Hansel Torcato

An Ambitious & Experienced Customer Service Executive with excellent organizational and interpersonal skills, keen to secure a position with a dynamic and progressive organization. A dedicated and responsible individual with a high level of integrity, drive, initiative and challenges. I have over 10 years of customer service experience working for major multinational banks and Health Care Insurance providers based in the United States, with great communication and interpersonal skills, I also come with leadership experience which is and added benefit.

SR. EXECUTIVE, THE ITRAVEL GROUP, KOLKATA (01****ST MAR 2018- TILL DATE)

§ Liaising with Travel vendors to list them in the iTravel vendor list.

§ Managing and coordinating with vendors for on-site trips and private orders.

§ Customizing and planning tours as per private orders.

§ Planning for scheduled departures and implementing the same.

§ Social media managements along with newsletter mailers.

§ Providing real time tour leader support for on-site coordination.

CUSTOMER RELATIONS EXECUTIVE(HERTZ UAE), AL-FUTTAIM PRIVATE COMPANY

(26**      08TH** **NOVEMBER, 2015 – TILL February 05th** 2018)

Managing Personal and Key Corporate Lease Accounts

Managing Fleet Inventory for the Customer Relations Team.

Addressing and Liaising on Escalations with Internal Departments.

Preparing Weekly and Monthly Fleet Reports for the Lease Team.

Facilitating Vehicle Service Request and Off Hires for Key Accounts.

INFORMATION PROCESS ENABLER (CITIBANK), TATA CONSULTANCY SERVICES (TCS),

(26TH  26****TH NOVEMBER, 2013 – TILL September 2015)

·      Assisting team lead in managing a team of 12 C.C.P.

·      Maintaining and collating of team data.

·      Assisting team lead in root cause analysis and team forecasting.

·      Responsibility for team NPS (Net Promoter Score) scores.

·      Conducting periodic knowledge checks for customer care professionals.

·      Controlling team shrinkage        

·      Team compliance Spoc for all compliance audits.  

FINANCIAL ADVISOR (IDQ), JP MORGAN CHASE, MUMBAI, (29****TH APRIL 2010 – 14****TH MAY 2013)

·      Support team member for a captive unit providing banking online support over a 24 hour support window for customers in the North American Geography.

·      Involves resolution of L1 and L2 priority calls raised by clients routed through an Internet based dedicated queue process.

·      Troubleshooting and navigating the online banking issues faced by the customer.

·      Providing assistance on customer queries and user training if necessary.

·      Ensuring that calls are resolved as per stipulated SLA (Service Level Agreement)

·      Excellent Team player, consistent on all KPI (Key performance indicator)

·      Excellent awareness of Credit Card processes (Card Services)

** SR. EXECUTIVE, THE ITRAVEL GROUP, MUMBAI (11TH** **APR 2005- 15TH** MAR 2010)

§ Liaising with Travel vendors to list them in the iTravel vendor list.

§ Managing and coordinating with vendors for on-site trips and private orders.

§ Customizing and planning tours as per private orders.

§ Planning for scheduled departures and implementing the same.

§ Social media managements along with newsletter mailers.

§ Providing real time tour leader support for on-site coordination.