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概要
I am willing to give total support to the organization that I am working for, with all my experiences, capabilities, skills and commitments, in order to achieve the organizational goals and create mutual benefits
项目
工作经历
Business Analyst
• Business analysis and requirement gathering for new projects/change requests.
• Liaise with business contacts and clarify detailed requirements. Coordinate meetings with business, IT project team& vendor.
• Providing support services to all branches and others business regarding CBS (Core Banking System) and EBS (Enterprise business Suits). .
• Take up business issues, where required with relevant business group and obtain clarification.
• Assist business in preparation of BRDs and the development in preparation of Functional Specification and obtain signoffs.
• Coordinate work with other internal team members.
• Provide on-line as well as off-line support to business and team members.
• Prepare CRFs & obtain signoffs.
• Prepare test cases & obtain UAT signoffs from stakeholders.
• Prepare user manuals.
• Provide assistance in training of user on the new system.
• Manage project timelines, project status and ensure timely delivery using Enterprise project management tools.
Application Consultant
• Business analysis and requirement gathering for Reconciliation Solution.
• Implementation of Corona Cards, Investigation reconciliation modules.
• Configuration of Webconnect.
• Coordinate work with other internal team members.
• Provide on-line as well as off-line support to customers and team members.
• Documentation for reconciliation modules and projects.
• R&D of reconciliation modules.
• Training and Coaching of Customers and Team Members
Phone Banking Officer Inbound
• Handling queries of the customers and providing information as per defined standards.
• Effective redressed of all customer complaints and providing solutions / escalating problems.
• Educating customers about the product & services of the bank.
• Taking customer requests for issuance of Pay Orders/Demand Drafts, Visa Debit Card, Sms Banking Package Activation/Deactivation, Statement of Account, Balance Inquiry, Auto Finance, and Home Finance & Business Finance Sales Lead Generation.
• Generating leads and passing them to concerned department.
• Providing feedback to the team leaders about product and process and contribute in the improvement.
• Softwear which I can use efficiently.
1. UNISION (General Activity)
2. Mysis (Branch Banking)
3. CTL (Credit Card)
4. IRIS (Visa ATM \Debit Card)
Customer Care Representative
• Workedas a SAP Power User (SAP-ISU&CRM) in Customer Care Department.
• Part of CRM development and improvement team.
• Active Member of SAP IS-U and CRM Modules Training and Implementation.
• Consumer Handling
• Handle correspondence.
• Provide Satisfying Information to Customers
• Consumer/Official Documentation(where Necessary)
• Follow up of Consumer Complaints from RPR&C.A (Customer Accounts) on daily basis/Weekly basis.
• Correspond against objection raised by CA/RPR
• Handle All allowance Cases end to end Process
• Keep the status up to date to efficiently address customer queries.
• Handle queries made by customers through mail, email, walk in and phone Maintain a record of queries.
• Making Bill installments through SAP CRMS
• Drafting monthly Reports for Customer Care Department.
• Maintains the data bases.
• Maintains confidentiality of data at all levels.
• Updating Daily Reports
