Magazine : Zankhana Broker
Current
Service
Education
B.Sc. Chemistry
Industry
Banking/Financial Services/Broking
Blog
About Zankhana Broker
Summary:
B.Sc. – Chemistry with 8+ years of extensive experience in multi sectors extending from Courier to BPO to Banking. A key point that differentiates me from others is my balanced and patient approach towards any project. My strengths are analytical thinking, problem solving and implementation skills.
Objective:
To manage people, interface with customers/clients and add value to customer centric team to achieve company and client goals.
B.Sc. – Chemistry with 8+ years of extensive experience in multi sectors extending from Courier to BPO to Banking. A key point that differentiates me from others is my balanced and patient approach towards any project. My strengths are analytical thinking, problem solving and implementation skills.
Objective:
To manage people, interface with customers/clients and add value to customer centric team to achieve company and client goals.
Zankhana Broker ’s experience
Product Manager/Project Manager/Manager/Supervisor/Team Leader
at
HDFC BANK
, Mumbai, INDIA
September 2008 – Currently Working
Industry: Banking/Financial Services/Broking
Functional area: Banking / Insurance
Streamlining Processes, Process Documentation, Process
Improvement, Process Automation, Launching New Processes,
Business Process Re-Engineering
Improvement, Process Automation, Launching New Processes,
Business Process Re-Engineering
Product Manager/Project Manager/Manager/Supervisor/Team Leader at ICICI BANK , Mumbai, INDIA
January 2007 – September 2008
Achievements:
• Lead team of 12 to19 team members to sell Loan
products. Overachieved targets by 26% for Personal Loans and by
31% for Auto Loans. • Successfully lead and implemented IVR
for CART Sales with achievement of reducing queue calls on
overflow IVR by 30% and making customer navigation easy and user
friendly on the main IVR. • Designed & updated the online
product notes for CART Products. Hence empowered TL’s, officers
to independently conduct trainings for new joiners & refreshers
on product knowledge. • Streamlined processes, closed gaps and
identified performance analysis procedures for phone banking
officers hence improved phone banking officer’s efficiency by
20%. • Transitioned and implemented new processes and hence
increased business for inbound team with addition of new products
in CART. • Designed Standard Operating Procedures for
streamlining departments so that in absence of any in-charge or
even a new joiner; the work still goes on.
products. Overachieved targets by 26% for Personal Loans and by
31% for Auto Loans. • Successfully lead and implemented IVR
for CART Sales with achievement of reducing queue calls on
overflow IVR by 30% and making customer navigation easy and user
friendly on the main IVR. • Designed & updated the online
product notes for CART Products. Hence empowered TL’s, officers
to independently conduct trainings for new joiners & refreshers
on product knowledge. • Streamlined processes, closed gaps and
identified performance analysis procedures for phone banking
officers hence improved phone banking officer’s efficiency by
20%. • Transitioned and implemented new processes and hence
increased business for inbound team with addition of new products
in CART. • Designed Standard Operating Procedures for
streamlining departments so that in absence of any in-charge or
even a new joiner; the work still goes on.
Product Manager/Project Manager/Manager/Supervisor/Team Leader at ACCENTURE , INDIA
June 2004 – January 2007
Achievements:
• Lead Mumbai Call Quality Team, in absence of
Center Manager. • Got selected for Academy of Leadership
Training Program organized by Accenture for development of future
leader. • Lead Ideas Generation Initiative – We@Accenture
Program for Mumbai Contact Center. • Got selected for
Conducting and Certifying Team Members for CEPA Program by
Accenture Client Services group • Represented Accenture
Quality Team for Operational Excellence Quiz. • Lead Zero
Tolerance Error drive to reduce the Fatal Error percentage from
15% to 2% in span of 6months. • Initiated weekly & monthly
quality analysis for Senior Management and it lead to increase in
quality score from 65% to 72% for the Mumbai Center in the span
of 4months. Hence increased Vendor League table ranking from 5th
to 3rd position. • Got CEPA certified, Six Thinking Hats &
White Belt trained for Accenture Mumbai Center • Screened,
Interviewed people for QA position, groomed team members for next
role/position
Center Manager. • Got selected for Academy of Leadership
Training Program organized by Accenture for development of future
leader. • Lead Ideas Generation Initiative – We@Accenture
Program for Mumbai Contact Center. • Got selected for
Conducting and Certifying Team Members for CEPA Program by
Accenture Client Services group • Represented Accenture
Quality Team for Operational Excellence Quiz. • Lead Zero
Tolerance Error drive to reduce the Fatal Error percentage from
15% to 2% in span of 6months. • Initiated weekly & monthly
quality analysis for Senior Management and it lead to increase in
quality score from 65% to 72% for the Mumbai Center in the span
of 4months. Hence increased Vendor League table ranking from 5th
to 3rd position. • Got CEPA certified, Six Thinking Hats &
White Belt trained for Accenture Mumbai Center • Screened,
Interviewed people for QA position, groomed team members for next
role/position
Product Manager/Project Manager/Manager/Supervisor/Team Leader at TRANSWORKS , Mumbai, INDIA
February 2002 – June 2004
Achievements:
• Joined company as First Tier Agent and got
promoted from Agent to a Quality Associate to a Team Leader. As a
Team Leader set up quality and verification department for pilot
processes. • Represented Company for British Council
Examination – BULATS • Successfully handled launches of US &
UK campaigns of fortune 500 company.
promoted from Agent to a Quality Associate to a Team Leader. As a
Team Leader set up quality and verification department for pilot
processes. • Represented Company for British Council
Examination – BULATS • Successfully handled launches of US &
UK campaigns of fortune 500 company.
Zankhana Broker ’s education
B.Sc. [Chemistry],
Sarla Sarjan High School [1999/March]
, Mumbai
Zankhana Broker ’s additional information
Interests:
Trekking, Rappling, Dance, Music, Travelling, Amateur Photographer, Internet Surfing
Websites:
Awards and achievements:
Six Sigma Green Belt Certification
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