ZAHIR AHMED.AS
Chennai
Summary
Skilled professional with 15 years of experience in Banking and Shipping. Demonstrated success in both individual contributor and people manager roles. Specialized in Team Building, Stakeholders Management, Performance Management, Process Improvement, Collections, and Dialer Management.
Overview
18
18
years of professional experience
Work History
Senior Collection Officer
CMA CGM GLOBAL BUSINESS SERVICES
Chennai
12.2022 - Current
- Preparation of daily aging report, outstanding extraction from the C report on a daily basis, which will be circulated to the team and the Top-Level Management.
- Preparation of the Weekly Call report and circulating the same to the Team and Top-Level Management.
- Conducting a weekly call with the agency and top management to ascertain and discuss the challenges regarding outstanding invoices.
- Prepare customers' statements of accounts and send them to customers for payment follow-ups.
- Performing account reconciliations, streamlining the customer issues by solving their disputes.
Assistant Manager - Operations
Concentric Daksh Services India Pvt Ltd
02.2021 - 08.2022
- Operations Management: Plan, organize, and execute daily deliverables, and meet SLAs.
- Oversee day-to-day operations of the Collection team for Personal loan, Credit card, Auto loan, BUREAU calling, and CARE team.
- Participate in weekly business review and share team's performance, ideas, and challenges.
- Inspire and influence team members to outperform and aim for excellence through adherence to the quality standards and SOPs.
Assistant Manager Operations
Standard Chartered Bank
Chennai
08.2015 - 02.2021
- Responsible for the day-to-day management of the contact center operations.
- Design, analyze, and execute dialer strategies to meet client and organization objectives.
- Manage the dialer system and ensure that the call center runs as effectively and efficiently as possible.
- Plan and Implement Dialer Campaigns with various workgroups and filters.
- Track and publish campaign reports with all stakeholders.
- Analyze dialer data and generate insights for improving communication efficiency.
Executive Commercial
Unitech Limited
Chennai
01.2012 - 05.2014
- Initiate and perform KYC checks for all new customers as per SOPs.
- Manage queries and complaints routed via calls or direct walk-in.
- Make a new booking of flats, plots, villa, etc. using FoxPro and SAP application.
- Drive sales by connecting with prospects and convincing them to buy.
- Generate monthly sales report and maintain all MIS reports.
Senior Associate
HSBC Bank
Chennai
06.2006 - 12.2011
- Extend knowledge support to all lines of business (Voice, Email) in contact center.
- Manage customer escalations, provide resolutions, and perform end-to-end follow-up until closure.
- Performed side by side Training of employees (New Hire) along with monitored performance of the batch.
- Conduct refresher training on product and process to improve customer experience and quality outcome.
Education
B.C.S - Bachelor of Corporate Secretaryship
The New College
Chennai, Tamil Nadu01.2001
Skills
- Interpersonal Relationship
- Stakeholders Management
- Self-Motivated
- Employee Motivation
- Succession Planning
- Leadership
- Problem-Solving
- Process Improvement
- Performance Improvement
- Planning & Execution
- Reporting & MIS
- Drive Business Outcome
Accomplishments
- Winner of Top Performer Award - For being best team leader & for achieving collection target consistently for 4 months in a row (Mar-2021 to Jun-2021)
- Recognized as the most efficient & most organized team member - For Error-free processing with 100% target achievement (UAE Client)
- Received excessive client appreciations on several occasions for exhibiting excellent collection skills
- For achieving collection of 1 Million Dirham against the target of 800 K Dirhams
- Awarded as Best Collection Executive (2019 – 2020)
- Rewarded with Samsung Tab as a token of appreciation
- GEM (Going Extra Mile) Award - For achieving highest collection figures in south zone
Languages
- English
- Hindi
- Tamil
- Urdu
Disclaimer
I hereby declare that all the information given above is true and correct to the best of my knowledge.
Timeline
Senior Collection Officer
CMA CGM GLOBAL BUSINESS SERVICES
12.2022 - Current
Assistant Manager - Operations
Concentric Daksh Services India Pvt Ltd
02.2021 - 08.2022
Assistant Manager Operations
Standard Chartered Bank
08.2015 - 02.2021
Executive Commercial
Unitech Limited
01.2012 - 05.2014
Senior Associate
HSBC Bank
06.2006 - 12.2011
B.C.S - Bachelor of Corporate Secretaryship
The New College
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