Nipa Bhavsar

A dynamic career with over 20 years of experience in the areas of Business Development, Client Relationship and Team Management. Exposure in identifying & adopting emerging trends & addressing industry requirements to achieve organizational objectives. Competent in implementing effective solutions to the customer needs, with an aim to improve customer contentment and consequently customer loyalty, repeat and referral.

Team Lead - TTEC India (formerly, Motif India Infotech) - Ahmedabad

(2016-04)

Currently managing a team of 11 people. Helping them in achieving their regular and daily goals. Help them in reaching their CSAT targets. Coaching and feedbacks on regular basis by giving them their own weekly action plans with defined weekly targets. Managing a team who take care of online Fraud like if they are opening new accounts with fake documents. Total experience in Fraud prevention is 7 years.

• Developing team and supporting them to achieve their goals and targets and thereby creating confidence and self dependence
• Worked in both, Voice and Fraud Prevention processes, and have been among the top performers
• Awarded the best team leader and award for the best team
• Monitoring, recruiting, training & motivating the manpower & ensuring quality deliverables in the market
• Providing direction to the sales team for ensuring optimum performance and enhancing their professional and soft skills
• Analysing the performance of team members and assigning them targets on regular basis
• Assuming role of an active Operation personnel whenever there is a need
• Actively assisting, not only subordinates, but also peers to develop their skills in different areas

Fraud Prevention Analyst - STANDARD CHARTERED BANK - Dubai (UAE)

(2002-01 - 2005-06)

Worked as a Fraud Prevention analyst/charge-back with team for 7 years, in which fraud were done to book airline tickets and hotel rooms. Analysis of all data provided and verification of bookings through customer callback. Cancellation of reservations and refund to customers in case of fraud.

• Awarded as Rising star of Fraud Prevention Team, which is awarded looking at annual performance during the CS Week
• Managing day-to-day client communication in a timely manner
• Building a good rapport with client by catching the pulse
• Proactively sharing any improvement ideas, trends, and even shortcomings. Such transparency results in trust
• Trying to save the revenue for the client by cancelling the bookings on time

Officer Phone Banking - ADFC PVT LIMITED-HDFC BANK - Ahmedabad

(2004-07 - 2016-03)

Well trained on all Banking Products, marketing banking Products through Phone Banking. Selling banking products to the customers on in-bound calls, delivering consistent business volume through the cross-selling of different products. Resolving customer complaints as part of customer service. Improving the call quality and product knowledge of Phone Bankers by barging live calls.

• Awarded for the Outstanding performer in Customer Service for the 3rd quarter of FY08 at HDFC Bank-Phone Banking
• Building and maintaining healthy business relations with high net worth and corporate clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms
• Implementing high quality services, resulting in customer delight and optimum resource utilization for maximum service quality
• Identifying improvement areas & implementing measures to maximise customer satisfaction levels

Phone Banker - HDFC Bank - Dubai (UAE)

(2001-01 - 2004-06)

Closely working with customers/associates on all Banking products and building up a strong rapport with them, with patience and accuracy. Well trained on all banking products, marketing banking products through Phone Banking.

• Confer the award of Best Phone Banker by Mrs Queenie Corriers (Head-Phone banking Department) at Dubai in December'01
• Identifying improvement areas & implementing measures to maximise customer satisfaction levels
• Building and maintaining healthy business relations with high net worth and corporate clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms
• Implementing high quality services, resulting in customer delight and optimum resource utilization for maximum service quality

AISSCE - 12th Standard - Central Board of Secondary Education (1996 - 1997)