resume - gaurav prabhakar

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Gaurav Prabhakar Manager ICICI BANK Email: [email protected] 09899913783 Objective Intend to build a career with leading corporate of hi- tech environment with committed & dedicated people which will help me to explore myself fully and realize my potential. Summary More than 9 years of experience in operations, process training, preparation of training manual and process documents. I have strong analytical and proven problem solving skills. I’m a team player with positive attitude. Work Experience – ICICI BANK Customer Account Manager - Mortgage April 2015 – Present Lead A Team Of Up To 15 Team Members Engaged In Sanction and Disbursement of Home Loans. Single point of contact and signing authority for cheques. Responsible for goal setting and development planning of team members. Ensures timely coaching and feedback is provided. Single point of contact for all customer related queries pertaining to Delhi/NCR region. Ensure positive work environment that promotes customer service innovation and teamwork. Responsible For Day To Day functioning/Administrative Work Including Production Floor Management To Drive Desired Productivity And Quality. Responsible to keep Branch Audit, 5S & Risk Compliant in requirement for BPMS & Internal Audits (SOX, Cheque Annexure, Key Annexure. Responsible for Recruitment, Training, Motivation & Retention of Employees. verall supervising & Monitoring of loan processing & loan Booking of Home loans. Responsible of daily & monthly MIS & Reconciliation for open/closed entries of dummy account of Branch. Regular one-on-one meetings with all team members and monthly/weekly one-on-one coaching and feedback sessions. Ensure monthly Service Level Agreements (SLAs) and daily service levels are met. Monitor, evaluate, investigate, and respond to escalations received by various clients.

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Gaurav PrabhakarManagerICICI BANKEmail: [email protected]

Objective

Intend to build a career with leading corporate of hi- tech environment with committed & dedicated people which will help me to explore myself fully and realize my potential.

Summary

More than 9 years of experience in operations, process training, preparation of training manual and process documents. I have strong analytical and proven problem solving skills. I’m a team player with positive attitude.

Work Experience – ICICI BANK

Customer Account Manager - Mortgage

April 2015 – Present

Lead A Team Of Up To 15 Team Members Engaged In Sanction and Disbursement of Home Loans.

Single point of contact and signing authority for cheques. Responsible for goal setting and development planning of team members. Ensures timely coaching and feedback is provided. Single point of contact for all customer related queries pertaining to Delhi/NCR

region. Ensure positive work environment that promotes customer service innovation and

teamwork. Responsible For Day To Day functioning/Administrative Work Including Production Floor

Management To Drive Desired Productivity And Quality. Responsible to keep Branch Audit, 5S & Risk Compliant in requirement for BPMS &

Internal Audits (SOX, Cheque Annexure, Key Annexure. Responsible for Recruitment, Training, Motivation & Retention of Employees. verall supervising & Monitoring of loan processing & loan Booking of Home loans. Responsible of daily & monthly MIS & Reconciliation for open/closed entries of dummy

account of Branch. Regular one-on-one meetings with all team members and

monthly/weekly one-on-one coaching and feedback sessions. Ensure monthly Service Level Agreements (SLAs) and daily service levels are met. Monitor, evaluate, investigate, and respond to escalations received by various clients. Partner with customers to develop hypothesis and execute fact based analysis that

helps the leadership in making informed decisions. Initiate process improvements by identifying service delivery gaps, offer solutions and

successfully implement ideas. Responsible for compliance for all processes and policies. Lead and maintain employee satisfaction and morale by using reward / recognition

tools available. Consistently and effectively implement the Performance Management Process as a

leadership tool to help employees maximize their performance. Meet regularly with employees to plan their development and evaluate the progress

made. Provide development opportunities, coaching, and resources.Work Experience – American Express

Team Leader

November 2014 – March 2015

Lead A Team Of Up To 15 Disputes Analysts Engaged In Resolving Cardmember Disputes.

Responsible For Day To Day functioning/Administrative Work Including Production Floor Management To Drive Desired Productivity And Quality.

Responsible For Delivery Of All Employee, Customer And Shareholder Metrics. Responsible For Performance Management For All Direct Reports Including Goal

Setting, Development Planning And Performance Reviews. Monitor Closely And Review Individual / Team Performance In Regular Meetings And

Provide Timely Coaching And Feedback To Improve/Sustain Performance. Support CSAT/Quality Initiatives To Drive Extraordinary Customer Care.

Senior Regulatory and Business Assurance Analyst

April 2013 – November 2014

Conduct tests to ensure Customer Care Professionals and American Express is in compliance with federal regulations. Tests may include monitoring calls, transactions, and other communications.

Conduct testing on various applications designed for the assigned business unit. Responsible for capturing test results into a system for reporting and reviewed by RBA

MIS. Participated in test calibration sessions. Participated in Improvement projects at a Team Level and at a BST Program Level that

included changes in process documents and HOC to BST migration for the Non US- International Markets.

Got Cross skilled across multiple business functions in Non-US areas. Migrated HOC monitoring for six different processes. Worked as a trainer to impart training to new hires.

Initiatives

I took the initiative of migrating HOC monitoring for six different processes from Brighton office to India. During the migration phase I took training and worked in collaboration with UK Compliance and Business teams to ensure the SOP documents are in place. The processes migrated for UK market are listed below:

1. New Accounts Corporate KYC 2. New Accounts Consumer KYC 3. Client Setup 4. New Accounts Voice 5. Business Travel Accounts Voice 6. Program Administrator Voice

Master/Lead Credit Analyst - Special Review Team India

June 2010 - April 2013

• Research credit worthiness of individuals through various analytical techniques. • Managing and maintaining the cards to ensure no disruption at the point of sale. • Participate fully as a member of the team, supporting a work environment that promotes customer service, quality,innovation and teamwork. • Contribute to the success of the team by prioritizing tasks, ensuring project deliverables are implemented within time. Recommend options to ensure deliverables are met. • Adding of rev code ensure enabling spend whereas deletion ensures prevention of high risk spend and prevention of fraudulent activities. • Worked on Legacy and Triumph Platforms.

Having worked in various portfolios across GCA and Amex Operations such as Credit Balance Refunds I possess working knowledge of WCC screens, CSP and fair knowledge about the Dialer. I have also implemented an automation Project in CRST in which we created Financial Adjustment Macros on Green Screens. This Project resulted in reducing the time to complete multiple adjustments on an account which saved time and resulted in better efficiency.

Senior Credit Analyst – CRST

July 2008-June 2010

• To review accounts in collections, outside agency or bankruptcy status and action them accordingly.• Understands the steps, policies and procedures during different stages of a credit card regarding payment pattern,spending pattern and steps to limit delinquency. • Studying the spending, payment patterns and type of purchases made by customer in a particular segment. • Analyzing the card activity and payment patterns of card holders. • Managing the charges and benefits offered to an individual card holder. • Providing waivers if necessary on the fee charged to the card holder. • Ensure proper analysis of accounts and catering to Cardmembers request for waivers, cancellations, Supplementary Card cancellations. • Also handling Bankrupt accounts and ensuring correct action to be taken with the information provided.

Senior Customer Care Professional - Credit Balance Refund

Aug 2006-July 2008

Assisting customers by analyzing the Credit Balance on their accounts and executing requests for refund or transfer.

Managing and addressing customers call escalations and ensured customer satisfaction in such cases.

Ascertaining that performance meets stringent Service Level Agreements. Single-point-of-contact for quality in my team for sharing the process updates/ best

practices across the directorate and specific teams, so as to ensure that the entire process is operating at minimum 100% efficiency.

Single-point-of-contact for employee engagement in my team for keeping the employees

engaged and motivated to foster retention and best operational results. Worked on Legacy and Triumph Platforms. Worked on Corporate Port updation project to ensure correct information is referred by

the team while taking actions on Corporate accounts.

CUSTOMER SERVICE PROFESSIONAL - (Jindal Steel)

Aug 2005-Aug 2006 Responsible for assisting customers to place orders for different products. Provided assistance to customers by resolving their queries about different products. Used skills and knowledge of products and services to consistently identify

opportunities to maximize problem resolution and customer satisfaction.

Center One Responsible for providing customers timely information about the activity on their account.

Assisting customers to make phone payments. Ensuring customer satisfaction by providing best customer service.

Education

Certificate in Business Administration for Young Professionals (2008-2010) from Indian Institute of Management, Indore.

Degree Board/ university Year PercentageM.B.A. IIM-Indore( Distance Learning ) 2010 70%B.B.A. GGSIPU 2005 71.2%XII (Commerce) C.B.S.E 2002 65%X C.B.S.E 2000 84%

REWARDS & RECOGNITION:

• Aces award for the Quarter 4’2013 • Aces award for the Quarter 3’2013 • Top Gun award for the Quarter 4’2013 • Top Gun award for the Quarter 3’2013 • Top Gun award for the Quarter 2’2013 • Top of the stack performer for January 2011 • Compliance Champion for the year 2007-2008 Trainings and Certifications

Worked as the Quality SPOC for the team for timely updates. Fast track six sigma training. Business Communication Training.

Personal Profile

Name : Gaurav Prabhakar

Date of Birth : 13th July 1983Gender : MaleMarital Status : SingleNationality : IndianEmail Id : [email protected] Location : GhaziabadContact No. : 09899913783