Parvez Qureshi
Thane
Summary
Resourceful Account Support Specialist with a proven track record of high productivity and efficient task completion. Skilled in client relationship management, problem-solving, and data analysis. Excellent communication, teamwork, and adaptability to thrive in dynamic work environments.
Systematic Quality Assurance Manager with expertise in devising and implementing effective quality procedures, standards, and specifications. Highly skilled at specifying quality requirements with suppliers and monitoring procedure performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Client Ops Analyst Team Leader/Global Quality Analyst
JP Morgan Services India Private Ltd
12.2018 - Current
- Auditing Business Accounts/ Private Banks Accounts/ Corporate Accounts/ Institutional Accounts for Product Implemented by Client Service and Implementation Team across all regions (NA/EMEA/APAC/LATAM)
- Identifying Risk Rating selected for all the products and maintenance request as per Risk Rating Matrix
- If correct risk rating is not selected then highlight the respective Representative/VP/ED/MD for Remediation
- Research and Analysis on Doc Package prepared by the create team and core documents collected by the implementation and service representative as per risk matrix and product and procedure matrix and SOP
- Reviews: ACH NACHA, KYC OVERRIDE, APAC EMAILS, COMMERCIAL CARDS CLOSURES, TECHNICAL CARDS CLOSURES, RISK AUTHENTICATION REVIEW, TRADE IMPLEMENTATION REVIEW, CIB TIM PAYSOURCE (EMEA/NA REGIONS), ZURICH BRANCH APPROVAL, CSAM Deal Manager (client service account manager), CSAM Navigator or Unity for all regions NA/LATAM/EMEA/APAC, DORMANT ACCOUNTS, CASHIER CHECKS (NA/LATAM)
- Products: USD Fund Transfer- Set up & Maintenance (Drawdown, SOFTI, Swift Initiated Wires, Swift Statement Reporting), JP Morgan Access – Set up & Maintenance (Payment - Account Transfer, Payment – ACH, Payment – Wire/Book Transfer, Payment Control Centre – ACH Transaction Blocking, Statement Centre, Paysource- Set up & Maintenance, Trade Implementation – Product Corporate(Import LC, Export LC, SBLC/ Guarantee Issuance, Loans, Collections, Standby Advising), Product FI – (Trade Loans, Advising – SBLC/ Guarantee, Export LC, Confirming Standby Guarantee Reissuance, Export LC confirmation)
- SME: Subject Matter Expert System Testing, ACH NACHA, Training for New Joiners
- CCB (Consumer Card and Community Banking) Cross Skilled for Credit Card and Retails Clients Conducting Briefing for the team for CRO statement
- - Handling Inbound calls for Credit card and Retail customer Queries like payments, statements, balance transfers, promotions, redemptions, benefits and marketing rewards etc
- - Call monitoring to help team members reduce on AHT
- Fun activities like Birthday celebration and sending daily process update and monthly update to the team
Team Advisor
Pair Globe Services Private Limited
01.2015 - 12.2017
- Generating Leads by interacting with Business Owners, Taking Escalation calls, Training new team members
Lead Advisor Retention
Tech Mahindra Business Services
10.2005 - 11.2014
- Accountable for improving the Quality & Efficiency of the new advisors in the team
- Responsible for driving and increasing Quality and CSAT metrics based on self and TC monitors for new advisors in the team
- Collate feedback and create Personal Improvement Plan for the new Advisors in the team , action it & track progress of the advisors based on the Personal improvement plan
- - Ensure that the Product / Process knowledge of the team and self is constantly updated & also run fortnightly Product / Process Test for the team
- - Handle escalations within the team, collate escalations & provide recommendations to reduce escalations and resolve customer complaints
- - Taking Troubleshooters training with the teams so as to improve product knowledge, which Leads to resolution
- - Drive AHT, Productivity, Call tagging within the team
- - Being a leader for IVR competition within the team
- - Being member of case assigning, audit, errors, IVR call listening, breaks management, credit and downtime management, debrief, weekly team activity team within the team
Technical Associates
Wipro BPO Ltd.
10.2003 - 11.2005
- - Taking escalated calls
- - Worked along with Quality Team to implement corrective actions and behavior on calls so as to improve quality in calls
- - Taking Technical Sessions with the teams and POC's so as to improve product and technical knowledge, this leads to better MSI
- - Monitoring of smart transfers so as to bring revenue to the client, and meet the targets consistently
Education
B.Com - Commerce
Symbiosis Skills And Professional University
Pune11.2024
Class XII -
Maharashtra01.2000
Class X -
Maharashtra01.1996
Diploma - Electronics/Telecommunication
Mumbai University
Skills
- Customer Relationship
- Client Retention
- Sales & Servicing
- Quality Control
- Quality Assurance
- Customer Focus
- Retention
- CSAT
- Escalations
- Excel proficiency
- Improve job skills
- Problem-solving aptitude
- Multitasking Abilities
- Project Management
- Adaptability
- Communication Skills
Certification
- Programming in Pascal & C - Programming
- A plus Certified: Operating System (O/S) and Hardware
- Alteryx Foundation Micro Credentials
- Reboot Certified for Excel and Advance Excel Skills
Projects
Customer Focus Retention, 07/01/22 - 10/31/22, Analyzed data for past 8 weeks and presented in tabular and graphical form. Repair Effectiveness, 01/01/07 - 01/31/09, Effectively booking handsets for repair and transition of tools and applications.
Languages
- English
- Marathi
- Hindi
Personal Information
- Date of Birth: 12/13/77
- Gender: Male
Timeline
Client Ops Analyst Team Leader/Global Quality Analyst
JP Morgan Services India Private Ltd
12.2018 - Current
Team Advisor
Pair Globe Services Private Limited
01.2015 - 12.2017
Lead Advisor Retention
Tech Mahindra Business Services
10.2005 - 11.2014
Technical Associates
Wipro BPO Ltd.
10.2003 - 11.2005
B.Com - Commerce
Symbiosis Skills And Professional University
Class XII -
Class X -
Diploma - Electronics/Telecommunication
Mumbai University
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