Summary
Overview
Work History
Education
Skills
Awards
Languages
Timeline
Hi, I’m

Rajesh Bhosle

Sharjah
Rajesh Bhosle

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Demonstrate strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

16
years of professional experience

Work History

Tanfeeth LLC

Team Leader
06.2024 - 12.2024

Job overview

  • Company Overview: Tanfeeth is dedicated to supporting Emirates NBD Group through the delivery of regional expertise, cost efficiency, and unparalleled customer experience
  • Supervised and mentored a team of [10] members, driving performance and fostering a collaborative work environment
  • Conducted training sessions to enhance team members' skills in customer service and complaint resolution
  • Monitored team performance against KPIs, implementing action plans to achieve targets
  • Led process improvement initiatives that increased efficiency and customer satisfaction
  • Recognized for enhancing team morale and achieving consistent results under tight deadlines
  • Tanfeeth is dedicated to supporting Emirates NBD Group through the delivery of regional expertise, cost efficiency, and unparalleled customer experience
  • Responsible to Ensure that the team meets all service related targets on weekly/monthly basis
  • Preparation of monthly MIS & ensure huddles are conducted on daily basis
  • Ensure all transaction queue for the day is cleared whenever delay due to technical failure
  • Personally handle key selected clients, handle compliant query and escalations received through calls and email
  • Manage & monitor SLA's with support units; manage the CRM queues and mailboxes by assigning responsibilities to staff
  • Check adherence by staff to standard work procedures while handling customer calls/emails/SR
  • Comply to information security and data privacy policies; adhering to audit and risk requirements

Tanfeeth LLC

Complaints Officer
02.2018 - 05.2024

Job overview

  • Company Overview: Tanfeeth is dedicated to supporting Emirates NBD Group through the delivery of regional expertise, cost efficiency, and unparalleled customer experience
  • Efficiently managed and resolved customer complaints, ensuring a swift and satisfactory outcome
  • Analyzed complaint trends to identify root causes and recommend process improvements
  • Assisted with Fraud and POS disputes for customers
  • Collaborated with cross-functional teams to implement solutions that reduced recurring complaints
  • Played a pivotal role in maintaining customer trust and loyalty through effective communication and resolution strategies
  • Tanfeeth is dedicated to supporting Emirates NBD Group through the delivery of regional expertise, cost efficiency, and unparalleled customer experience
  • Responsible for catering to customers complaints and requests regarding the daily banking activities
  • Handling Major complaints regarding Accounts, Credit Cards & Loans
  • Handling Customer disputes regarding POS/ATM transactions
  • Assisting on fraud dispute cases by escalating them with Card Business team
  • Involves providing end to end resolutions for the customers
  • Make sure that all the complaints Targets are met on a daily basis and reports on progress sent
  • Act as a common interface between the customers, and all the other back end departments like Card Business, IT, Compliance and many more
  • Regular Follow-up with Customers informing them regarding the progress of the complaints and the turnaround time for the resolution
  • Ensure that feedback is provided to front end agents if any incorrect complaints logged by them and coach them to reduce the number of unnecessary complaints raised and could be handled at the first point of contact

Tanfeeth LLC

Priority Banking Officer
12.2013 - 01.2018

Job overview

  • Company Overview: Tanfeeth is dedicated to supporting Emirates NBD Group through the delivery of regional expertise, cost efficiency, and unparalleled customer experience
  • Assisted high-net-worth, priority, and private banking customers with their daily banking needs by providing prompt and accurate resolutions, while fostering and maintaining professional relationships with contacts across various departments
  • Tanfeeth is dedicated to supporting Emirates NBD Group through the delivery of regional expertise, cost efficiency, and unparalleled customer experience
  • Managed the daily banking activities of high-profile, priority, and private clients, ensuring tailored and efficient service
  • Responded to a wide range of customer inquiries related to accounts, credit cards, and other liability portfolios
  • Trained, mentored, and guided new employees, significantly contributing to team development and performance improvement
  • Addressed and resolved emerging issues related to customer accounts with accuracy and efficiency, ensuring a high level of satisfaction
  • Escalated unresolved matters to appropriate internal teams and Customer Relationship Managers, ensuring timely and effective resolution

Serco Global Services

Senior Customer Service Advisor
08.2008 - 12.2013

Job overview

  • Company Overview: Serco offers omni channel contact centre, digital transformation, Robotic process automation, AI and analytics, transaction processing, finance & accounting, HRO and IT to companies in the United Kingdom, the United States, Australia and India
  • I worked in the Customer Telephony Process at Barclays Bank, where I handled incoming calls regarding bank accounts and credit cards, while also promoting and up-selling additional banking products to customers
  • Serco offers omni channel contact centre, digital transformation, Robotic process automation, AI and analytics, transaction processing, finance & accounting, HRO and IT to companies in the United Kingdom, the United States, Australia and India
  • Provided exceptional customer service for account and credit card transactions, resolving fraud, charges, and related issues for Barclays Bank UK customers
  • Utilized a sales-through-service approach, assisting customers with day-to-day banking queries and offering tailored solutions
  • Up-sold credit cards, home, and content insurance to clients, driving additional business while maintaining a focus on customer satisfaction
  • Consistently achieved and exceeded sales targets on a daily, weekly, and monthly basis, demonstrating strong performance and goal orientation

Education

Gokhale Education Society

Higher Secondary School Certificate
03.1991

University Overview

Skills

  • Process Management
  • Fostering Positive Workplace Culture
  • Conflict Resolution
  • Defining Measurable Targets
  • Performance Evaluation
  • Analytical Problem-Solving
  • Team Leadership
  • Client Support
  • Staff Development
  • Performance Metrics Analysis
  • Constructive Feedback Delivery
  • Customer Complaint Resolution

Awards

Awards
  • Top Performer, 08/01/17
  • Inspire, 01/01/18
  • 10 years Milestone Long Service Award, 01/01/23

Languages

English (fluent)
Hindi (fluent)
Gujarati (fluent)
Marathi (fluent)

Timeline

Team Leader
Tanfeeth LLC
06.2024 - 12.2024
Complaints Officer
Tanfeeth LLC
02.2018 - 05.2024
Priority Banking Officer
Tanfeeth LLC
12.2013 - 01.2018
Senior Customer Service Advisor
Serco Global Services
08.2008 - 12.2013
Gokhale Education Society
Higher Secondary School Certificate
Rajesh Bhosle