CN Cariappa, Customer service manager

About

Manager of operations with more than 11 years of customer service and quality audit experience in Banking, Fintech, Insurance and Real Estate and Investment domain. Comprehensive knowledge of standard banking services, products, banking internal operating policies and procedures and quality analysis. Ensure that the established process and policies are followed and responsible for overall quality and efficiency of the team of 25+ members. Determine the sales goals and provide direction to the subordinates towards the achievement of the goals. Manage and provide directions directly or indirectly towards recruitment, training, assessment, staffing and development of the team by thoroughly working on the quality parameters set to be followed. Played major role as part of CEN (Customer Engagement Network) and GSN (Global Servicing Network), converting thought to action on a regular basis. Provide strategic analysis in terms of identifying business need, defining the business problem, analysing business change or identifying new opportunities. Experience in multiple CRM tools used for the purpose of audit and operations. Serve as trusted advisor to clients by ensuring the quality standards are met as per the given target and also do an action plan to overcome challenges related to the same. Publish reports of audit and quality score of each day to manager and stake holders. Motivate the team and initiate feedback programs in case of non-performance and lack of quality adherence scenarios. Ensure satisfaction by way of addressing major and crucial financial needs of clients. Demonstrate excellent verbal and written communication skills.

Experience

Graystone Investment Group

Mar 2022 – Aug 2022

Florida

Operations Manager

Manage a team of 10 members including a Team Leader in the Acquisitions department working in Florida. Generate warm leads from the data base of home owners who are interested to sell the property. Do an extensive audit to understand the areas where an improvement can be made and create an action plan for the same. Ensure that the quality parameters are adhered to while having a conversation with the customer. Work on different tools and platforms which has the data base of home owners and allocate the leads to the team of callers to call them. Define the process and process map. Work closely with other departments like Property Management, Brokerage, Lending and Disposition for closing the deal. Generate revenue for the department and company and ensure quality and call standards are kept in high standards. Review the performance and reward the performers and come up with the coaching plan for non- performers. Set parameters and metrics for the team to work on to achieve the organisational goals.

HSBC

May 2021 – Nov 2021

Bangalore

Client service officer

Managed a team of 7 members working for clients based in Australia and a team of 5 members working for clients based in New Zealand. Audit emails of the entire team to ensure the quality of the emails and the service level adherence is maintained as per the target. Gave coaching and feedback to the team whenever needed and review their performance on regular intervals to keep the team motivated. Handle the team in assisting the clients with their requests and grievances pertaining to the commercial or retail banking accounts held with HSBC in Australia and New Zealand. Coordinate with different internal teams like Fraud and Dispute, onboarding, Relationship managers, Payments handling team, corporate credit card team and onshore managers to solve queries for these clients. Resolve concerns and queries related to the credit cards held by the clients offered by the company they are working in, including fraud and dispute settlement on the card. Act as a one point of contact for all escalations and grievances raised by these clients and ensured the same is resolved at the earliest with utmost customer satisfaction

Genpact

Apr 2019 – Apr 2021

Bangalore

Assistant Manager

Do an extensive audit of calls and emails to ensure that the quality and standards are met as per the expectations and the set guidelines of banking. Plan coaching and feedback for the employees who are unable to meet the quality standards and the quality targets. Coordinate with premium customers called Burgundy for Axis Bank. Establish and maintain relation with influential community leaders and achieve significant presence of the Bank Manage and provide leadership to direct and indirect subordinate staff, including hiring, performance appraisals, promotions and salary increases, coaching, training, and development, and disciplinary actions and define their career path Conducts short range planning, scheduling, and coordinating

Cred

Sep 2018 – Apr 2019

Bangalore

Customer success specialist

Audit the chats and emails to ensure the standard format of chat and email is followed. Share the report to the management and liaise with them to identify the pain points and come up with a solution to overcome the challenges related to the quality. Setup the process for my business unit as required by a start-up. Handle internal and external escalation coming through different media (chat, email, call). Liaise with the teams to resolve issues related to technical, system, voucher, etc. Mange the team and define their career path. Handle issue related to people and process

American Express

May 2013 – Feb 2018

Bangalore

Lead customer care professional

Part of CEN (Customer Engagement Network) and GSN (Global Servicing Network), converting thought to action on a regular basis. Ensure satisfaction by way of addressing major and crucial financial needs of clients. Liaise extensively with the backend departments to deliver 100% to the clients. Experience in multiple CRM tools, from Oracle, mainframe and in-house American Express applications for client’s benefit. Provide strategic analysis in terms of identifying business need, defining the business problem, analysing business change or identifying new opportunities. Demonstrate excellent verbal and written communication skills.

Education

Dr. C V Raman University

Jun 2008 – May 2011

BBA, Business Administration

CN Cariappa

Customer service manager

Skills

Languages