Profile Snapshot
Lohrii is based out of Delhi & has studied Arts, BA-Bachelor of Arts from Year 1998-2002 in DU-Delhi University, University of Delhi.
Lohrii Kadena is Skilled in English Language, Communication Skills, Rock N Roll Musician and other talents.
Talents
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Rock N Roll Musician... among 0 users in Delhi…among 0 users worldwide -
Cooking... among 0 users in Delhi…among 0 users worldwide -
Communication Skills... among 0 users in Delhi…among 0 users worldwide49.49percentile among worldwide users -
Sports... among 0 users in Delhi…among 0 users worldwide
Professional Path
Team Developer
Bank of America
Full Time
Mar-2007 To
Sep-2015
8 years 6 months
- • Managing team performance on CTQs and CTPs
• Ensuring quality customer service and providing timely resolution to customers/clients.
• Responding to customer's inquiry/request/complain/feedback through an authenticated channel (E-mail).
• Reviewing daily QA and productivity reports and observation based coaching and feedback to team-mates
• Identify skills improvement opportunities basis monthly one on ones and creating learning plans for team-mates
• Handle complaints, executive escalations and regulatory risk allegations made by the clients/customers regarding their credit card account, personal Checking/Savings account
• Interacting and coordinating with the onshore team via email, instant communicator and phone to ensure the clients/customers request/complaints are captured to addressed and processed within the specified timeframe.
• Ensuring to arrange a call back with a solution for the clients/customers who had a complaint over a products and services. - • Awarded for consistently delivering Top Quality Performance 2007 & 2008 in Electronic Banking (Email Process)
• Received Global Rewards & Recognition Awards in 2011, 2012 and 2013
• Awarded for the contribution of operation trainings for the new batches 2009 and 2010
• Received multiple awards consisting of Gold, Silver and Bronze Certificates for “Exceptional Drive for Result”, “Displaying the Core Values of Bank of America”, “Deliver for Our Customer, Shareholders & Clients” and “Topping the Stack Ranking”, etc.
• Recognized and recommended for assisting and supervising (process knowledge) the pilot batches for chat (Deposit DDA/Savings account 2008 and Credit Card biller Email team 2013).
• Key role in successfully establishing setting-up the web chat process (deposit checking/savings account) in 2008, and Credit Card Biller Email Team in 2013
• Performed remote transition training for a new application to simplify the productivity
Qualifications
Delhi University
Bachelor of Arts Arts
1998-2002
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