John Peter Macherla
Customer Service Officer
Dubai,Dubai
Summary
Award winning Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
21
21
years of professional experience
Work History
Customer Services Officer
Capita (Dubai FZ) Limited
04.2011 - Current
- Excellent knowledge of various operations -New Business, Servicing, Work preparation, Records Management, Capita Medical Services and Help Point.
- Interacting with walk in clients and providing appropriate solutions.
- Participated in various projects.
- The most recent being “Your Life” Project wherein I contributed to the development of the product and training of Capita staff.
- Co-ordinating with Team Managers in India to ensure the SLA’s are met on a daily basis.
- Played key role in ensuring that the Suitable Certifier process is brought onshore, it was earlier being processed in IOM.
- Accredited authoriser for appointing suitable certifier for Zurich in Middle East.
- Proactively contributed to the development of the strategy for New Business and Servicing in line with the Customer Services.
- Identified, prioritised and driven forward actions from plans that will positively influence a step change in the quality of service we deliver to our customers.
- Ensured that the onshore and offshore hubs work together in an integrated manner to provide a seamless end to end service.
- Ensured consistent service standards are in place and delivered against for all distribution channels in line with market requirements.
- Support the delivery of agreed SLAs by maintaining business focus on quality and performance.
- Escalate and raise awareness of problems and issues as they arise, acting as an ambassador and role model for Customer Services.
- Played key role in preparing tools to monitor the performance of Capita India.
- Preparing various reports to apprise senior management on the performance of various operations team as per the contract between Zurich & Capita.
- Maintained various reports to comply with audit requirements.
- Conducted Root cause Analysis meetings to identify cause of the error & identify any trends.
Customer Services Officer
Zurich Int’l Life Ltd
04.2011 - 06.2011
- Responsible for reporting, measuring and analysing the quality of output from BPO agents.
- Carrying out a wide range of reporting and monitoring tasks, using self-developed MI techniques and tools.
Team Coach
Hutchinson 3 Global services ltd
09.2006 - 10.2010
- Started two departments to retain customers.
- Independently handling a team of 12 advisors.
- Reviewing team performance with Operations Manager on daily basis.
- Co-ordinate with different departments.
- Conducting various training programmes to enhance sales skills of team members.
- Planning the SOP and preparing templates for the verbiages to be followed.
- Assessing representatives individually and setting their sales targets.
- Maintaining the daily sales statistics and forwarding the data to the sales director.
- Encouraging the representatives by assuring gifts and performance incentives.
Sr.Customer Service Executive
Countrywide Corp
12.2005 - 06.2006
- Administering the overall customer service operations.
- Networking with the Customers in the US pertaining to their home loan accounts.
- Managing account balances, ordering statements, setting up of new standing orders, cancelling of direct debits, and even opening of new accounts.
- Preparing and maintaining sales leads with regards to General insurance.
Customer Service Executive
Wipro Spectramind
10.2003 - 12.2004
Hotel Regency Senior Supervisor
American Express
04.2001 - 08.2003
- Monitoring the overall functioning of the hotel.
- Inspecting banquets.
- Expanded sales to include mass market accounts.
- Arranging conference and meeting.
- Supervised all staff operations by giving duties to each.
- Completed important aspects of general administration, like weekly and monthly stock and consumption account, guest-list, bed book etc, as required by Management.
- Ensured that the hotel operates to the highest standards required by management.
- Deal with the contractors and suppliers.
Hotel Hiltop Front-Office asst
04.1999 - 04.2001
- Daily correspondence.
- Providing valuable information as per the customers’ needs.
- Maintained daily check on check-in & check-out.
- Expanded sales to include mass market accounts.
- Responsible for processing room reservation by fax, phone, email and mail.
- Cooperate with the group of sales managers and help in walk-in basis reservations.
- Processing and filling paperwork correctly.
Education
Bachelor of Commerce -
Skills
Excellent interpersonal skill
Customer service oriented
Award winning Leader in Customer Services
Complaint resolution
Key stakeholder relationship building
Service standard compliance
Training development aptitude
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
- Valid Dubai driving license.
Quote
A customer is the most important visitor on our premises. They are not dependent on us. We are dependent on them. They are not an interruption of our work, they are the purpose of it.
Timeline
Customer Services Officer
Capita (Dubai FZ) Limited
04.2011 - Current
Customer Services Officer
Zurich Int’l Life Ltd
04.2011 - 06.2011
Team Coach
Hutchinson 3 Global services ltd
09.2006 - 10.2010
Sr.Customer Service Executive
Countrywide Corp
12.2005 - 06.2006
Customer Service Executive
Wipro Spectramind
10.2003 - 12.2004
Hotel Regency Senior Supervisor
American Express
04.2001 - 08.2003
Hotel Hiltop Front-Office asst
04.1999 - 04.2001