10 years of experience in the customer experience function across various industries, with hands on experience in handling a team of at least 15-20 direct reportees. Have handled process improvement projects and also assisted in transitioning and piloting loan restructuring projects

1. EDWIN JOHN
edwin.john_85@yahoo.in
Cell :+91 887 9776777
A highlymotivatedandambitiousindividual able togive timelyandaccurate advice,
guidance,supportandtrainingtoteammembersand individuals.Possessingexcellent
managementskillsandhasthe abilitytoworkwith minimumsupervision whilstleadinga
teamof seventeen ormore.Havinga provenabilitytoleadbyexample,consistently meet
targets,improve bestpracticesandorganize time efficiently.Now lookingforwardto
makinga significantcontributionasanassetwitha companythat offersagenuine
opportunityforcareerprogression.
EXPERIENCE
Lodha Group ,Mumbai, June’15- July’16.
Role: Deputy Manager :: Industry : Real estate :: Function:
Customer Relations Management.
Duties:
 Handledhighnetworthcustomersfrompost-sale topossession.
 Handleda total customer base of200+ customers – total size of the
portfolio140cr.
 Salespitchto existingcustomersto developbusinessandacquire revenueforthe
organization.
 Had 11% leadgenerationout of the customer base handledduring project
launch, of which25% materializedintonew bookings.
 Followupwithcustomerstoensure timelycollectionof paymentstoavoid
interestbeingleviedtothe customers.
 Was in the top quartile for collectionsinQ4’15 & Q4’16 with average
collectionefficiencyof86% to the total collectible across both quarters.
(avg coll. Amount4cr)
 Constantly trended5-6% above the overall clusters performance.
 “On Board” Customertill the processof Registrationandensure excellentdelivery
of Customerexperience.
 On boarded 50% of the customer base,within the 21 day milestone ,along
with the least defaultfor the particular milestone.

2. JP Morgan Chase ,Mumbai, June’11-April’15.
Role: Team Manager :: Industry: Banking :: Function: Collection
& Customer service
Duties:
 Motivatingthe teamto achieve highstandardsandKPI targets.
 Handlingnewclientenquiriesandactingasthe face of the business.
 Dealingandresolvingproblemsandissueswhicharise withinthe team&process.
 Mentoringandtrainingjuniorandnew staff.
 Monitoring& reportingstandards&performance targets.
 Arranging& chairingweeklyteammeetings.
 Strongfocus ontargets & achievements.
 Implementingnew initiatives.
 Involvedinthe recruitmentof new staff.
 Tracks and monitorscalls.
 Providingpromptandaccurate informationonindividual performance.
JP Morgan Chase ,Mumbai, June’09-June’11.
Role: Performance Enhancement Coach :: Industry: Banking ::
Function: Collection & Customer service
Duties:
 Identifythe Bottomquartile before the startof everyquarter,setup
expectationsandreduce variability,byconstantlymonitoringperformance and
providingfeedback,whichinturnwouldhelpboostsiteperformance against
global competitors.
 Work withthe bottomQuartile of the floorovera quarterand show
improvementintheirperformance.
 Handle newhire batches,workontrainingmaterialsandconducttrainingforthe
teamalsoinclude performance enhancementmodelsintrainingmaterialsto
ensure newhire batchesare at par withtenuredteams froma performance
aspect.
 Pilotedacomplex processwhichinvolvedpartneringwithglobalsitestoensure
expertiseisattainedbefore inceptionatsite.Successrate postinceptionwas
100% as per compliance requirements.

3. JP Morgan Chase ,Mumbai, Feb’07-June’11.
Role: Customer Support Specialist :: Industry: Banking ::
Function: Collection & Customer service
Duties:
 PerformCollectionactivitiesonCreditCardDefaultersforDifferentCardProducts
offeredbyChase Bank.
 Use approved toolstosearchcontact detailsforcustomerwhohave been
delinquentwiththeircreditcardpayments.
3 Global Services ,Mumbai, Nov’05-Oct’06.
Role: Customer Service Advisor :: Industry: Telecom :: Function:
Customer service
Duties:
 Handle inboundcallsfromCustomersbasedinthe UKwhowere customerfor3
Global Services.
 Resolve Firstline technical issuethatthe customershadwiththeirhandsets.
 Provide Airtime &Handsetupgradingoptionstocustomerstoretainthemandto
buildonloyalty.
Hare Krishna Infrastructure,Mumbai,Jun’03-Nov’05.
Role: Front Desk Executive :: Industry: Real Estate :: Function:
Customer service.
Duties:
 Handle customerFootfall atthe buildersOffice.
 Handle CustomerQuerieswithregardstorequireddocumentsof the property.
 Resolve Customerescalations.
 Followupwith Clientstoensure timelypaymentsweremade againstthe
demandsthatwere raisedbasedonthe progressof the construction.

4. KEY SKILLS &
COMPETENCIES
 Provenabilitytomanage throughothers.
 Strongdecisionmakingandproblemsolvingskills.
 Able tomotivate andleadothersina teamenvironment.
 Excellentcommunicationskills,bothwrittenandverbal.
 An abilitytobuildrapportandtrust quickly.
 Time management.
 Eye for detail.
 Recordmaintenance.
 Experience inhandlingescalationandtrainingagents.
 Abilitytosetgoalsandinfluence agentsinachieving
them.
 Abilitytoreview andmodifyprocessesforthe benefitsof
clientsandmanagement
EDUCATION Certification
 Lean & SixSigma GreenBelt– KPMG.
 Lean & SixSigma Black Belt– AIQM.
University
 BCOM(VinayakaMissionUniversity)- 2.7GPA or 65%
(2014).
 IELTS – Band 8 (2015).
Projects Details about the project
Processdocument Review: Headed and revieweda223 page documentto ensure
that processis streamlinedwithoutany flaws across 3
sites( Elgin,Orlando and Mumbai ).Ensuredall
compliance relatedmechanismswere covered.Set
new guidelinesandensuredthat the necessary
documentationwas initiatedfor audits both internal

5. and external.This project objective wasachieved
withinthe allotted3 months deadline.
FTE & Resource optimization: Undertooka project initiatedby the senior operations
director. The project involvedreducingthe over head
cost borne by the departmenton a monthlyor a yearly
basis. By changing the dialingpatterns ensuredwork
force was optimizedand increasedthe line availability
by 6%. The requireddaily FTE count was reducedfrom
45 to 40 i.e.by 11%.The 5 FTE were thencross skilled
for a differentdepartment.
** Additional projectsundertakencan be furnishedonrequest.
AWARDS All Awards and recognition
 AwardedExtraMilerfor Q4’09.
 AwardedPerformance Coachof the QuarterforQ2’10.
 AwardedExtraMilerfor Q3’10.
 Employee Portrait WinnerFor2011.
 Team of the Quarter Q4’11.
 Team of the Month - Sept’12.
 BestTeam Manager Q4’13.
 Team of the Quarter Q4’13.
 6 MonthlyStar PerformerforH1’14 & H2’14.
Personal Details
Name : Edwin C John.
Date of birth : 7th August 1985.
Marital Status: Single.
Address : B1/110 Diwan Homes, Diwan Mann, Vasai (W), Thane -401202.
Nationality : Indian.
Passport# : H1851582.