Description

Mohd Abrar Ahmed

Mobile No: 974-Show number77023831

Email:             [email protected]

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Work Outline: Outbound sales and Support, Share Knowledge & Best Practices, Training, Process Migration, Customer Service, handling Customer Query & process instructions, Audits & Compliance as per SLA, formulating ideas for Product Enhancement & Process Improvement, Resource Allocation, and Manpower Development, Maintained timesheet, leave status, generated reports, handled customer complaints and calls, Handling priority banking customers, Handled Three teams as Team leader, Business consultant, and Digital Marketing Specialist, Handling Accounts and Admin work

 

Note: Available in Qatar on work permit (sponsor by company)

 

Work History:

v  An Accountant and Admiration officer - Eedeco Builder and Developers  

 

• Processed invoices and purchase orders in a timely manner, reducing the error rate by 12%
• Decreased late payments by 8% by establishing a filing and processing system
• Created monthly reports for the accounting department
• Managing vendor accounts, Accounts payable, and receivable
• Invoicing, Tax Preparation, Handling all the bank-related works, Meeting CA for any kind of quires
• Handling payroll for 15 employees of the company
• Processed payroll for 20+ employees and worked on the improvement of all accounting procedures to increase efficiency and reduce expenses - reduced costs by 25%.
• Preparing agreement for sale deeds, and same is handed over to the customers
• Following up with customers for payments, and providing all the legal documents to the banks for bank approvals

 

v  Worked as Team Leader in – Emirates NBD Bank Dubai

 

• Handling sales credit card team of 15 members out of 40 members in the department
• In the absence of the other two team leaders used to handle all the 40 members in the department
• Listening to the team members’ calls preparing the call report and giving feedback and coaching l
• Prepare performance reports on a daily weekly and monthly basis and conduct their Performance Management by giving them monthly targets the same target was broken down into weekly and daily basis
• Prepare daily performance report collecting the data from click view system and publish the same
• Working with a team to achieve the Team targets by working overtime if required mostly on month END
• Liaise with other departments like processing team (RCC) Branch manager, PBA documents collection
• Managing the cross-sell for the team for another department DAC, Personal loan, IPP, and, Overdraft 
• Handle all the IT issues for the department as well as Incentive and deduction Files
• Handel all the customer complaints like social media, for the department. & Handling the code Amendments.

 

v  Worked as outbound customer service representative (credit card advisor)-(ENBD)

 

• Handling credit card sales cross-selling of other products like PL&DAC calling customers on data provided by the bank and advising them for the correct product depending on their eligibility by maintaining a high standard of bank policies and call quality. Handling the team & cascading the update in a timely manner
• Co-coordinating with other departments and seeing that our issues are resolved
• Receive award as Mr. positive for the whole outbound and got vouchers for sales to call quality and for no to yes customer as well as in card approvals and received customer appreciation through mail and calls
• Marinating KPI standard adhering audit and compliance and bank policies and calls ethics to make sure not miss KPI 3 Even when on annual leave.

 

v  Worked as a Debt collector in First security Group

 

• Handling credit cards, personal loans, and auto loans for clients Emirates NBD, ADCB, and RAK bank.
• Organize a list according to the severity of delinquency and locate customers using credit bureau information, background checks, loan documents, and other paperwork or database using labor card or passport information.
• Involved in both inbound and outbound for calling customers and utilizing all the sources to handle skip tracing.
• If the customer is contacted first gather the different communication addresses then send the recovery letter so that the customer should accept his liabilities and it’s easy to get money from them.
• Listen to the customer’s financial condition and arrange for the payment schedule and suggested to them mostly for the one-shot payment. Tracing the customer on social media or using a digital platform to search the customer
• Involved in internal audit and external audits as well as updating the daily weakly and monthly target on the notice board and star performer on the weak and month.
• Uploaded the case into the GCS (Global Credit Solutions) system to take the help of the international partners located all over the world in tracing the debtor and collecting the money from them.
• Involved in the reconciliation of account following up on unpaid debit and weekly and monthly cash flow forecasting and send the report to the higher management
• Settlement letters and clearance letters are sent to the customer once they clear their debt.
• Follow the federal and the banking laws as well as legal laws dealing with debt collection.
• Help manpower department/ Administration and HR department whenever required.
• Taken initiative to do a field visit to the customs office or home depending on the address and explains the customer after consequence if he did not pay the debt as per the banking and legal procedures.

 

v  Job profile as Clerk in RAK BANK  – Dubai (Oct 2008- Jan 2009)

 

§   One of the team members was involved in the launch of debit cards and processing debit requests for the new and existing customers as per operating procedures.

§   Involved in the opening of new accounts like saving and co-operative account

§   Provide required MIS, and information on handling queries and resolving issues regarding the process of debit cards.

§   To process customer requests whilst ensuring delivery of quality service to internal and external customers by adhering to internal (operating procedures) and any external (central bank) laid down guideline.

 

       HBIB - HSBC Bank International Banking: (March 2001 till July 2008) Process Front – HBIB Dept. (Outward Payment)

 

v  Administrative Officer – Bank of Bermuda (HSBC GROUP BANK) - Bermuda (July 2007 to Jan 2008)

 

§   Supported the team in inputting & approving the telegraphic transfer and worked on transactions dealing with salaries, card payments, internal transfer, demand draft, and account closing.

§  Involved in training & maintaining a relationship with the staff and helping in facing difficulties while implementing the HFE/HUB application.

§   Responsible for Processing client demand deposit accounts, call or notice accounts, and fixed-term deposits & settlement of foreign exchange transactions on these accounts, payment methods include cheques, bank drafts, and domestic and international money transfers.

§   Liaisoning with treasury department whenever dealing with foreign exchange rates, also keeping Mind the deadlines of currencies and act as per client instruction to transfer of fund locally & internationally.

 

Releasing:

§   Auditing the telegraphic transfers originating from HSBC Channel Islands, ensured correct routing in terms of various currencies to Banks across Globe using tools like bankers almanac, cross-checking swift & Nostro.

§   Coordinated with the treasury dept. for Foreign exchange rates as per currency of the telegraphic transfer.

§   Mitigated the compliance procedures by constant monitoring for HOT, Sanction countries, NCCT, and fraud if any.

§   Checked all the exception messages & cross-checked the payment with the customer instruction and Balance & special instructions on the accounts from where the amounts are to be transferred.

§   Liaisoning with the London treasury regarding Dorris deals for the MPS currencies and also business partners regarding duplication of payments, multiple instructions and instructions which are not for outward payments

Validation:

§   Handled Outbound / Inbound calls to validate the customers and the authenticity of the instructions and coordinated with the relationship managers for any insufficient funds if any in the customer’s accounts.

§   Coordinated with the fraud team for any suspicious instruction & business area for special instruction held on the customer accounts.

Investigations:

§   Shared Process knowledge on outwards and helped team in resolving queries related to outward and internet payments and enhanced overall team quality.

§   Drafted free formatted swift to the banks and formulated 3 Process improvement ideas in the investigation queues, accepted & implemented by the business area.

§   Played an important role in the migration of the premier investigation queue, I was the first staff to take calls and later trained team members on calls.

§   Handled outbound calls to the customers depending upon the investigation queries and to mitigate speedy resolution of the payment queries.

 

DSC Night Shift - PAPS & CRS Dept (2 years)

 

PAPS (Pre-Authorized Payments)     

§   Dealt with preauthorized transfers requested by the customer, including the establishment of standing orders, direct debits, and cancellations as per requirement.

§   Handled Audits & Preprocessing checks for the entire department.

CRS (Central Review Site)

§   Migrated CDE customer date enhancement process and was an auditor for CRS projects, ensured proper feedback delivery, and shared best practices & knowledge of the process.

§   Migrated and trained operators from other sites on CDU Hogan and completed the project within time with 100% quality.

Projects:

§   Prepared presentation and also procedures for Bank of Bermuda project in Bermuda.

§   Prepared flow charts for PAPS for making the process much easier for understanding and implementation

§   Maintained the updates of the process and cascaded them effectively.

§   As stationery marshal prepared stationery indent form for monitory basis while taking care of all stationery requirements for entire HBIB department.

§   Prepared checklist as well as a flow chart on different queues for the HBIB investigation team.

§   Worked on the project for the repair and validation reroutes.

§   Continuously strive to bring about process-related improvements by raising problem logs.

§   Played a vital role with the team in lots of migration, both in night and day shifts with implementation as well as giving training on the same.

Other Responsibilities:

Team Coordinator:

§   Involved in providing input & support on management issues, handling customer-centric quality campaigns/initiatives for enhancing quality awareness.

§   Workflow management through effective capacity planning, leave management & process prioritization.

§   Ensured Audit & compliance to quality & productivity standards and planned cross training taking into account the global contingency requirement and attended confer calls & liaising with various UK Branches.

§   As an audit marshal for the ground floor, responsible to ensure that the entire team adheres to all statutory, audit, and compliance requirements.

§   Maintained the timesheet, leave status (sick, mandatory unplanned) and generated reports to the higher management on the same additionally, track expenditures and check department budgets for accuracies.
Faculty:

§   Trained new staff depending on the process requirement within the department and also created a learning curve as well as weekly and monthly performance. 

§   Delivered best practice & knowledge sharing ensuring optimum resource usage & business development across the sections and reviewed Processes to identify improvements enhancing operational & financial effectiveness

§   Core member in Migration of the premier investigation queues and trained the team members on calls.

Achievements:

§   Received a lot of certificates for best performance, in the entire CCO department & received customer appreciation.

§   Added responsibility to go to Bermuda and efficiently trained & supported the payment and cash management team in Bank of Bermuda.

§   Received Appreciation Letter from VP - Bank of Bermuda in Bermuda.

§   Received the Super Star award in HBIB for excellent productivity and quality.

§   Won 3 special recognition rewards for stopping duplicate payments and received an accreditation certificate from the payments department

§   Received certificate and batch for Faculty for the section and also received Appreciation letter & share option plan May 2002 for excellent performance            

§   Recognized by the management as a key employee for the organization and has been awarded bonus shares of HSBC Holdings plc. Received productivity excellent avoid for the first quarter of 2008 in payments 

§   Received award from management for motivating and appreciating team to work overtime for completing 400 volumes as per business deadlines. And at the same time taking the initiative to handle the team excellently in the absence of the manager.

 

Education

 

                                                                       MBA – Finance . Dr. B.R Amedkar University

PG Diploma in Computer Applications, Sail Software (1998)

B.Sc. (Electronics), Osmania University (1997)

CAP Certified form Solomon solution – ENBD

Diploma in Digital Marketing

 

Professional Development

 

Attended 4 Training Workshops conducted by HSBC

Supervisory Techniques, Business & Customer letter writing and customer services, Peoples management & MIS, Attended a lot of digital marketing workshop,

 

Personal Information

 

Date of Birth: 14th May 1976 w Languages: English, Hindi, Urdu, and Talegu

Passport# ZShow number2951235. In Qatar on work permit

 

Information