Ramakrishna Gondyala

Handled MENA region Customers Bank Account and Credit cards queries.

Roles and Responsibilities

• Answered customer inquiries via phone.
• Provided product information to customers.
• Credit cards application process.
• Handling customer quires related to credit cards over the phone.
• Converting card transactions into installment plan.
• Handling fraud on the credit cards.
• Blocking and reissuing new cards

After a span of six months i have been upskilled to Banking.

Roles and Responsibilities

• Handling Premier customers.
• Handling Customer queries on Bank accounts.
• Issuing Debit cards and Cheque books to the customers.
• Issuing Liability, No-Liability , NOC letters
• Handling KYC related queries.
• Handling Internet and Mobile banking Application queries.
• Handling Money Transfer related issues local and international transfers.
• Handling Dispute related queries.

• Responsibilities: - Auditing calls based on set parameters and CTQ's. - Maintaining Daily Reports on Quality Deviations. - Taking hurdles for agents regarding quality parameters. - Giving Feedback to agents. - Responsible for achieving the daily and monthly targets. - Maintaining the daily and monthly reports. - Publishing Monitoring reports to the management on daily basis.

• Responsibilities: - Handling escalation calls of agents from within the team and of other teams. - Monitoring performance of assigned agents. - Giving feedback to the assigned agents and playing a key role in improving their performance. - Handled new batches and provided process training to the new hires.

• Responsibilities: - Respond to customer queries. - Negotiating and Collecting on delinquent accounts. - Handled Inbound and Outbound calls. - Deal with customers diligently courteously and professionally while collecting payments. - Helping and supporting the team leader as part of team work.

• Responsibilities: - Handling outbound calls. - Respond to customer queries. - Negotiating and Collecting on delinquent accounts