Sreelakshmi Nair
SME Customer Service : Banking & Recovery Specialist: HR & Admin
Dubai,United Arab Emirates
Summary
Dedicated, deadline committed, goal driven person with over 9 years of experience with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Excellent reputation for resolving problems and improving customer satisfaction .
Overview
9
9
years of professional experience
4
4
years of post-secondary education
5
5
Languages
Work History
Sr. Specialist-Global Operations & Service Quality
Xpress Money
Dubai, United Arab Emirates
06.2018 - Current
- Handling customer and agent queries/complaints via calls,emails, chats and social media (Twitter/Facebook) through CRM to ensure timely resolution by increasing confidence and decreasing escalations.
- Assisting agents to resolve any technical issues pertaining to the XM Portal. Use to read SOAP request and response logs to resolve agent queries.
- Was eligible to access queries form the manager queue ensuring timely resolution of any complaints/queries in accordance to the AML requirements and also in assisting recovery and customer retention.
- Training new recruits and up skilling existing team members about new implementations in XM Portals.
- Assigning daily credit limits to partners in co-ordination with Credit Control Team. Installation of Digital Certificates for XM Partners.
- Analyze and escalate complaints/grievances to designated departments to investigation, response and timely closure maintaining ISO quality standards.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Assistant Manager (HR Branding)
GA Staffing Solutions
Cochin, India
02.2018 - 06.2018
- To facilitate the recruitment needs of the clients via telephonic / direct meetings and assist in client solicitation. A few clients to name are Jindhal Steels, Eben, Nest – SFO, Accenture etc
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Maintaining accounts and getting payment from client end after successful placement of candidates for the openings given.
- To assist and guide the recruitment team in achieving a common goal.
- Well versed with rules of PAN India level Recruitment for Permanent, temporary and contract staffing.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Associate Operations
XM Software Solutions - UAE Exchange
Cochin, India
04.2016 - 11.2017
- Educate the customers about products and services of Xpress Money giving them the benefits of promo codes.
- Solve UAE Exchange Branch queries related to Remittance, Transaction related, Forex, NRE/NRO Accounts, Payroll etc. in line with the operational policies and procedures.
- Placed a minimum of 200 outbound calls each day for Xpress Money & receive up to 150 inbound direct UAE Branch calls and consistently meeting the Process target conversations per month.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Customer retention handling in complaints and enquires as per ISO quality standards. KYC and document verification done as per AML requirement.
- Daily reporting to Manager, Director and also to Client End by preparing and submitting daily team attempt report, maintaining and sending Break reports for Xpress Money.
Admin Cum HR Manager
Medi Med Hospital Solutions
Cochin, India
09.2015 - 04.2016
- Handling entire admin responsibilities, recruitment, remuneration, and exit formalities.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Was the first point of contact for employees for HR-Admin related queries and end to end admin duties.
- Onboarded new temps by entering employee information into systems.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Monitored company inventory to keep stock levels and databases updated.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
Manager (Operations)
Comex Services Limited
Cochin, India
05.2013 - 09.2015
- Joined the company as Admin Manager and was promoted to Manager (Operations) with an experience of managing a team of 20 staffs, assigning and supervising work for them.
- Handling of manpower according to the business needs of clients and daily/monthly payments.
- Aided in payroll to human resources.
- Prepare, communicate and educate clients and teams on changes in policies and practices with in the organization.
- Increased customer satisfaction by resolving issues.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Education
BBM - Business Management
Sarba Bharatiya Shiksha Peeth
India 07.2011 - 06.2014
High School Diploma -
M.G.M Residential Public School (CBSE)
India 05.2009 - 05.2010
Skills
Leadership, Teambuilding, Trustworthy and Decision making Skill
Accomplishments
- Best Dancer Award in 2006
- Awards in Group Discussion and debate
- Best Performance Employee award from previous Employer’s
- Star Team Award from previous Employer’s
Additional Information
- Visa Status - Employment
- Visa Validity - 11/09/2021
- DOB - 08/09/1992
- Nationality - Indian
- Passport No – M6521045
Hobbies
- Dance
- Travelling
- Listening to Music
- Reading
- Indoor & Adventurous Sports
Technical Qualifications
- Windows 10 / NT/ XP/ Vista / MAC OS
- Microsoft Office 2019 (Word, Excel, Power Point)
- Reading of error in HTML coding
- Reading of errors in SOAP request and response log
Declaration
I hereby declare that all the information provided by me in this application is factual and correct to the best of my knowledge and belief.
Timeline
Sr. Specialist-Global Operations & Service Quality
Xpress Money
06.2018 - Current
Assistant Manager (HR Branding)
GA Staffing Solutions
02.2018 - 06.2018
Associate Operations
XM Software Solutions - UAE Exchange
04.2016 - 11.2017
Admin Cum HR Manager
Medi Med Hospital Solutions
09.2015 - 04.2016
Manager (Operations)
Comex Services Limited
05.2013 - 09.2015
BBM - Business Management
Sarba Bharatiya Shiksha Peeth
07.2011 - 06.2014
High School Diploma -
M.G.M Residential Public School (CBSE)
05.2009 - 05.2010