Hi, I’m
AHMED NEREKAR
Dubai
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
15
years of professional experience
1
Certification
Work History
Emirates NBD
Team Leader - Proactive Service Unit - GCE
09.2018 - Current
Job overview
- Leading a team of 17 senior support associates and providing exceptional customer service to Priority banking, Personal Banking & Business banking detractors and changing their perception towards Emirates NBD.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching service goals.
- Assigning tasks to team members and ensuring all deliverables are met within agreed SLA.
- Participated in cross-functional team-building activities.
- Coordinated weekly meetings for internal and external stake holders.
- Conducting trainings for newbies and ensuring all accesses have been provided to ensure smooth BAU.
- Identifying detractors from business banking and priority banking segments and ensuring service recoveries are being offered.
- Monitoring incoming calls and provided feedback to 17 associates to improve quality of service.
- Preparation of month end and year end reports.
- Generating 1034 team appreciations in 2022 and beating all records across call center operations,
- Providing backup to other support units during high call and complaint volumes.
Emirates NBD
Senior Support Associate - GCE
03.2014 - 08.2018
Job overview
- Proactively investigating and resolving Priority and Personal Banking customer inquiries and complaints in timely and empathetic manner.
- Processing IPP and balance conversion requests
- Raising sales leads for personal loans and credit card sales
- Answering inquiries on banking products including current, savings, loans, online.
- Improved team functionality and service capacity by resolving service requests efficiently and quickly.
- Defusing volatile customer situations calmly and courteously.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Referring unresolved customer grievances to designated departments for further investigation.
- Managing customer concerns effectively and efficiently in complex, fast-paced and challenging environment.
- Activation of dormant accounts for both PRB and Business Banking customers
- Collecting Feedback from PSB/PRB & Business Banking customers and resolving their concerns.
Hutchison 3 Global Services-Vodafone Australia
Customer Relations Advisor
04.2010 - 03.2014
Job overview
- Providing end to end resolution to Vodafone Australia's Customers for issues related to 3g mobile phones & mobile broadband services.
- Bill explanation / Processing payments & Collections.
- Escalation of Network issues to Networking team in Australia.
- Creating cases and raising faults to back office team.
- Following up with customers in regards to their technical queries.
- Raising sales leads for 3G contract mobile phones and modems.
- Out calling payment defaulters for collections of payments.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot.
- Investigated and resolved customer inquiries and complaints in timely and empathetic manner.
- Developed reputation as efficient service provider with high levels of accuracy.
Sitel India Ltd.
Customer Service Support
08.2007 - 04.2010
Job overview
- Managed call flow and responded to technical support needs of customers.
- Installed software, Spyware troubleshooting and resolving other technical issues through remote access.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Identified and solved technical issues with variety of diagnostic tools.
- Defined and documented technical best practices.
- Referred unresolved customer grievances to designated departments for further investigation.
- Recommended new Dell products to customers, resulting in achieving team targets.
Education
Akshat Institute of TechnologyMumbai, India
Diploma from Mobile Engineering
2003
Maharashtra Typing InstituteMumbai, India
Certificate in Computer Operations
1996
Maharashtra CollegeMumbai
Higher Secondary College from Arts
1993
Indian School KuwaitKuwait
High School Diploma
1990
Skills
- Teamwork and Collaboration
- Work Planning and Prioritization
- Overseeing Daily Activities
- Performance Evaluations
- Motivational Leadership
- Issue and Complaint Resolution
- Shift Scheduling
- Banking operations knowledge
- Key Performance Indicators (KPI)
Certification
- CAP Certified, Skillsoft's Business Development Community.
- Coach to Excel Certified by Emirates NBD
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)
Marathi
Intermediate (B1)
Accomplishments
- Awarded as Part of the Best Team Sept 2008-Sitel
- Awarded as Best Tech Overall - 1st Runner Up March 2009-Sitel
- Awarded as Best Tech Overall – 2nd Runner Up FY09-Q4-Sitel
- Awarded as Part of the Best Team Sept 2009-Sitel
- Awarded for 100% Attendance – 2010 – 2011-Hutchinson Global
- Awarded for Best on Customer Satisfaction – 2010-Hutchinson Global
- Awarded Bravo Champ for Q4 2014 Emirates NBD
- Awarded Best Quality for the month Emirates NBD
- Awarded Bravo Champ for Q3 2015 Emirates NBD
- Gems Service Excellence Award Q4 2015 Emirates NBD
- Gems Service Excellence Award for highest number of customer appreciations Q3 2016
- Best Team award 2018
- TOPs Leadership award 2019
- Q1 Q3 RnR 2021 awardee
Additional Information
Passport Number: P808879
Place of Issue: Dubai
Date of Issue: 21/12/2016
Date of Expiry: 20/12/2026
Visa Status: Resident
Visa Validity: 03/11/2024
License: Valid UAE drivers license
Timeline
Team Leader - Proactive Service Unit - GCE
Emirates NBD
09.2018 - Current
Senior Support Associate - GCE
Emirates NBD
03.2014 - 08.2018
Customer Relations Advisor
Hutchison 3 Global Services-Vodafone Australia
04.2010 - 03.2014
Customer Service Support
Sitel India Ltd.
08.2007 - 04.2010
Akshat Institute of Technology
Diploma from Mobile Engineering
Maharashtra Typing Institute
Certificate in Computer Operations
Maharashtra College
Higher Secondary College from Arts
Indian School Kuwait
High School Diploma
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