Richard William
Customer Care Leader
8/192, 1st Street, Nethaji Nagar, Tondiarpet, Chennai
Summary
Highly skilled Team Manager with over 4 years of experience in leading and developing high-performing teams. Proven track record of driving productivity and achieving company goals. Seeking a challenging position where I can utilize my strong leadership abilities to motivate and inspire team members to excel and achieve success. Proactive and meticulous team manager with over 14 years of experience in customer service industry. Proficiency in underwriting, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
14
14
years of professional experience
1
1
Certification
Work History
BA4 - Team Manager
Barclays Global Services PVT LTD
6 2021 - 10.2023
- Led team of 15 employees, providing mentorship and guidance to enhance performance and achieve departmental goals.
- Implemented new training program resulting in 20% increase in team productivity and efficiency.
- Collaborated with cross-functional teams to streamline communication processes and improve workflow.
- Constructive feedback to team members to drive continuous improvement and professional development..
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed performance measurement strategies, identifying areas for improvement.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Team Leader
Teleperformance Global Services PVT LTD.
05.2013 - 05.2021
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Experience in mortgage KYC process and have reviewed ID&V documents
- I have supported Mortgage KYC team during my team leader training
- Develop and administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Received best performer for 3 quarters in 2015
- Received customer delight award twice from clients
Financial Associate
TCS EServe Private Limited
09.2008 - 02.2010
- Assisted clients in achieving their financial goals with tailored savings plans and investment strategies.
- Developed strong relationships with clients through consistent communication and exceptional customer service skills.
- Administered account transactions and responded to customer inquiries concerning financial products.
- Participated in regular meetings with senior leadership to discuss progress towards company objectives relating to finance and growth.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Technical Support Executive
Sutherland Global Services Private Limited
05.2007 - 08.2008
- Conducted root-cause analysis for recurring technical problems, developing long-term solutions to prevent future occurrences.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Maintained comprehensive documentation of customer interactions, ensuring seamless handoff between support staff.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
Transaction Monitoring Officer
Allsec Technologies Private Limited
12.2006 - 04.2007
- Analyzed customer profiles and transaction patterns, identifying trends indicative of potential fraud or money laundering activity.
- Assisted in the development of policies, procedures, and guidelines for transaction monitoring activities, promoting best practices within the organization.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Skilled at working independently and collaboratively in a team environment.
Education
Bsc Biochemistry -
Jaya College of Arts And Science
Chennai04.2003
Skills
Customer Relationship Management
undefinedAccomplishments
- Q4 - Best Team Manager award in Barclays Mortgage Services - 2022
- C-SAT appreciation for quicker resolution ( Broker/Advisor) - Barclays Mortgage Underwriting - 2017
- Documented and resolved mortgage offer issue which led to appreciation from client and was awarded Customer Delight
- Won I SPARKLE annual award for best performance in the year 2016
- I have also received 3 quarterly awards in the year 2015 for best performance in customer service
Personality Traits
- Accountable & Flexible
- Team player & Collaborative
- Creative
Roles And Responsibilities
- Regular process knowledge test to gauge their individual understanding
- Establishes positive relationships with colleagues based on trust and mutual respect
- Cross skill training / Quality checks & Training for intermediary mortgage experts
- Seeks the advice of stakeholders to better create clarity in complex situations, understand problems, evaluate options and make decisions
- Sessions based on new policy updates & providing feedback sessions for better performance
Certification
Diploma in Consumer Electronics and Telecom Technology
Timeline
Team Leader
Teleperformance Global Services PVT LTD.
05.2013 - 05.2021
Diploma in Consumer Electronics and Telecom Technology
10-2010
Financial Associate
TCS EServe Private Limited
09.2008 - 02.2010
Technical Support Executive
Sutherland Global Services Private Limited
05.2007 - 08.2008
Transaction Monitoring Officer
Allsec Technologies Private Limited
12.2006 - 04.2007
BA4 - Team Manager
Barclays Global Services PVT LTD
6 2021 - 10.2023
Bsc Biochemistry -
Jaya College of Arts And Science
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