Jyoti Hotwani Esai
Business Development Coordinator / Supervision / Operations Executive / System administration / Sales Representative / Customer Service Representative / Collections Officer / Chargebacks Specialist.
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Mashreq Gold – Personal Banking Customer Service Advisor
. Worked as a Call center agent answering calls and addressing
customer queries related to bank accounts, credit cards, debit cards, personal loans,
. cashbacks.. Raising complaints and providing end to end solutions to the customer.
. Pitching for new to bank profiles and offering various offers to existing customers as per bank’s policies.
. Got transferred from Personal banking advisor to Gold phone banking service
associate in 2018
. Assisted high profile customers via phone calls who were categorized as Gold
. customers for Mashreq bank, answering queries, registering complaints, redeeming
. Processed Limousine booking service requests. Providing product information.
Business Development & Collections Coordinator
Working as a Debt Collector associate for Corporate and personal clients. This job involves calling owners of delinquent accounts on a monthly and weekly basis to solicit payments. This helps in achieving monthly and quarterly targets by establishing contacts with clients through calling and personal visits.
➢ Amicable settlement through mediation on Business to Business Debts.
➢ Resolving Bounced or Returned Cheque Issues
➢ Collection of unpaid invoices through mediation or fair debt collection practices
➢ Trade Debt Collections and Track record of maintaining client confidentiality
➢ International Debt Collections
➢ In depth knowledge of improving processes and procedures by inputting valuable insight
➢ Well-versed in virtual and actual collections of outstanding payments.
➢ Keep track of lease payments due and ensure the receipt of instalments.
➢ Analyze individual cases and chalk out alternative routes like full payments or refunds.
➢ Skilled in maintaining client database and issuing timely payment reminders.
➢ Adept at establishing a smooth cash flow at the organization via timely and well negotiated debt recoveries.
➢ Responsible for monitoring collections and sales levels and patterns on a weekly and monthly basis to identify and predict any potential problems.
Working with Customer and Merchant to get a resolution for Customer’s dispute for a charge made on his credit card. Make calling attempts with Customer and Merchant and get refunds or credits from the merchant. Process chargebacks 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.
➢ 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.
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.
➢ 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.
Customer Service Advisor, Collections and Sales
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.
➢ 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.