Gayatri Kannan

Resume of Gayatri Kannan Resume Of Gayatri Kannan Aim My aim is to serve the organization with utmost sincerity & integrity to attain my personal & organizational goals through best of my abilities and skills. Professional Summary Tahseel - HKDC LLC - Debt Collector – Sharjah– May 2016 to Nov 2016 Duties and Responsibilities:     Track the customers who are in UAE and outside UAE, using various tracing methods. Negotiate for payments and offer settlements as per the bank’s policy. Interact with customers through telephone or email or their address. Raise customer’s proposal to the bank, confirm settlement offers and provide clearance letter to customers.  Handle debt collection portfolio of the bank. Achievements:  Successfully traced customers inside UAE and skip customers outside UAE.  Offered settlements and collected payments within timely manner.  Adhered to the bank’s policies while maintaining the debt collection portfolio. SERCO LTD - Quality Analyst – Chennai –Oct 2013 to Dec 2015 Duties and Responsibilities:  Evaluated calls and gave timely feedback to advisors.  Monitored transactions to ensure the policies are adhered and suggested training requirements.  Facilitated calibrations with team leaders and onshore manager to get better understanding of the process and call evaluation parameters, on a monthly basis.  Analyzed errors and complaints shared feedback and recommended corrective actions.  Reviewed the Standard Operating Procedure (SOP) and liaised with onshore manager to amend the same.  Conducted weekly service call to share the team’s performance with clients and sent monthly performance report to onshore process manager.  Shared process updates with the team on timely basis and conducted surprise test.  Created process flow for various queues.  Prepared test paper for Internal Job Posting.  Suggested process enhancements to improve the way of working  Worked on complaints for offshore to ensure investigation has been completed for all the complaints and sent weekly and monthly offshore complaints report to the onshore complaints cluster. Achievements:     Reduced the number of complaints and errors by way of effective monitoring. Achieved 100% sampling target every month. Ensured timely updates and feedbacks are shared with the advisors. Received appreciation from onshore process managers for being instrumental in handling complaints and escalations.  Had been nominated for “Early Bird Winner” for service excellence and was awarded “Superstar of the Year 2006” for exemplary performance – won a 3-day trip to Lakshadweep Island.  Won club 100 for 1st quarter in 2007 – Courtesy and Accuracy score was 100/100 Page 1 of 3 Resume of Gayatri Kannan SERCO LTD - Quality Analyst – Chennai – Aug 2011 to Sep 2013 Duties and Responsibilities:  Resolved queries received by emails, fax and post.  Attended inbound calls to resolve customer and debtor queries.  Chased debtors to collect payment for overdue invoices Achievements:  Have been awarded as top performer for the month of Dec’11 and May’12.  Recognized for initiating MB Times- a snapshot of monthly activities of Medium Business team.  Received appreciation from onshore buddies and OSM for resolving queries efficiently. CITIBANK - Service Quality Analyst – Chennai – March 2008 to Feb 2010 Duties and Responsibilities:  Evaluated calls and gave timely feedback to CPOs to ensure sales without defect and enhance the quality of service rendered.  Suggested and implemented process changes.  Have done customer satisfaction survey and taken queries to closure, if any.  Facilitated regional and intercity calibrations to get better understanding of the call evaluation parameters.  Published timely reports to track the performance of the unit, as required.  Conducted training sessions for CPOs to improve courtesy scores and also Product & Process knowledge. Achievements:     Received clean sweep award for achieving the target without any flaw, every month. Certified in Assets with a score of 98%. By way of effective tracking, ensured timely feedback is shared with the CPOs & acknowledged. Secured 99% in review for documentation of call evaluation.  Achieved 100% target without any defect, consecutively. CITIBANK - Query Resolution Officer – Chennai – May 2006 to March 2008 Duties and Responsibilities:  Handled escalated complaints pertaining to credit cards.  Been instrumental in implementing the “Callback Desk” to callback customers and resolve pending queries for credit card customers.  Interacted with backend units to resolve credit card queries accurately within the stipulated time.  Reviewed the queries initiated by CPOs and suggested training requirements. Achievements:  Received appreciation from customers and also from superiors and Service Quality Head for handling queries efficiently.  Received CitiPhone “Star Award” in May 2006 – annual cash prize of Rs.15,000 for 3 years in succession.  Had been nominated for “Early Bird Winner” for service excellence and was awarded “Superstar of the Year 2006” for exemplary performance – won a 3-day trip to Lakshadweep Island.  Won club 100 for 1st quarter in 2007 – Courtesy and Accuracy score was 100/100 C I T I B A N K - CITIPHONE Officer – C h e n n a i – April 2005 to May 2006 Duties and Responsibilities:  Attended inbound calls and resolved credit card queries.  Handled and resolved queries for priority customers. Page 2 of 3 Resume of Gayatri Kannan Achievements:  Promoted to priority customer service within one month of joining CitiPhone.  Promoted as Subject Matter Expert in April 2006. M M C I n f o T e c h P v t L t d - Sales Executive – C h e n n a i – Oct 2003 to Oct 2004 Duties and Responsibilities:  Selling loans for credit card customers.  Cross-selling Balance Transfer based on credit card and personal loan. Achievements:  Received perks and gifts for consistent performance.  Processed Rs.8.5 lacks of balance transfer in a day compared to the bench mark of Rs.6 lacks. Skills and Competencies:  Ability to train, motivate, counsel & discipline staff.  Excellent customer service and communication skills.  Dependable – can work without supervision and follow instructions, both oral and written.  Dedicated, professional, responsible and able to work under pressure and meet deadlines Educational Information B.Sc. Physics - Ethiraj College for women (Madras University) – 87% April 2003. H.S.C. Choksey Higher Secondary School (Maharashtra Board) – 67% April 1999. Personal Details: Languages Known : English, Tamil, Hindi, Marathi, Telugu and Kannada Date of Birth Marital Status Contact Details : : : - Single Email Id:-Mobile Number: - Declaration: I hereby declare that the above furnished information and details are true to the best of my knowledge and I have the responsibility for the correctness of the above mentioned particulars. Location : Trichy Gayatri Kannan Page 3 of 3