Hemalatha Mohan
Bis 2019, Customer Service Officer, Abu Dhabi Commercial Bank
München, Deutschland
Über mich
Commencing my journey as a Customer Service Officer at Manhattan, part of Standard Chartered Bank, I eagerly embraced aiding those in need. Each day unfolded novel learning opportunities, enriching my skills. With 12 years in the Financial Services sector, I've gained insights into Banking Operations, Customer Support, Quality Management, Training, Project Management, Auditing, Banking Products, Organizational Effectiveness, Operations, Leadership, Recruitment, and Workforce Planning. Spanning Engineering, Research, and Services, my experience thrived in diverse, cross-cultural contexts, strengthened by roles at SCB-India and ADCB-Dubai. Complemented by recent Project Management education, I'm primed for new opportunities. Drawing on my proficiency, I aspire to excel in my passion for project management.
Werdegang
Berufserfahrung von Hemalatha Mohan
2 Jahre und 6 Monate, Dez. 2016 - Mai 2019
Customer Service Officer
Abu Dhabi Commercial Bank
4 Jahre und 4 Monate, Feb. 2015 - Mai 2019
Associate - Service Officer
Abu Dhabi Commercial Bank PJSC
Provide the highest standard of Client Services in response to client Enquiries, Request and Complaints, so as to create improved, lasting relationships with Priority clients Responsible for client satisfaction with service arrangements and delivery Process Process improvement impacting customer service areas Root cause analysis (RCA) with clients and support teams. Preparation of customer information, reporting for management and customers & analysis of VOC’s.
1 Jahr und 8 Monate, Juni 2013 - Jan. 2015
Inhouse Trainer
Standard Chartered Scope International
To achieve the Budgeted trainer man-days of delivery across the allocated skill set (as per the learning roadmaps) Conduct customized training/workshops and report trainings conducted as per the guidelines Training coverage of New Product/Process Training needs identification by Interfacing with stakeholders and Supporting Team – Quality and Operations Team Training responsibility for allocated batch and forecast the tentative plan for subsequent future
2 Jahre und 1 Monat, Mai 2011 - Mai 2013
Service Quality Officer
Standard Chartered Scope International
Focus on Quality Assurance and improvement of all processes within the Contact Centre. Achieve Customer Service Standards. Identify gaps and initiate process improvements. Call Monitoring and Improve Quality of Interactions with Customer Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints. Conduct Call Calibration sessions with training and operations team.
3 Jahre, Apr. 2008 - März 2011
Support Operations Officer
Standard Chartered Bank
1 Jahr und 11 Monate, Mai 2006 - März 2008
Customer Service Officer
Standard Chartered Bank
Provide the highest standard of Client Services in response to client enquiries and complaints Responsible for client satisfaction with service arrangements and delivery Process Preparation of customer information, reporting for management and customers & analysis of VoC’s Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary
Sprachen
Englisch
Muttersprache
Deutsch
Gut