SUFIA FATIMA
Hyderabad
Summary
Customer service and operations professional with 15 years of experience in banking risk management and customer relationship management. Expertise in resolving complex customer issues and enhancing service processes to boost customer satisfaction. Proficient in complaint resolution, team leadership, and operational efficiency. Results-driven with strong communication and decision-making skills.
Overview
18
18
years of professional experience
Work History
Senior Service Associate (Lead)
Mashreq Bank
Dubai
01.2017 - Current
- Manage and motivate the team to constantly and visibly improve customer satisfaction scores and related survey results through complaints resolution.
- To handle and resolve all unstructured and complex customer complaints in an effective and timely manner.
- Managed unstructured and complex customer complaints, ensuring timely and effective resolutions.
- Coordinated with higher management to address escalated customer complaints within the established time frame.
- Proposed financial waivers and reversals for customers after conducting thorough investigations of related complaints.
- Authority to recommend process reviews, system changes and modifications across all related functions to improve customer satisfaction.
- Contributed to process and quality improvements by identifying recurring issues, investigating root causes, and formalizing template-based responses for common queries.
- To analyze root cause and provide solution to eliminate jointly with business and process owners.
- Analyzed and shared daily and monthly MIS for insights and root cause analyses, participating in development and monitoring of complaint resolution processes and reporting on key performance indicators.
- Participate in analyzing the root cause of problems and put up plans to resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product.
- Ensure compliance and audit requirements are addressed.
- To ensure external and internal TAT as per SLAs that are periodically reviewed and kept currently current.
- Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
- Training branch staff by conducting structured and unstructured programs to enhance their service delivery skills.
- Drove team motivation and management by facilitating regular interactions, training sessions, team-building activities, and career development initiatives.
- Maintain a strong follow-up with other units in order to ensure prompt, complete and accurate resolution of customer complaints.
- Handle end to end project and ensure timely submission.
- Prepare and manage the annual financials for the unit and raise timely alerts on any potential breach.
- Handled all social media complaints via Facebook, LinkedIn and Twitter.
- Ensure effective coordination with higher management of Retail banking groups and facilitate departments to act in a timely manner towards problem resolution.
Customer Service Representative
Mashreq bank
Dubai
12.2014 - 01.2017
- Assisted customers with account inquiries and transaction issues.
- Provided product information to help customers make informed decisions.
- Trained new staff on customer service protocols and systems.
Risk Operations Associate
Ivy Comptech
06.2012 - 11.2014
- Currently working for IVY-Comptech pvt. Ltd which is a wholly owned subsidiary of Bwin.party digital entertainment PLC listed on the London stock exchange for the last 2.5 years in the capacity of associate operations for Risk.
- Gained extensive experience in customer service and quality practices in risk operations.
- Adopted best practices for quality customer service, assisted clients with onboarding, conducted KYC verification, verified documents, and provided suggestions to mitigate risk.
- Processed deposits and approved withdrawals for customers, ensuring smooth operation of their gaming accounts.
- Wholly owned subsidiary of Bwin.party digital entertainment PLC listed on the London stock exchange
Customer Support Associate (Regional Contact Center)
HSBC
06.2008 - 07.2011
- Delivered exceptional customer service to enhance satisfaction and foster loyalty.
- Maintained high customer satisfaction through quality and timely service delivery.
- Strive for one-call resolution of customer issues.
- Addressed customer queries promptly, ensuring adherence to service standards.
- Rendering quality service in handling all kinds of people and assisting them with voice and non-voice accordingly. Effective maintaining service level area.
- Maintain Team Performance Tracker, Making reports and business MI on weekly and monthly basis.
- Handling all business area mail's in reference to processing of credit card payments and clearing of high value payments for corporate customers.
- Carried out various audit checks to ensure the correct procedures have been carried out and to identify any training requirement.
- Enabled new personnel to excel by providing comprehensive training on company procedures.
Education
Bachelors in Commerce -
Periyar University
Salem12-2011
Skills
- Customer service expertise
- Complaint Resolution
- Process Improvement
- Root cause analysis
- Decision-making
- Problem-solving
- Data reporting
- Financial analysis
- CRM
- CRM software
- MS Office
- Organizational Skills
Timeline
Senior Service Associate (Lead)
Mashreq Bank
01.2017 - Current
Customer Service Representative
Mashreq bank
12.2014 - 01.2017
Risk Operations Associate
Ivy Comptech
06.2012 - 11.2014
Customer Support Associate (Regional Contact Center)
HSBC
06.2008 - 07.2011
Bachelors in Commerce -
Periyar University