Резюме Team Lead

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Almeida

Relief Team Leader

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ProfilE

A Financial Specialist for Credit Card Operations for over 7 years. Experienced in Sales, Administration and Customer Service in Correspondence, Emails and Calls.

Contact

PHONE:

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EMAIL:

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Hobbies

Reading Books,

Playing Cricket and Football

SKILLS

Customer Service

Team Player

Process improvement

Sales

Ability to build and maintain relationships

Problem Solver

Go Getter

ADDITIONAL INFORMATION

Learning Russian language, experiment with new food and new places

EDUCATION

[B.A Economics – Wilson College, Chowpatty, Mumbai - 400007]

[June *****************]

[H.S.C – Wilson College, Chowpatty, Mumbai - 400007]

[June 2003 – April 2004]

WORK EXPERIENCE

[JP Morgan Chase] [Relief Team Leader for Credit Card]

[Sept. 2017 – Sept. 2020]

Relief Team Leader in Customer Service – Handling Escalations, Meet Business Requirements and Partner Contractual. Handling Floor Allocation to ensure productivity. Initiating Strategy and training for multitasking queues on regular intervals. Auditing work of employees to ensure adhering to company policy. Supporting CMS to reduce call volumes. Encouraging Team Nominating letters, emails and calls. Ensuring team and floor support all the time.

[JP Morgan Chase] [Financial Specialist for Credit Card]

[March 2013 – August 2017]

Serving Customer Inbound calls, mentoring new specialists, Process Improvement Spoc; Working with specialists in the bottom quartile.

Participating in talent development. Scheduling contest for the floor.

[3 Global Services] [Subject Matter Expert]

[August 2007 – August 2012]

[SME for Modems and Mobile process where I managed team, handled escalations, conducted process training, coaching etc. Best Specialist of the year for 2010 -2011]

[Times of India] [Sales Executive]

[May 2004 – May 2007]

[Sales Rep for Byculla. Awarded the highest sales in South Mumbai for Mumbai Mirror]

Achievements: Within a year won the Commitment Champion and was awarded Team of the Year 2018. Won the team of the quarter III and IV 2018. Additionally, I was promoted to a Sr. Specialist. Won the catalyst of the quarter in 2019