VIBHORE BHATNAGAR
Senior Financial Advisor
New Delhi
Summary
To achieve professional excellence in work life through the process of learning with the help of practical knowledge and to be an asset the organization I am associated with.
Overview
5
5
years of professional experience
Work History
Senior Financial Advisor
Barclays Bank PLC
09.2022 - Current
- Providing financial assistance to the customers dealing with financial difficulty in regards to the overdrawn balance of current accounts and providing them with a payment plan to improve their credit score.
- Providing financial assistance to the customers dealing with financial difficulty in regards to the overdue payments on the loan accounts and providing them with a payment plan to improve their credit score.
- Providing financial assistance to the customers who are in repeat usage of their overdraft facility.
- Addressing customer queries, concerns, and complaints promptly and providing resolution to their satisfaction.
- Referring the customers to different debt management agencies such as Step Change Debt Charity and Business Debt Line according to the nature of employment of the customer if they want to seek debt advice.
- Treating the vulnerable customers with empathy and analyzing their current health situation and provide them with the best solution possible.
- Adhere to the regulatory requirements and policies conducted by the (FCA) Financial Conduct Authority in order to protect the data of the customer.
- Maintaining basic hygiene while working from office/home.
- Applying correct hold and transfer procedures, consistently keeping call times within time-frame target.
- Performing the duty of mentoring fellow colleagues according to their tenure and skillset.
- Generating and submitting timely MIS on performance, targets and customer queries and analysis.
Senior Reservation Associate- Marketing
The Oberoi Hotels And Resorts (EIH Ltd)
04.2019 - 08.2022
- 3 years plus experience in the reservations department of The Oberoi Contact Centre
- Handling a team of 8-10 associates, allotting tasks and emails to each team member according to their skillset
- Handling guest escalations in a courteous manner to maintain the guests satisfaction
- Taking morning briefings for the team with latest updates
- Working on softwares like Micros Opera(O.R.S and P.M.S)
- Co-ordinating with sales and marketing heads situated in different regions of the country for the travel agencies and corporate accounts
- Attending cross exposure training in the supporting departments like reconfirmation, vouchers and payments, Revenue Management, etc
- Answering phone calls and email requests for the guest inquiries related to the room reservation, special requests
- Handling requests of various American Express Offers for Centurion and Platinum card holders
- Handling reservations for IndusInd Bank elite guests holding IndusInd Bank vouchers
- Actively engaged in handling the operations of all the loyalty programmes of Oberoi and Trident Hotels
- Managing different marketing and loyalty programmes like Trident Privilege, Trident Subscribe, Giftwrapped by Oberoi, Oberoi Select, Oberoi One and ongoing promotions
- Developing and implementing the overall stratergy of all the loyalty programmes in conjunction with ongoing promotions.
Education
Catering Science & Hotel Management (B.Sc)
Bharathiar University
Coimbatore, Tamil Nadu04.2019
Higher Secondary -
Laxman Public School
New Delhi05.2016
Secondary -
Laxman Public School
New Delhi05.2014
Skills
Excellent Communication Skills
Awards
Barclays Bank PLC:
- Recognized by the Director for "World Class service for customers and clients, every time" as a major Barclays value.
- Recognized by Vice President for "Excellence" as a major Barclays value.
- Received a total of 7 recognitions from fellow colleagues.
- Got awarded with 2000 points from the manager for delivering excellent performance for the month of April 2023.
- Received 2 customer recognitions for good customer service.
Oberoi Hotels and Resorts:
- Awarded with 1st position for the month of October '19 for achieving highest transactions in a month for email process.
- Kudos card received from the Reporting Manager and Supervisor for great execution of team activities and hard work.
Projects
- Front Office Manager in the 21st International Food Festival organized by International Institute of Hotel Management.
- Winner: “Group Singing” | College Event “Talent Hunt” | IIHM, Delhi.
- Certificate of Merit in Social Awareness & Leadership Camp by Laxman Public School -2014
- Shortlisted for City Level finals of HDFC Life Spell Bee Competition-India Spells 2012 by Times of India.
Tech enthusiast, passionate gamer and sports lover.
I am passionate about technology, innovation and latest gadgets in the market such as mobile phones, smartwatches, gaming consoles, PC components, etc.
I love playing casual games in my free time such as FIFA, Call of Duty, GTA V, Valorant, Counter Strike, etc.
I am also very keen and fond of learning new things in regards to personal finance. Such as investing in mutual funds, stocks, bonds, FD's, etc.
Timeline
Senior Financial Advisor
Barclays Bank PLC
09.2022 - Current
Senior Reservation Associate- Marketing
The Oberoi Hotels And Resorts (EIH Ltd)
04.2019 - 08.2022
Catering Science & Hotel Management (B.Sc)
Bharathiar University
Higher Secondary -
Laxman Public School
Secondary -
Laxman Public School
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