roshan pinto

* Responsible for providing support to our customers in Australia and ensuring a smooth transition of their services from other telecom providers like Vodafone, Telstra, Optus * Liaising with our competitor Australian network providers. Resolving complaints from TIO Australia (Telecom Industry Ombudsmen) & CRT Brisbane (Customer Relations Team). * Managed a team of 15-20 customer service representatives.

* Managing the onboarding process of clients for newly launched projects. * Handling all customer queries from the booking stage, welcome call, time-bound payments until registration of property. * Managing customer grievances received via email and call & ensuring customer satisfaction. * Conducting training sessions for new team members.

* Call Evaluations – Analyze and review advisor wise and department performance through daily call listening. * Calibration – Conducting call calibration sessions with Operations, Training & Quality to ensure a desired standard is followed to gauge call quality and skills. * Feedback/ Coaching – Instrumental in identifying the pain areas within teams for call quality/ knowledge & providing timely feedback. Also helping the process meet the service deliverables. * Improvement Projects - Working on department level projects based on the analysis done on the Sales Satisfaction Survey. E.g. Project to reduce the time taken by advisors on the Escalation Desk, process improvements etc * Reporting – Providing clients and operations with the desired data analysis to help them work on advisor wise/ department level improvements. * Communication - Conceptualizing, planning and communicating the Quality definition document for the organization. Conducting briefings based on the weekly analysis done for the department.

* Handling the NRI document verification process in the Central Processing Unit of the bank. * Managing the document verification for Non-Resident Indian Accounts, Vostro Accounts, FCNR / NRE fixed deposits, received for account opening. * Coordinating with branches across the country & also representative offices in Dubai, Abu Dhabi & Qatar for matters related to Non Resident accounts. * Liaising with the NR Product team, Global Corporate Markets, General Banking Operations, for issues related to NR accounts. * Adherence to KYC, Audit & RBI guidelines pertaining to NR documentation.