Saif Imam
Customer Handling
New Delhi
Summary
Excellence at maintaining positive flow of communication between departments.
Well-regarded Process Advisor highly effective at analyzing data and trends to make timely, useful, and effective recommendations. Well-versed in operating in complex, dynamic environments under tight deadlines. Prepared to leverage 7 years' experience to take on new position.
Experienced with providing strategic guidance and support to clients. Utilizes analytical skills and effective communication to drive solutions. Track record of fostering strong client relationships and delivering impactful advisory services.
Overview
7
7
years of professional experience
Work History
Process Advisor – BA2
Barclays Global Services PVT. LTD.
04.2023 - Current
- Working in Frontline collections as an Account manager.
- Accountabilities: -
- Provided quality customer service maintaining high NPS scores by self-evaluation, while adhering to FCPCA, DPA, and TCPA acts.
- Where applicable, all risk incident or control failures to be escalated, reported and fixed at root cause to prevent reoccurrence.
- Responsible for maintaining accurate, up-to-date client information during all stages of KYC, through verification and validation, by adhering to best practices of compliance regulations.
- Sustained consistent achievement of monthly performance standards by attention to detail, meeting all KPI’s, collection metrics, identifying and addressing quality issues, resulting in significant reductions in defect and improvement in customer satisfaction for the process improvement.
- Delivered quality customer service by aiding clients in account management aspects like resolving financial issues, facilitating payments and educating them about account functionalities, on Gateway (CCD).
Senior Advisor – CL 11
Concentrix India PVT. LTD.
10.2021 - 04.2023
- Worked in Frauds & Disputes for Citibank.
- Accountabilities: -
- Provided quality customer service and helped customers in raising disputes for the Fraudulent Transactions on the account and assisting them in issuing new credit cards for the account.
- Responsible in educating customers, that how to prevent any suspicious activity on the account.
Executive
Bharti Assist Global
02.2020 - 10.2021
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
Associate
Allianz Worldwide Partners
03.2019 - 02.2020
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Developed and implemented strategies to increase customer satisfaction and engagement.
Education
Bachelor of Arts - Political Science
Delhi University
New Delhi, India 04.2001 -
High School Diploma -
CBSE
04.2001 -
Skills
- Process guideline development
- Proofreading and content auditing
Presentations and public speaking
Problem-solving
Client engagement
Career planning
Interests
Listening to Music, Riding Bikes, Gaming
Timeline
Process Advisor – BA2
Barclays Global Services PVT. LTD.
04.2023 - Current
Senior Advisor – CL 11
Concentrix India PVT. LTD.
10.2021 - 04.2023
Executive
Bharti Assist Global
02.2020 - 10.2021
Associate
Allianz Worldwide Partners
03.2019 - 02.2020
Bachelor of Arts - Political Science
Delhi University
04.2001 -
High School Diploma -
CBSE
04.2001 -