Kumari Ashlesha Anand
Evere
Summary
I have 10 years experience in customer service out of which 9 years was while i was working in Retail Banking And Wealth Management . I am well qualified Trainer and Team Leader / Manger basis my experience in the Banking and customer service. I have good communication and interpersonal skills and always have an insight approach. i am seeking full time position that offers professional challenges utilizing interpersonal skills, knowledge of Banking and Customer service and experience.
Overview
10
10
years of professional experience
Work History
CCSS Process Trainer
HSBC (Hong Kong and Sanghai Banking Corporation)
01.2021 - 04.2023
- Was process trainer where in trained NTB (New To Bank ) Staff on process, procedure, customer service and Customer experience
- Was responsible to train staff about improving customer experience with Bank by providing best Customer service by following right procedure and following Risk and Compliance guidelines.
- My training also included AML, Sanctions and KYC information and tailored made activities to make sure staff are trained to mitigate risk on day to day basis and highlight if any RED Flags.
- NTB staff were trained on that communications is the key while dealing with customer as frontline.
- i was responsible to make sure when staff moves to operations floor , must have good knowledge of company objectives, job role and responsibility and most importantly they know the value of customer service and how it can make and break reputation of organization
- NPS was another key important point lied in scope of training , where in i made staff aware of importance of Net Promoter Score and how its important in their line of service.
- i have an experience to making training programme basis company requirement .
- I have experience in sitting through recruitment process.
CSE Customer Service executive
HSBC (Hong Kong and Sanghai Banking Corporation)
08.2014 - 04.2023
- I was responsible for Premier Customer's Customer experience with Bank , customer complaints, achieving service to Sale Target , Quality, NPS score.
- I was serving Retail Banking Customers of Middle East which include Oman, Bahrain, Qatar , UAE.
- I am aware of Banking operations of Middle east region.
- i Resolved customer complaints in a timely manner while maintaining professional attitude.
- i have experience of De-escalating problematic customer concerns, maintaining calm, friendly demeanor.
- I have excellent communication skills in resolving product and consumer complaints.
- i have Surpassed sales goals through implementation of successful pitches.
Team Manager Operations
HSBC (Hong Kong and Sanghai Banking Corporation)
07.2016 - 12.2022
- I was responsible for team of 15 people year on year in my career as Team Manager , and made sure they meet their daily objectives on day to day basis which eventually helped me and my team to meet our monthly and yearly objectives.
- I was responsible for Premier Customer's Customer experience with Bank , customer complaints, achieving service to Sale Target , Quality, NPS score.
- I was responsible for Retail Banking Customers of Middle East which include Oman, Bahrain, Qatar , UAE.
- I am aware of Banking operations of Middle east region.
- i Resolved customer complaints in a timely manner while maintaining professional attitude.
- i have experience of De-escalating problematic customer concerns, maintaining calm, friendly demeanor.
- I have excellent communication skills in resolving product and consumer complaints.
- i have Surpassed sales goals through implementation of successful pitches.
- i had Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- i also Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- i have experience in Promoting high customer satisfaction by resolving problems with knowledgeable and friendly service.
- i used to make sure that Reviewed completed work to verify consistency, quality and conformance.
- i have given my share of contribution Implemented process improvements aimed at increasing efficiency while reducing costs wherever possible.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Initiated training sessions and coached employees to develop effective staff.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
Technical Support for Desktops for US Customers
WIPRO India Pvt. Ltd.
06.2013 - 08.2014
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Resolved customer inquiries related to software applications, hardware issues, operating systems, and network connectivity.
- Coordinated with other departments within the organization in order to resolve complex issues quickly.
- Evaluated software or hardware to recommend improvements or upgrades.
Education
Bachelor of Science - Zoology
Bokaro Mahila Collage
Bokaro Steel City04-2009
High School Diploma -
BISSS
Bokaro Steel City04-2005
Secondary education -
BIV
Bokaro Steel City Jharkhand , India04-2003
Skills
- Fluent in English reading , writing , Speaking
- Basic level of French speaking , reading , writing skill fluent in Hindi , Telugu language
- Making presentation and 30-60-90 plans
- Training , Learning and development
- Knowledge of Fraud Mitigation , AML Sanctions KYC, NPS and different types of Banking and credit card information
- Expert Knowledge and experience of Retail Banking and Wealth Management
- Problem solving and decision making
- Team Handling , Customer Engagement ,interpersonal skills
- Relationship building , customer success management
- Subject Matter Expertise in banking operations , services and credit card , handling queries on different types of loan
- Strategic Thinking
- Navigating
- Internal project Handelling
Accomplishments
- Won Center of excellence award in 2019 in Oman
- Won Awards for Team of the quarter, Team Manager of the quarter, outstanding coach and Golden Circle award for successful outsourcing transition for department
- Nominated for Service excellence award twice (2016 and 2019)
Photography , painting , Art and Craft
I like taking self portraits, and scenic beauty. I like to Paint and embroider and make small art in my free time.
Languages
English
Bilingual or Proficient (C2)
French
Beginner (A1)
Hindi
Bilingual or Proficient (C2)
Bengali
Elementary (A2)
Telugu
Elementary (A2)
Timeline
CCSS Process Trainer
HSBC (Hong Kong and Sanghai Banking Corporation)
01.2021 - 04.2023
Team Manager Operations
HSBC (Hong Kong and Sanghai Banking Corporation)
07.2016 - 12.2022
CSE Customer Service executive
HSBC (Hong Kong and Sanghai Banking Corporation)
08.2014 - 04.2023
Technical Support for Desktops for US Customers
WIPRO India Pvt. Ltd.
06.2013 - 08.2014
Bachelor of Science - Zoology
Bokaro Mahila Collage
High School Diploma -
BISSS
Secondary education -
BIV
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