1. HEADLINE: Experienced Premier Client Management, Business Development, Customer Service & Operations, Process
Management, Risk Management, leader focused on Strategic Planning & Execution
SUMMARY:
I am a competent and diligent professional with an experience of 8+ years in operations, process management, service
delivery, quality compliance, statutory compliance, client servicing and relationship management; I am current engaged as
Premier Service Manager with Hong Kong & Shanghai Banking Corporation India Limited.
I possess in-depth knowledge of entire customer service operations ranging from ensuring SLAs, Process flows, Team
Forecasting, Workforce Analysis and Training. I am managing various processes entailing back-office operations; creating
process vision & design, developing enhancement strategy & deploying key execution strategies across processes. I have
proven abilities in addressing operational issue along with fair working knowledge & expertise in maintaining high standards
of customer & client service, with quality & service norms to achieve customer satisfaction and business retention.
My core strengths are in collaborating with cross functional teams, interfacing with clients and deploying technology to
build successful solutions for clients as well as possess innate strengths in instilling multi-skilling aptitude among workmen
for process enhancement. I am fully conversant with concepts and application of quality and process improvement tools to
facilitate smooth functioning of overall operations and thereby improve service and reduce costs. I played an integral part in
addressing operational issues, resolving performance bottlenecks with expertise in devising policies for improving business
performance and achieving desired objectives and organizational growth.
A few of my achievements would include being awarded as the Service Star for Q2 and Q3 2015, Best PSM Pan India for Q3
2015, Service Star for Q1, Q3, Q4 in 2013, Best Q1 Supervisor Award in 2010 for exemplary team performance, Best Q4
Supervisor Award in 2009 and Outstanding Performance in Quality in Apr`08-May`08, etc.
My strength lies in understanding complex business situations and innovating ways to come out with winning colours.
Relentless in my efforts to overcome obstacles, break paradigms and accomplish strategic initiatives, I am determined to let
nothing stand in the way of achieving corporate objectives.
To know more about me write to me on tinas1salian@gmail.com
SPECIALITIES:
 Strategic planning and Implementation
 Banking Operations
 Premier Client Service Operations
 Customer Relationship Management
 BPO Operations
 Business Development
 Leadership, Motivation & Mentoring
 Credit Operations Portfolio Management
 Quality/Statutory Compliance
 Communication Skills
 Relationship Management
 Training & Development
 Staff Motivation & Management
EDUCATION: Bachelor of Commerce from Mumbai University, India
EXPERIENCE:
Hong Kong & Shanghai Banking Corporation India Limited | Premier Service Manager | Jan 2007 - Till Date

2. Intel Net Global Services | Senior Customer Service Executive-National Rail Enquiry | Aug`06 – Dec`06
I am responsible to create monitor overall functioning of processes, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction level. Involved in administering customer service operations for
rendering and achieving quality services; providing first line customer support by answering (escalated) queries & resolving
their issues, ensuring minimum TAT. Maintaining cordial relations with customers to sustain the profitability of the business.
Scrutinizing post service activities like following up with the customers and handling customer grievances relating to the
services offered for superior customer service. I provided sales support to the Relationship Managers involving
development & completion of sales documents, data input management & report generation. Assuring all processes &
procedures are incompliance to HSBC Bank Policy Standards, Regulatory Requirements, Group Compliance Policy & Internal
Controls.
I am managing operations with view to achieve business objectives and ensuring top & bottom line customer satisfaction
and ensuring systems and processes thereby delivering quality output while leading, mentoring and monitoring the
performance of the team members.
I also attended regular meetings and contribute to the development and implementation of strategies, policies, procedures
and budgets. I am also spearheading, managing and directing the work of the Department to ensure departmental targets
are achieved. I am responsible to recruit and introduce staff to the work of the Department to ensure that required
standards are achieved.
I ensured high level of service to HNI Premier Customers while managing service proposition for the HNI customers also
assured satisfactory internal and external reviews. Also assured highest standards of customer service in terms of timelines
and customer experience. Successfully achieved 100% customer data completeness for the new accounts. Assured 100%
accuracy on all KYC & Non- KYC documentation and processing of customer instructions & requests. Spearheaded branch
operations in the absence of Deputy & Branch Manager.
I am involved in monitoring performance of the staff and ensuring the necessary direction and training are provided.
Initiating activities for enhancing the revenue of the company and maintaining the records of various marketing and follow-
up activities.
PREVIOUS EXPERIENCE:
 Sparsh BPO Services Limited | CSA-TAGIC Call Centre Operations | Oct`04-Jun`06
TRAININGS:
 Basic Banking
 Selling Skills & Behavioural Coaching - Barry Tomkins
 Team Management
 Leading the Way: Learning to Lead
 Overcoming Obstacles
 Leadership Skills
 GP Certification (Global Premier)
 IRDA Certification-General Insurance
 MAC (Managerial Assessment Certification)
PERSONAL PROFILE:
Date of Birth : 3rd
October, 1983
Linguistic Ability : English, Hindi, Marathi
Passport No. : G7870295 (Valid up 2nd
March, 2018