sukhvinder atwal

Led a project in reducing all outstanding complaints of up to 4 years old, within 8 weeks before major a company merger

Project managed improvement of training and development material for major bank to new site ahead of schedule. Delivered a saving of £15m by testing, and redressing errors with complex redress calculation of 30,000 customer complaints

* PPI Complaint Reviewer * Completing holistic review of PPI complaints for a major high street bank. Working towards targets and deadlines within strict regulatory measures * Reviewing customers’ financial situations whilst ensuring that there is a fair outcome in line with mandatory processes and regulatory requirements. * Completing peer review checks on colleagues cases to ensure work is completed to regulatory and business requirements.

* Review of payment protection insurance mis-sale complaints in line with ombudsman guidelines. Liaising closely with both consumers and firms to resolve individual complaints at earliest opportunity. * Effective communicator, utilising telephone and written communications with individuals and firms to resolve complaints in a timely fashion. * Operating effectively in a highly target-driven environment, managing my own case load and regularly exceeding production and quality targets. * Act as main point of contact for team MI, providing statistics for senior management and workload allocation for colleagues. * Complete peer checking and provide feedback to improve team quality.

* Carried out through technical investigations of business changes and highlight problems or solutions while providing advice and feedback to Analysts and Developers as part of full project lifecycle. * Developed plans for the testing of new projects and system processes by evaluating detail and creating test plans and test scripts. Quality Centre trained and experienced on full end to end defect management. * Completed functional and non functional test execution to ensure projects meet business requirements and deadlines. Proven record of successfully adapting to changes in project requirements and deadlines. * Scripted and completed basic automation scripts to reduce test execution times to ensure prompt delivery of projects with the use of Quick Test Professional. * Specialties: Key Skills * ICBS/AS400 * FDI * Quality Centre * Automation Testing with Quick Test Professional * Unix * SQL * Oracle Databases * Web based testing

* Provide advice and guidance on employee issues and act as intermediary in redundancy, grievance and disciplinary meetings. * Worked closely with the management team as department representative to discuss and negotiate employee terms during consultation periods. Attended meetings with business heads to express concerns and discuss solutions. * Guided employees and managers to resolve personal issues and manage conflict while maintaining confidentiality * Represented whole Technology area at managerial level during two company wide consultations.

* Worked across various products to analyse and resolve customer complaints while meeting regulatory requirements. * Set up new processes to deal with high volumes of customer claims. Managed and trained a number of associates in handling claims while quality checking work completed. * Acted as department representative in Legal and Compliance meetings to discuss new legal requirements and process changes. * Successfully designed and implemented a new complaint handling process for company’s Indian call centre and provided ongoing support to improve efficiency.

* Key member of new project team responsible for writing call scripts, managing systems access for the team, call coaching and real-time monitoring. * Liased with IT department and supported testing of new system to aid the sales process for this product. Acted as main point of contact and provided ongoing support to customer services department in using the new system.

Various roles held as a servicing associate covering loans and insurance and cards. Actively engaged customers to service accounts and sell in a fast moving call centre, continuously exceeding targets and deadlines. Built up customer rapport and relationships to exceed sales targets. Actively involved in call monitoring and quality, reviewing scripts to ensure optimum sales potential for the team Coached other team members through training and support to increase overall team statistics. Ensuring all associates met business standards proactively identifying training needs for individuals and giving coaching and support.