Jyoti Christopher Esai

Al Bushra Building, Flat no 211, Al Mankool Street, Bur Dubai, Dubai UAE.

Mobile number - +971 052 650 4727.

Email: jyoti.hotwani.1@gmail.com

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Date of Birth: 4th July 1987

Marital Status: Married

Passport Number: L4815946 (Date of Expiration: 24/09/2023)

Visit Visa Validity: 4th June 2015

Educational Qualifications:

BCA Graduate through Correspondence in the year of 2009.

HSC passed from R D National College - Science Stream in the year of 2005.

Other Qualifications: Computer Applications - DOS, Excel, Dreamweaver, Flash, Basics of C language, PowerPoint, MS Word, Photoshop, MS Outlook, HTML.

Professional ObjectiveRisk Analyst/ Coordinator/ Supervision/ Operations Executive/ System administration/ Sales Representative/ Customer Service Representative/ Collections Representative/ Sales/ Chargeback Specialist.

Key Skills Excellent grasping skills that help acquire expertise in new subjects quickly. Superior task and client management skills that help fulfil projects within a given time. Excellent spoken and written communication skills. Numerical and analytical ability.

Areas of Expertise:

Customer Relationship Management:

Ensuring customer satisfaction by giving complete product knowledge. Handling customer complaints, proactively, providing real time resolution of requests and

complaints from assigned target base thereby maintaining successful relationship with customers. Ensuring quality in service to satisfy clients. Ensuring First Call Resolution for the customer to maintain their relationship with the bank.

Team Management/Operations: Monitoring the performance level on a day to day basis for ensuring superior customer service. Responsible for day to day operations like managing reports. Interfacing between management/staff & training/motivating subordinates & staff appraisal. Implementation of processes/events across all levels of customer base as well within the team. Responsible for process training of new hired batches in Disputes.

Professional Details:

Company: J P Morgan Chase

Tenure: May 2014 – March 2015

Designation: Risk Analyst and Merchant Disputes Advisor

Roles and Responsibilities: Ensuring timely warning is given regarding the weaknesses in the operation of loan account and credit cards. Critical examination of specific risk in Structured Finance and highlight the same. Checks security documentation (both standard & specific) to ensure compliance with terms of sanction to Credit Policy.

Working with Customer and Merchant to get a resolution for Customer’s dispute for a charge made on their credit card and loan account. Make calling attempts with Customer and Merchant and get refunds or credits from the merchant. Process chargeback’s for charges in dispute where the merchant’s unwilling to assist with refunds.

Investigating and validating charges and if any discrepancies, process reversals on the customer’s account after thorough investigation.

Screening Credit Card applications and charges of customers before obtaining the signature of Manager, Credit Risk.

Reviewing exceptional reports and customer charges i.e., past dues and excess over limits to identify potentially problematic advances and regular follow ups. Took custody of security documents for loans and credit cards.

Regularly following-up with business units to ensure timely receipt of loan repayments and documentation.

Additional Responsibilities:

Assigning of cases to peers in the team and managed the team. Awarded with Ace (Attitude Creates Excellence) Awards for 2 consecutive months for helping

peers in the team and managing work with added responsibilities. Awarded with an All Rounder Certificate after the training and transition on the floor.

Company: Tech Mahindra Business Solutions

Tenure: July 2013 – March 2014

Designation: Sales Executive

Roles and Responsibilities: Working as Sales Executive – selling of new phone contracts to existing customer base. Selling of new phone contracts on the basis of them maintaining their existing contracts. Making sure they get the latest phones with the least expensive deals to maintain customer base in comparison to other competitive phone service providers in the UK.

Additional Responsibilities:

Was a part of the sales team and; sold Mobile and Laptops connections to customers by making and receiving calls.

Worked in groups and helped the team achieve its sales target.

Company: J P Morgan Chase

Tenure: Feb 2007 – May 2012 (5 years and 3 months)

Designation: Customer Service Advisor

Roles and Responsibilities: Working as a Customer Service Advisor with Collections - CD Skip department. This job involved locating Customers contact information and making efforts to collect credit card payments.

Additional Responsibilities:

Handling projects with regards to News Updates within CD Skip with the help of Computer Applications - HTML.

Making Excel trackers for the team & the process updating performance all over the floor.

Helping Peers in the department with any process related Queries.

Sharing updates and best practices with the Team.

Appointed as a C-Sat Ambassador in the year 2010.

Designed reports, generation methodology and processes.

J P Morgan Chase Achievements:

Won Appreciation for best Calls and good Customer Service Scores on the Floor.

Best Settlement Rate in September 2009.

Won Appreciation and Certificates for Lowest PNP rate.

Appreciated for making CD Bulletin with the help of HTML.

Won Ace (Attitude creates excellence) awards in the team.

Achieving monthly goals of transferring high balances from different banks over to Chase Bank.

Job Profile of a C-Sat Ambassador:

Monitored Calls for the team and provided feedback to better customer experience.

Worked with average performers and helped them to achieve their Customer Service Scores.

Evaluated Calls and provided coaching for better interaction with customers.

Identify Opportunities in the team; and also working with the team and manager towards a concrete plan for better solution; and in the profit of the company.

Achievements as a C-Sat Ambassador:

Helped achieve lowest PNP Scores for the team.

Increased Quality Scores on Customer Experience Behaviours.

Appreciated as the Best C-Sat Ambassador for the Process.

Company: Zenta Private Limited.

Tenure: June 2006 - Feb 2007

Designation: Collections Advisor

Roles and Responsibilities: Worked as a Customer Support Advisor. This job involved making calls in effort to collect funds on accounts that are Past Due from day 1 to 180 days. Later, moved to CD Skip in Zenta for a month and thereafter the Process was taken over by J P Morgan Chase in Feb 2007.

Company: EFunds International

Tenure: Sept 2005 - May 2006

Designation: Sales Executive

Roles and Responsibilities: Worked as a Sales Representative – Department: WEST. This job involves selling huge number of products in US through Inbound Servicing. Part of the jobs was also processing applications for Chase Credit Cards. Also, helped Peers in the team with Process related Queries.

Hobbies: Listening to Music, Watching Cartoons and Movies; and Shopping.

Principles followed: Punctuality, Respect and Dignity.

References:

1) Christopher Esai

Employer: Mashreq Bank (Dubai Outsourcing Zone)

Position: Virtual Relationship Manager -- Mobile # 0555-078-745

2) Raghav Kanchan

Employer: ADCB Bank (Dubai Outsourcing Zone)

Position: Manager --- Mobile # 0564-117-885

Jyoti Christopher Esai