactions for potential fraud or suspicious activity and reported findings promptly.
- Performed KYC (Know Your Customer) checks, and ensured compliance utilizing anti-money laundering (AML) systems for monitoring and reviewing transactions.
- Supported in development and implementation of training programs to enhance team performance and skills.
Subject Matter Expert - SME (Sales Process)
Dell International Services
Hyderabad, India
06.2006 - 02.2014
- Led and managed team of 20 associates, supporting deal closures, client interactions, and objection handling through regular training to enhance product knowledge and sales techniques.
- Optimized call handling through Avaya Call Monitoring System (CMS), reducing call abandonment rates to below 5% by strategically coordinating team schedules and limiting concurrent auxiliary breaks to maximum of two team members.
- Efficiently handled team escalations within set time frames, providing appropriate solutions and ensuring customer satisfaction, leading to decrease in team escalations to under 5%.
- Served as primary expert on sales processes, tools, and best practices.
- Carried out regular one-on-one meetings with team members, providing constructive feedback, ongoing coaching and professional development opportunities to aid in performance enhancement.
- Collaborated cross-functionally with sales leadership, marketing, product development, and operations teams to lead product launches, promotional campaigns, and sales events, ensuring strategic alignment and driving market share growth.
- Identified deviations or configuration issues, acted on incidents immediately, determined their causes, and implemented measures to prevent recurrence.
- Engaged in conference calls, Pulse calls, and weekly reviews with sales managers, stakeholders, and content management team to address promotions, tools, provide insights, and devise alternative solutions.
- Responded promptly to customer inquiries related to returns with clear and concise information on return procedures, processing times and resolution status.
- Prepared regular sales reports and presentations for management, highlighting team performance, achievements, and areas of improvement.
- Implemented and utilized CRM systems to manage customer relationships and activities, ensuring sales team's proficiency to enhance productivity.
Education
Bachelor of Business Administration - Human Resources
Osmania University
Hyderabad, India 04.2015 - 06.2018
Skills
- Excellent communication and interpersonal skills
- Strong and meticulous attention to detail
- Strong analytical and problem-solving skills
- Compliance & Risk Management
- Transaction Monitoring
- Coaching & Feedback Delivery
- Complaint handling techniques
- Accounts Payable/Accounts Receivable
- QA Reporting & Documentation
- Time management and multitasking abilities
- People Management
- Ability to work effectively in fast-paced environment
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), banking software and CRM & Call Center Systems
Technical Skills
- Call Monitoring Tools: Verint
- CRM Software: Salesforce, Delta, CRM
- MS Office: Excel (PivotTables, etc.), Word, PowerPoint
- Reporting Tools: PowerPoint Presentations, Tableau (view only)
Certification
- Certified Customer Success Manager
- PMP Certification Exam Prep Course 35 PDU Contact Hours/ PDU
- Become an HR Business Partner
- Talent Management
- Social Media and Community Manager
- Brand Certification
- Digital Marketing
- Social Media Marketing - Social CRM
- Interpersonal Communication
- Sales Management Foundations
- Writing Skills and Customer Focus
- Time Management
Languages
English
Fluent
Hindi
Fluent
Telugu
Beginner
Arabic
Beginner
Timeline
Senior Quality Analyst-Fraud & Collection Process
Synchrony Financial
02.2018 - 11.2020
Customer Relationship Manager (Retail Banking)
HSBC
01.2016 - 08.2017
Bachelor of Business Administration - Human Resources
Osmania University
04.2015 - 06.2018
Subject Matter Expert - SME (Sales Process)
Dell International Services
06.2006 - 02.2014
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