LALIT KUMAR

E-Mail: kumar1982_lalit@rediffmail.com
Phone: 0551877334

Enthusiastic professional targeting challenging assignments in Customer Service & Sales with an
organisation of high repute.
Location Preference: Dubai/Sharjah

C O R E C O M PET E NC I E S P R O FI L E S UM MAR Y
Client Relationship Management  An erudite professional, with zeal to make a winning career in the
Attention To Communication Customer Service and Sales Industry.
Time Management
Persuasive Communication  Possess knowledge of Mortgage, Banking & Insurance activities.
Process Mapping  Demonstrated leadership proficiency by utilizing efficient
communication and morale technique.
C ER T I FI C AT I O N
Basic Six Sigma  An effective communicator with strong analytical / logical skills and
capability to relate to people at any level of business and management.
Personal grooming & Business
etiquette.  Possess analytical thinking and innovation & problem solving capability.
7 Habits of highly effective people  A quick learner with the expertise to work under pressure and meet
: Steven covey deadlines.
 Monitoring the services provided by the organization.
I T S KI LLS
MS Office

O R GA NI S AT I O N AL E X PER I E NC E
Emirate NBD (Dubai) UAE (Since Sept 2018)
Associate: Credit card/Loans/ Accounts/Business banking

Key Result Areas:

 Organized structure of customer service and fulfilment department to increase customer sales and respond more
effectively to customer inquiries.
 Analyse customer accounts to determine upselling opportunities.
 Currently Handling Credit cards, Bank accounts, Loans, deposits & Business cards.
 Handing inbound calls for the clients if Axis Bank Securities & assisting them with their queries related to the portal
and the trading platforms offered by the company.

Highlights:

 Managing FCR and CSAT

 Upselling value added services( Debit cards, credit cards, insurance)

TCS, Mumbai (Goregaon) INDIA (Since Sept’14-Aug 2018)

As Sr.Associate - Citi Cards/PNC Bank Mortgage Dept.

Key Result Areas:

 Working with US clients of Citi Bank and PNC Bank.

 Ensuring timely documentation & submission of all relevant data to department in US
 Supporting the bank with various operational aspects and complete duties like gathering customer data and checking
customer payments.
 Assessing customer credentials and inspecting loan documents; preparing daily reports.
 Following banking guidelines to ensure security.
Highlights:

 Prepared due diligence and provide necessary information to loan documentation for preparation of loan documents
 Forwarded complete loan packages.
 Maintained credit files, monitor and clear account exceptions for lender.
 Generated reports for lenders.
 Handled and follow through to bring discrepancies and/or issues to a satisfactory conclusion.

Accomplishments:

 Awarded the second prize for best Sales Rate and Balance Score card.

Bank of America, Mumbai INDIA (Mar’09-Dec’13)

As Team Developer (Supervisor)

Key Result Areas:

 Working for the Customers of Countrywide & Bank Of America.
 Improving the timely paying of bills by developing flexible payment plans for customers, and collected and reporting
monthly expense variances and explanations
 Ensuring adherence to guidelines like Freddie Mac and Fannie Mae. Etc
 Reviewed & Edited Loan Agreements to ensure accuracy.
 Complied with Regulatory requirements, including the Bank Secrecy Act, Anti-Money laundering, USA Patriotic Act,
Privacy Act.

Highlights:
 Organized structure of customer service and fulfilment department to increase customer sales and respond more
effectively to customer inquiries
 Maintained goals by meeting customer satisfaction, call times and service upgradation
 Accomplished immediate and long terms goals of the firm so as to meet the needs of the clients
 Managed customer service resulting in excellent long term relationships and account retention
 Measured employee satisfaction and recommended initiatives towards enhancing efficiency levels
 Provided high quality services to outbound customers

Accomplishments:
 Star & Super Star Performer for 2 consecutive quarters.
 Awarded Spot awards 5 times.
 Rewarded for accuracy and Productivity.

3 Global Services, Mumbai INDIA (Jul’07-Aug’08)

As Customer Relations Advisor

Key Result Areas:

 Working for the Broadband and Telecom Customers of the Company.
 Assisting Clients to make Payments and Cross selling the company’s product and services within the guidelines of the
organisation.
 Improving the process status and bringing process improvements with the help of Calibration of calls.

Highlights:

 Analyse customer accounts to determine whether it is considered delinquent

 Monitoring calls for new team members.
 Prepare and send notifications of payments past due
 Assist customers in finding a way to meet financial obligations without getting further behind
 Placed phone calls sent invoices or emailed customers to remind them of account contracts payments due dates and
amount owed
CFCI International, Mumbai (Oct’06-Jul’07)
As Customer Relations Advisor

Key Result Areas:

 Working for Countrywide US customers.
 Transferring funds, handling transactions, liaising between different parts, and making sure all financial and legal
obligations are fulfilled
 Facilitating closings for Commercial, Resale, Refi, Short Sales, Bank Owned, HUD owned.
 Managed, calculated, and facilitated the fulfilment of all party's financial obligations prior to closing.

Highlights:
 Initiated escrow accounts by depositing funds and maintained records.
 Communicated with lenders, mortgage brokers, attorneys and mobile notary services to ensure a successful customer
experience.
 Participated in presentations with insurance institutions to increase business.

Intelenet Global Services, Mumbai (May’05-Oct’06)

As Credit Card Processor

Key Result Areas:

 Working for HSBC, Orchid & Household bank US customers.
 Answering calls providing prompt accurate level service to clients, including card activation, pin reset, dispatch request
etc.
 Diagnose and troubleshoot problems and take appropriate actions

Highlights:
 Process credit card applications for new customers setting credit limits and terms of service according to customer
credit and background
 Review invoices both paid and outstanding and record them for future reference
 Investigate customer spending trends to ensure security and catch possible signs of fraud or loss of card
 Perform sales calls to potential credit card customers encouraging them to sign up for our services

A C ADEM I C D E T AI LS
 Bachelor of Business Administration from Mahatma Gandhi University, Meghalaya, in 2016 with 82%
 HSC from Government Model Sr SEC, Port Blair (CBSE Board) in 2000 with 59%
 SSC from Kendriya Vidyalaya, Port Blair (CBSE Board) in 1998 with 63%

P ER SO N AL D ET A I LS
Date of Birth: 20th April 1982
Languages Known: English, Hindi, and Punjabi.
Current Address: 705 Al Shihab Tower Majaz 1
Sharjah UAE