Saleh Yousuf Sharieff
Summary
Dedicated customer success professional with a strong track record in delivering timely and effective support through email communication and managing client relationship operations. Skilled in data accuracy verification and proactive monitoring of operational processes, ensuring seamless transaction activities. Collaborative problem-solver adept at working with agents to identify and resolve issues, driving optimal customer satisfaction. Motivated and quick learner with solid business acumen, technical proficiency, social media expertise, and sales capabilities, committed to supporting and driving substantial growth.
Overview
13
13
years of professional experience
Work History
CLM Helpdesk Representative CDD
HSBC
04.2024 - Current
- Strategic Customer Due Diligence Oversight: Led customer due diligence (CDD) initiatives for onboarding, periodic reviews, and trigger event assessments, ensuring alignment with organizational standards and regulatory requirements
- Comprehensive KYC Analysis and Verification: Directed the analysis and verification of Know Your Customer (KYC) information and documentation, implementing robust processes to enhance accuracy and compliance
- Client Communication and Compliance Management: Effectively communicated CDD requirements to clients, fostering a strong understanding of compliance obligations while ensuring adherence to defined service levels
- Regulatory Compliance Expertise: Ensured strict adherence to relevant regulatory frameworks and HSBC’s internal policies, actively contributing to the organization’s risk management and compliance strategies
- Protocol Adherence and Risk Mitigation: Championed compliance protocols and procedures, ensuring thorough execution and minimizing potential risks associated with customer onboarding and ongoing relationships
- Risk Assessment and Strategic Reporting: Conducted specialized research to identify and assess potential risks, promptly escalating derogatory or high-risk findings to senior management for informed decision-making
Senior Operations Executive
fonePaisa Payments Solution Pvt Ltd
05.2021 - 05.2023
- Nodal Account Management: Oversaw the health of the Nodal Account by rigorously monitoring fund activity, ensuring optimal liquidity and compliance with regulatory standards
- Cross-Functional Collaboration: Collaborated closely with technology and banking teams to identify bottlenecks in daily Management Information System (MIS) file processing, implementing solutions to enhance operational efficiency
- Client Onboarding Leadership: Led the client onboarding process, ensuring a seamless transition and integration of new clients into the system
- KYC Verification Oversight: Managed the verification of Know Your Customer (KYC) documentation, ensuring thorough compliance with regulatory requirements and organizational policies
- Client Relationship and Complaint Resolution: Addressed client inquiries and complaints, including cyber-crime issues, through effective email communication and resolution strategies to maintain high customer satisfaction levels
- Chargeback and Dispute Management: Directed the handling of chargeback and dispute cases, coordinating with banks and cyber-crime departments to facilitate timely and accurate refunds
- Daily Reconciliation and Compliance: Ensured daily reconciliations between bank files and system records were performed accurately, proactively following up on unreconciled items to maintain financial integrity and compliance
Assistant Manager
Tecrevolve Pvt Ltd
12.2019 - 04.2021
- Leadership and Coaching Excellence: Led and coached a team of over 30 call centre agents, fostering a high-performance culture through constructive feedback and performance management strategies
- Training and Development Initiatives: Designed and implemented comprehensive training and mentorship programs for new call centre representatives, ensuring adherence to customer service policies, procedures, and industry best practices
- Strategic Team Meetings and Performance Planning: Facilitated regular team meetings to analyses performance metrics and develop strategic work plans for upcoming periods, aligning team objectives with organizational goals
- Attendance and Efficiency Management: Oversaw employee attendance and productivity, implementing strategies to enhance workforce efficiency and ensure optimal staffing levels
- Customer Satisfaction and Issue Resolution: Championed a customer-centric approach by ensuring prompt resolution of customer issues, consistently aiming to exceed satisfaction expectations and enhance service quality
- Performance Analysis and Quality Improvement: Conducted thorough reviews of call logs and quality evaluations, identifying areas for improvement and implementing action plans to enhance overall team performance
Advisor collections
Concentrix Daksh Service India Private Limited
11.2016 - 10.2019
- Oversaw a portfolio of over 200 delinquent clients, achieving a 20% reduction in outstanding debt
- Maintained comprehensive records of collections while monitoring accounts for overdue payments
- Addressed billing and credit issues by proactively reaching out to clients regarding missed payments
- Monitored accounts to identify and track outstanding debts effectively
- Engaged with clients to inquire about their overdue payments and provide assistance
- Supervised the entire accounts receivable collection process, fostering trustful relationships with clients to facilitate debt repayment solutions
- Compiled reports on collection activities and the status of accounts receivable for management review
Sales Executive
Shariff’s Sight- N -Time
01.2012 - 02.2013
- Handling customers on call and email support
- Presented and launched the products online and in store in a structured way
- Providing excellent customer service by proactively providing customers the right kind of product
- Liaised with the suppliers to check the progress of orders
- Renewed sales performance, aiming to meet and also exceed the targets
- Managed and mentored a sales team of 12, providing product training and improving sales techniques
- Conducting market research to identify selling possibilities and evaluate customer needs
- Ensure the availability of stock for sales and demonstrations
Education
Some College (No Degree) -
Under Graduate
Skills
- Operations
- Customer Service
- Problem solving
- Customer Management
- Process Improvement
- Diversity & Inclusion
- Call Monitoring
- Communication
- Customer Experience
- Quality Auditing
- Time Management
- Leadership
- Team Work
- Customer identification
- Compliance and Reporting
- Risk Management
- Customer Due Diligence
- Analysis
- Google Sheets
- MS Word
- MS Excel
- MS PowerPoint
- Outlook
- CRT
- Avoka
- BMM – Browser main menu
Timeline
CLM Helpdesk Representative CDD
HSBC
04.2024 - Current
Senior Operations Executive
fonePaisa Payments Solution Pvt Ltd
05.2021 - 05.2023
Assistant Manager
Tecrevolve Pvt Ltd
12.2019 - 04.2021
Advisor collections
Concentrix Daksh Service India Private Limited
11.2016 - 10.2019
Sales Executive
Shariff’s Sight- N -Time
01.2012 - 02.2013
Some College (No Degree) -
Under Graduate
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