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BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
BPO Team Leader Resume Sample, Experience : 5 years



Name of the Candidate:[Private]
Name of the Post Applied:BPO Team Leader
Job related skills / software:BPO, Back Office, International Banking Domain, Resolving queries quickly by placing calls with many banks across the Globe, Handling all currencies across the globe.
Category:BPO Call Center, Back Office
Sub Category:Team Leader / Subject Matter Expert
Years of Experience:5 years
State:Tamil Nadu
Salary Expected per Month(Rs):Negotiable
Highest Qualification attained:B.Sc. / BSC : Bachelor of Science
Major / Specialization:Mathematics with Computer Application
Email Id:[Private]
Are you looking for job now?:No
Can the recruiter contact you?:No
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Resume Format / CV Sample Template / Example / Model :


Professional Synopsis  :
** Over 5.6 years of extensive (4.1 Years with TCS and 1.5Years with The Bank of New York Mellon) experience in International Banking Tat maintenance, training & mentoring of new team members, client management, doing quality check for the entire team.
** Self-motivated, team player and organized to keep pace with the fast changing environment
** Currently designated as Senior Process Associate also handling 4 Team members at The Bank of New York Mellon, Chennai.
** Expertise in Managing teams, Process Training, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective.
** Honor of receiving various awards & recognitions based on Commendable Performance.

Organizational Experience :
Operations Management :
Tata Consultancy Services, Chennai June12 - July17 : Senior Process Associate (Quality Analyst)
The Bank of New York Mellon, Chennai August17 – Till date : Senior Process Associate (Quality Analyst)

Tata Consultancy service  :
Worked with Tata Consultancy service as Operational executive from Jun 2012 and promoted Process Associate on April 2014.

Worked in the Global Cash operations for Citibank, the job profile includes  :
** Handling client escalations and value date adjustment over client account.
** This team acts as a 3rd level escalation where any query raised to this team has to be addressed and cleared in 4 Hours and helps client to rectify their debit interest charges for their account due to late receipt of credit.
** Any high value transactions/client complaints/sensitive transactions will be addressed to **Escalations team which requires immediate attention.
** Monitoring and resolving all the queries escalated by Citibank Clients as well as counterparties involved in payments in most e- cient and timely manner.
** Expertise in handling Value date change/Interest related inquiries and Use of funds requests for Customers, Banks and Financial Institutions.
** Resolving various queries on Funds transfers like Unable to Apply, Beneficiary claiming non receipt of funds, Cancellation of payments, Return of funds, Amendment of Instructions and Value date inquiries.
** Expertise in preparing Loss analysis for Global Investigations on weekly basis and updating our Clients via mails in spreadsheet.
** Proficient in dealing High value inquiries/Mid-Cancellation, Mid-Amendment of Payments MT192, MT292 for the Financial Institutions and Corporate Clients of CITIBANK London, Dublin, Amsterdam, Paris, Brussels, Milan, Stockholm, Frankfurt and New York.
** Analysis of Payment flow and Investigation of Funds transfers on various backgrounds involving various Swift Types like MT103, MT202, Serial, Direct and Cover Payments, EBA, TARGET2, SEPA, CHIPS, FED and BOOK payments.
** Contacting Banks and Financial Institutions by Swift Messaging systems such as MT 199/299/999/192/292.
** Analyzing and rectifying flaws while transferring funds and also screening and identifying the correctness of payments so that neither any Funds Transfer nor a communication reaches a Specially Designated National, categorized in the OFAC and US Compliance.
** Escalating cases to other banks and service center in Dublin for faster turnaround time on client initiated inquiries.
** Resolving queries quickly by placing calls with many banks across the Globe.
**  Handling all currencies across the globe.
** Payment processing.
** The job calls for maintaining a high degree of Quality standards and 100% accuracy in the process, as slated by the client.

The Bank of New York Mellon :
**  A Leading BPO Company in Investment Banking worked as a Senior Process Associate, the job profile includes-
** Prime job is to send payments to the clients and instructed from the clients to other banks with high Quality and in timely manner also managing the team to achieve the KIP.
During those days my focus area is Quality of Team, Attrition and Shrinkage of the Team.
** Company success depends on the delivery of many critical, time-sensitive payments to our clients and sending to other banks. You will experience your requirements being met on time, within budget and with high quality; greater efficiency and responsiveness to your business.

Roles and Responsibilities  :
** Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics
** Have been promoting knowledge sharing through the organization's operational business processes and systems
** Have been compiling content usage reports related to the knowledge portal

Achievements :
** Awarded, “The Star performance of the month of Feb 14” for passing value adjustment over client account within a short interval of 30Min
** Awarded, “The Star performance of the month of Mar 16” for completing automation on the process to achieve our KPI (Key Parameter Indicator).
** Awarded, “Star Award for Excellence” for outstanding performance & commitment to our shared responsibilities during Year 2015.
** Training provided to new joiners in payments, mail handling.
** Appreciations and certifications received from Dublin CSR for the assistance of files and proficiency in handling.
** In BNY, have implemented 2 initiatives which increases the STP rate of the Fund transfers.

Workshops attended :
** Interpersonal Skills
** Conference Call Essentials
** Time Management
** Conflict Management
** Presentation Skills
** Effective Business Communications

Academic Credentials :
** BSc : Kongu Arts and Science College, Erode. Bharathiyar University Coimbatore with 79.5%.
** High School : U.R.C Palaniammal Matric Hr Sec School, Thindal, Erode with 79 .5%
** SSLC : M.N.Chickenna chettiyar matric school, Tirupur with 78.18%

Personal Details  :
Languages Known : English and Hindi
Nationality : Indian

Date  :
Place  :


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