Bryan Steve Anthony
Dubai
Summary
Results-driven Contact Center Specialist with over 19 years of experience in managing large teams and consistently exceeding performance metrics. Demonstrated success in enhancing customer satisfaction and reducing call wait times. Possesses strong leadership and communication skills, with extensive experience in overseeing call center projects, including implementation. A fast and eager learner dedicated to continuous improvement.
Professional with extensive background in relationship management, prepared to drive impactful client interactions. Known for effective team collaboration and consistent achievement of results. Skilled in client communication, conflict resolution, and strategic problem-solving. Reliable and adaptable in dynamic environments.
Knowledgeable [Desired Position] with background in fostering client relationships and providing exceptional service. Managed client portfolios and collaborated with cross-functional teams to enhance client satisfaction. Demonstrated strong communication and problem-solving skills to address client needs effectively.
Professional in client relations with history of enhancing client satisfaction and retention. Adept at managing high-value client portfolios and delivering tailored solutions to meet client needs. Known for collaborative teamwork and adaptability to evolving client requirements, ensuring reliable and flexible support.
Experienced with building and maintaining strong client relationships. Utilizes effective communication and problem-solving skills to understand and address client needs. Track record of enhancing client satisfaction through proactive and personalized service.
Innovative Relationship Manager focused on developing strategic business opportunities by delivering exemplary service to each client's individual needs. Respected professional with exceptional knowledge regarding risk management.
Overview
19
19
years of professional experience
Work History
Relationship Associate
ENBD - Emirates National Bank of Dubai
08.2023 - Current
- Manage incoming customer calls, addressing their inquiries and complaints
- Respond to requests and concerns effectively
- Follow standard operating procedures when handling calls
- Developed strong rapport with clients by actively listening to their needs and demonstrating genuine concern for their financial wellbeing.
- Leveraged extensive knowledge of banking products and services to provide tailored recommendations based on each client''s specific goals.
- Managed confidential client information with the utmost discretion, adhering to all relevant data protection regulations and protocols.
- Accurately capture required information while submitting service requests
- Managed a diverse portfolio of clients, ensuring their financial needs were met and exceeded.
- Prepared comprehensive reports for management regarding account performance metrics, helping inform future decision-making processes.
- Coordinated meetings between clients and senior relationship managers, fostering productive collaboration and strategic planning efforts.
- Contributed to sales initiatives by identifying cross-selling opportunities within existing client accounts, expanding revenue streams for the organization.
Sub Head
BankIslami Pakistan Limited
02.2022 - 07.2023
- Oversaw daily services and operations, ensuring the smooth handling of 4,000 calls each day
- Deployment of IVR with process documentation, vendor finalization, Marketing campaign, Testing /UATs and implementation of the project
- Developed a knowledge base web portal for Phone Banking Officers to navigate the information from the portal
- Launched a Quality Assurance program that improved customer satisfaction scores
- Achieved a significant increase in service levels compared to the previous year
- Enhanced the internal call center management system to accommodate higher call volumes
- Coordinated training sessions and workshops to enhance skill sets, resulting in increased confidence and competence among team members.
- Implemented cost-saving measures that contributed to reducing operational expenses without compromising quality or service levels.
- Developed a strong rapport with colleagues by participating in team-building activities and fostering open communication channels.
- Enhanced team productivity by implementing efficient work schedules and delegating tasks effectively.
- Streamlined communication among team members, resulting in higher collaboration and faster problem resolution.
- Championed professional development initiatives within the team, encouraging continuous learning opportunities for all staff members.
- Maintained detailed records of all projects, ensuring accurate documentation for future reference or audit purposes.
Unit Head - Contact Center
Soneri Bank
08.2017 - 01.2022
- Launched WhatsApp Banking
- Launched VoC Unit
- Launch Outbound Unit
- Developed the strategy for the Contact Center Unit, keeping up with emerging practices and technologies
- Ensured ongoing recognition for the quality of our customer service
- Queue Management System (QMS) portal access for the branches, which allows live monitoring of the cash counter performance
- Service level escalation alerts to the branches has been initiated
- IVR deployment the key features attributed to this feature was Position in Queue (PIQ), Customers apprised their number/ order in the call queue with option of call back
- Masking the debit card number
- Awareness message on IVR during hold & call wait time
Call Center Manager
HABIBMETRO Bank
02.2015 - 07.2017
- Managed a team of 50 call center agents, focusing on improving retention rates
- Mentored, motivated, and trained the team to deliver exceptional customer service aligned with business objectives, achieving service levels as per the bank's defined KPIs
- Developed and oversaw the customer contact center, handling numerous customer inquiries each week
- Collaborated with vendors and internal stakeholders to develop and implement a CRM system
- Implemented system to take request for Payorder and chequebook through Call Centre
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Developed quality employees within call center to take over leadership positions.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Implemented innovative service strategies to improve customer experience and engagement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Determined quality assurance benchmarks and set standards for improvement.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
- Trained team members on performance metrics and consumer behavior identification.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised [Number] [Job Title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Created team rotations to man center effectively during peak hours.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Developed process controls and metrics for daily management of call center.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Launched quality assurance practices for each phase of development
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Managed senior-level personnel working in marketing and sales capacities.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Assistant Manager - Phone Banking
NIB Bank
11.2005 - 01.2015
- Provided leadership, developing and coaching Team Leaders and officers
- Actively engaged in supporting team development to improve performance and succession planning
- Delivered high-quality training with an emphasis on courtesy and accuracy in a rapidly changing product environment
- Ensured uninterrupted Phone Banking operations while implementing a contingency business plan
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Implemented staff training programs to elevate service standards and knowledge.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
- Negotiated with suppliers to secure better pricing, reducing operational costs.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Oversaw daily operations to maintain store cleanliness and organization.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Improved operational efficiency by adopting new technology for inventory management.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Conducted performance evaluations and provided constructive feedback to employees.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Enhanced team productivity by streamlining operational processes.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Assisted in budget preparation, ensuring alignment with financial goals.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Master of Arts -
University of Karachi
Karachi11.2015
Skills
- Project Management
- IVR Deployment
- Que Management System
- Project Papers/Documentation
- Digitalization
- Telesales CRM
- Transformation
- WhatsApp Banking
- UAT
- RAAST (Mobile Banking)
- CRM Deployment
- Vendor Management
Trainingscourses
- Executive education course 'Leadership & Team Building Program'
- Certification Course on 'Housing Finance Legal Framework, Mortgage, Monitoring & Documentation'
- Awarded in appreciation of the contribution towards the success of 'Soneri-Bancassurance'
- Attended a training program entitled for 'Soneri - BBT Transformation'
- Attended a training program entitled for 'Guidelines on Prohibited Banking conduct'
- Attended a training program entitled for 'CAF and Role of HR, Operations and Audit'
- Attended a training program entitled for 'Guidelines on Call Center Management at Banks'
- Attended an online test at NIB for 'AntiMoney Laundering and Combating The Financing of Terrorism'
- Attended a learning forum on 'Problem Loan Recognition (Credit Initiation)'
- Attended a learning forum on 'Ensuring Service Quality Excellence without compromising audit parameters and Internal Controls'
- Attended a learning forum on 'Transactional Banking and its Growing Importance in the Banking Industry'
- Attended a learning forum on 'Branch Banking & Customer Service'
- One-day workshop conducted for 'Winning through Superior Service' by 'GULFSTONE'
Timeline
Relationship Associate
ENBD - Emirates National Bank of Dubai
08.2023 - Current
Sub Head
BankIslami Pakistan Limited
02.2022 - 07.2023
Unit Head - Contact Center
Soneri Bank
08.2017 - 01.2022
Call Center Manager
HABIBMETRO Bank
02.2015 - 07.2017
Assistant Manager - Phone Banking
NIB Bank
11.2005 - 01.2015
Master of Arts -
University of Karachi
Similar Profiles
Meera Abdulla Ahmed Al-AliMeera Abdulla Ahmed Al-Ali
Assistant Manager, Strategic Sourcing at Emirates National Bank Dubai (ENBD)Assistant Manager, Strategic Sourcing at Emirates National Bank Dubai (ENBD)
Ahmed IsmailAhmed Ismail
Sales Consultant at Emirates National Bank Of Dubai ENBDSales Consultant at Emirates National Bank Of Dubai ENBD
Malyala Raghav KumarMalyala Raghav Kumar
Senior Software Engineer at Emirates National Bank of DubaiSenior Software Engineer at Emirates National Bank of Dubai