Sushant Sinha
United Arab Emirates
Summary
Experienced resource in the shared services and banking industry with primary responsibilities into Client Services and Operations Hands on team management experience with effective communication, objective setting and driving results Experience in monitoring delivery of high-quality customer experience, elevating customer satisfaction while adhering to SLAs & work processes and managing cost effective operations Excellent interpersonal, communication and organizational skills
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Selling Partner Support Associate
ii
03.2021 - Current
- Providing prompt, efficient and high-quality service to Amazon Sellers through email and phone
- Working with multiple technology applications and features to resolve Seller contacts
- Demonstrating the ability to work independently while using departmental resources, policies and procedures
- Maintaining high performance metrics such as quality, productivity, first contact resolution, and attendance
- Demonstrating end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers
- Demonstrating effective, clear and professional written and oral communication
- Providing prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues
- Demonstrating excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.
Reservations Executive
Xclusive Yachts
12.2019 - 07.2020
- Managing Global HNI clients for travel and hospitality achieving highest customer service feedbacks
- Delivering error free transactions of foreign exchanges and refunds
- Managing customer queries, inventory, reservations, and vendor management
Relationship Manager
Mashreq Bank
05.2015 - 10.2018
- Led a mid-sized high-performance team by coaching, mentoring, building trust and communicating effectively for seamless process functioning
- Responsible for owning high value client relationship and ensuring their retention leading to increase in product penetration
- Identifying the clients financial and other banking needs and offering products and services as per the need mostly foreign exchange requirements, investments and General Insurance
- Ensuring inter-department co-ordination to ensure customer instructions are executed correctly and in a timely manner
- Improving customer experience by collating customer feedback, identifying areas to improve such as operational, administrative, processes and competitiveness of products and services
- Driving market leading standards for conduct and controls in line with bank values and expectations
- Have also managed the customer KYC process and other branch banking activities
- Implementing framework throughout the process to achieve annual goals by identifying process issues and providing solutions to meet productivity, quality and customer goals
Claims Officer
EXL Services BPO Solution
09.2014 - 02.2015
- Motors claims management for direct line group insurance for the clients of RBS (Royal Bank of Scotland)
- Managing the team of claim handlers, coaching and mentoring to ensure productivity and profits
- Strategized the procedure of recovering claims from Third Party Insurance Companies
- Conduct operational readiness assessments to provide an effective Claims along with Damage Fulfilment
- Analysis of claim made by a policymaker and Investigating potentially fraudulent claims
- Building relationships with loss adjusters, forensic accountants and solicitors, as well as other legal/claims professionals
- Ensuring the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines
- Involvement in loss adjusting activities and in legal discussions relating to settlement along with seeking legal recovery of money paid outs
- Adhering to legal requirements, industry regulations and customer quality standards set by the company
Business Analyst
Barclays Shared Services
10.2010 - 06.2014
- Managing Barclaycard customer service and grievance resolution ensuring high CSAT results
- Member of the RCA (Root Cause Analysis) team to improve customer experience to reduce complaints and improvising Sales
- Assess process issues and identify solutions to meet productivity, quality and customer goals
- Conduct operational readiness assessments to provide an effective Sales and Service
- Have also managed the sales of all Barclays Insurance and Loan products and ensured customer retentions
- Business acquisition for Barclays through Balance Transfers from other cards
Education
B.Com -
School of Management Sciences
India 03.2006 - 03.2009
Skills
Relationship building and management
undefinedTimeline
Selling Partner Support Associate
ii
03.2021 - Current
Reservations Executive
Xclusive Yachts
12.2019 - 07.2020
Relationship Manager
Mashreq Bank
05.2015 - 10.2018
Claims Officer
EXL Services BPO Solution
09.2014 - 02.2015
Business Analyst
Barclays Shared Services
10.2010 - 06.2014
B.Com -
School of Management Sciences
03.2006 - 03.2009
Similar Profiles
Hugo TapiaHugo Tapia
Physiotherapist at CESFAM Reina Isabel II ( Queen Elizabeth II Family Medical Center )Physiotherapist at CESFAM Reina Isabel II ( Queen Elizabeth II Family Medical Center )
Adam CraftAdam Craft
Crew Member at McDonald's Villawood IICrew Member at McDonald's Villawood II
Stefanie BooneStefanie Boone
World Language Department Chair at John Paul II High SchoolWorld Language Department Chair at John Paul II High School