Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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VINAY BHATT

Noida

Summary

Results driven & hands-on professional with rich expertise in Customer Service, Operation Management, Client Engagement and Debt Management. Exceptional skills in addressing customer concerns and resolving them timely and effectively. Thorough understanding of Controls, Outbound Voice & Debt management. Sound knowledge of MIS, Primarily FTE Forecasting and Analysis. Effectively address & resolve clients issues. Prepare business proposals. Expert in establishing trust & rapport with clients while fostering guest / client relationships. Team player with strong leadership qualities and excellent presentation, interpersonal, communication and time management skills. Astute decision maker with superior problem solving, critical thinking, organizing and coordinating capabilities. Open to challenges with a can-do attitude.

Overview

15
15
years of professional experience

Work History

Assistant Manager

Barclays PLC
06.2016 - Current
  • Lead a team of 10+ customer service representatives, overseeing day-to-day operations in a high-volume call center environment
  • Develop and implement strategies to improve customer satisfaction, resulting in an improved NPS
  • Conduct regular performance reviews, coaching, and training sessions to enhance team productivity and service quality
  • Collaborate with cross-functional teams to streamline processes, reduce response times, and improve overall service efficiency
  • Analyze call center metrics to identify trends, implement corrective actions, and optimize performance
  • Manage customer escalation processes, ensuring timely and effective resolution of complex issues
  • Ensure thorough maintenance and organization of all change-related evidences and documentations
  • Communication of new updates and process within the Team and stakeholders
  • Recognize wastage in a process, highlight it and suggest ways to minimize the same
  • Transfer the knowledge and information gained to all the colleagues so they are aware of the changes and new SOPs
  • Hold discussions with team understand their challenges
  • Participation in Planning calls to discuss the Staffing shortfalls for future weeks and suggesting possible mitigations to minimize the gaps
  • Monthly MI reporting that processes are compliant and adhering to the agreement
  • Report breaches & work with respective stakeholders to mitigate the impact
  • MBR calls with stakeholders to understand challenges and suggest solutions wherever feasible
  • Manage a team of Outbound Voice Automation analysts who are responsible for generating outbound contacts for the organization
  • Develop and maintain monthly requirements for different Barclaycard products
  • Suggest and coordinate changes for a better and compliant user experience for the colleagues as well as the end customers.

Senior Analyst

Tata Consultancy Services
09.2012 - 06.2016
  • Managed customer service for a US based client, resolving queries, related to services, disputes & billing
  • Identify Process Improvement Ideas & RPAs to improve collection efficiency
  • Maintain NPS tracker for the team and provide feedback wherever necessary
  • Work with the QA team to discuss the team’s performance call quality wise
  • Client servicing by ensuring KPIs & SLAs are met MOM
  • Coordinating with business HR from Onboarding till Separation of resources
  • Liaison with Sales Manager & Assist Customer on disputes in order to expedite payments
  • Robust governance calls with stakeholders daily to discuss issues and challenges with business inputs
  • Bi-Weekly review with both internal and external leadership to discuss performance issues and progress status
  • Create guides & documents of best practices so that when a new joiner comes, they can refer to the guides to understand the process
  • Coordinate with the access management team to ensure user IDs and profiles are ready for to go live date.

Senior Specialist

Altisource OCWEN Financial Solutions
07.2011 - 04.2012
  • Successfully addressed and resolved customer issues related to AMEX cards
  • Manage disputes on the card transactions
  • Helped new joiners to understand the project by knowledge & best practice sharing.

Senior Specialist

IQOR
01.2010 - 07.2011
  • Delivered results for 3rd party collection of resurgent capital services
  • Responsible for making outbound/inbound calls to customers to understand their financial difficulties.

Education

Bachelor of Commerce -

Delhi University
01.2013

Skills

  • Customer Relations
  • Stakeholder Management
  • Operations Management
  • Problem-Solving
  • Microsoft Outlook, Word, and Excel
  • MIS Reporting
  • Debt Management
  • Data Analysis
  • Cross-functional Coordination
  • Team Leadership
  • Communication Skills
  • People Management

Languages

English
Hindi

Personal Information

  • Father's Name: Lt. Sh. B.D. Bhatt
  • Title: Assistant Manager
  • Date of Birth: 05/17/91
  • Marital Status: Married

Timeline

Assistant Manager

Barclays PLC
06.2016 - Current

Senior Analyst

Tata Consultancy Services
09.2012 - 06.2016

Senior Specialist

Altisource OCWEN Financial Solutions
07.2011 - 04.2012

Senior Specialist

IQOR
01.2010 - 07.2011

Bachelor of Commerce -

Delhi University

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VINAY BHATT