Nicola Carolline Manuel

General Info

Full Name
Nicola Carolline Manuel
Gender
Female
Age
31 Y
Total Experience
12 Years
Nationality
India
Current Living
Chennai, India
Languages
English, Hindi, Tamil

About me

I possess more than 10 years of progressive experience in the customer service field. My professional history includes positions such as a Voice and accent assessor at Intelenet Global Services as well as many other challenging positions I held at Intelenet (IGS).

My long-term experience in the service industry has taught me how to meet and exceed each customer's expectations with service that sells. My last designation as Voice and accent assessor for IGS, gave me the experience of hiring candidates based on their communication skills, as I had to evaluate them, this also meant I was a part of the recruitment team in achieving the targets for new hires.  I am a resourceful, flexible individual who can work alone and with a team. My organized nature and personable attitude makes me a great candidate for this position. I take ownership of tasks quickly. I am creative and adept at problem solving. Expertise in customer service, problem solving, make me a great addition to your team.

Experience

Senior Level, Banking & Financial Services, 1 Year ( Jul 2014 - Apr 2016 )

Functions

Coaching, Communications, Hiring, Interviews, People Management, Planning, Recruiting, Screening, Service Delivery, Talent Development
BPO ( Business Process Outsourcing )

To conduct the 1st level of interview and gauge communication skills of a candidate. An assessment conducted as per the Common European Framework( CEF) either through the telephone or a face to face interview. Worked alongside the Recruitment team, to meet voice requirements of a process. Timely reviews are done to keep recruiters in line with the quality that is required. To handle core assessment for two sites ( Chennai and Mumbai ) to prepare everyday reports on daily conversion. To mai

Senior Level, Banking & Financial Services, 5 Months ( Jan 2014 - Jul 2014 )

Functions

Compliance, Customer Service, Income Statement, Microsoft Excel, Microsoft Office, Microsoft Outlook, Offshore Operations, Service Delivery

To assess mortgage applications. To review and conduct initial checks on new mortgage applications. To review documents and mark satisfactory or request for further documentation. To liaise with mortgage advisor, broker, or customer regarding the progress of application and or to request for further details. To maintain 100% assessment quality. To be upto-date with trending updates on mortgages. Responsible for smooth progress of the application. To attend inbound and make outbound calls.

Senior Level, Banking & Financial Services, 3 Years ( Feb 2010 - Jan 2014 )

Functions

Analysis, BPO ( Business Process Outsourcing ), Compliance

 One among a 5 member team specialized in handling complex cases across all Barclays sites globally.  To work under strict deadlines and solve queries the same day or within 24 hours.  Ensure to resolve queries and not log a complaint.  Coordinating with various sub divisions to push forward applications needing an emergency escalation.  To liaise with different departments within the mortgage services wing to sort discrepancies and to seek approvals.  Authorised to sanction/approv

Senior Level, Banking & Financial Services, 2 Years ( Oct 2007 - Feb 2010 )

Functions

B2C, Banking, BPO ( Business Process Outsourcing ), Brand Development, Call Center, Client Relations, Communications, Compliance, Conflict Management, Contact Centers, Credit Cards, CRM ( Customer Relationship Management ), Cross Selling, Customer Retention, Customer Service

 Attend inbound calls and resolve customer queries (retail banking) Eg: balance enquiry, statement enquiry, funds transfer, review bank statements, issue statements, set up a new savings account, upgrade a current account, set up a standing order, instruct on setting up a direct debit, Customer detail changes, workflow management.  Present and sell all personal banking products & services on every call, such as home insurance, building insurance, personal loans, home improvement loans, cred

Senior Level, Telecommunications or Wireless, 2 Years ( May 2005 - Aug 2007 )

Functions

Coaching, Communications, CRM ( Customer Relationship Management ), Customer Relations, Customer Service, Leadership, Management, Mentoring, Negotiation, Networking, Offshore Operations

 To make outbound calls to sell US Grants, holiday packages, utility services & lead
Generation for various campaigns.  Responsible to maintain AHT and achieve targets on a daily basis.  As a verification officer (SME, responsible to convert sales, attend to escalations and finalize sales.  Determined the duties and responsibilities of individuals in a team (20 Agents).  Conduct all team activities like morning huddles, training and coaching, complete mandatory complia

Entry Level, Telecommunications or Wireless, 1 Year ( Jan 2004 - May 2005 )

Functions

Advertising, Attendance Management, B2C, Backup and Restore, Business Management, Cash Management, Clerical, Client Relations, Communications, Complaint Management, Coordination, Customer Billing, Customer Service, Customer Support, Data Entry, Database Administration, Invoicing, Office Management, Reception, Sales, Secretarial, Telephone Skills, Time Management
General Administration

 To maintain front office desk and assist all walk-in customers for cellular bill payments, statement request, itemised bill queries, sim card queries, block and unblock requests.  To sell new prepaid and post-paid mobile connections.  To sell new mobile phones and tariff plans on post-paid connections.  To manage 3 telemarketing executives and 5 field executives.  Responsible for team’s performance to generate new leads for field executives and closures on new individual and corporate

Academics

Completed on May 2015

Academic Field
Humanities - Literature
Major Subjects
Fantasy , Romance, Short Story 

Contact Info

Documents

Resume / CV
.docx