Gaddafi Ali Hazarika,

Flat # 306, Block # B,

4th Floor, Amin Towers, Red Hills, Hyderabad - 500004

Mobile # 70329-78746

E-Mail # gaddafiahazarika@gmail.com

Work Experience 1:

Enterprise Global Services (Formerly Wells Fargo India Solutions Private

ltd), Hyderabad, India

Payments, Virtual Solutions & Innovation Team - Work Director, Team Lead March 2012 till date

Customer Service – Email & Voice

Management Information System

Anti Money Laundering Dealer Services Compliance

Responsibilities:

People management

Monitor and conduct Team Member appraisal

Provide effective feedback to team members

Handle customer complaints and/or escalations

Lead Calibration Sessions with participants from Onshore and Offshore team

Perform sample size audits each month

Lead the Six Sigma Process Improvement ideas for PVSI

Ensure daily and monthly SLAs are met

Create and publish MIS reports

Proper utilization of manned days

Workforce Management – Leaves, schedules and exceptions

Attrition watch list

Root Cause Analysis & ensure all CTQs (C-Sat, EPH, QA) are met

Volumes forecasting

Risk and compliance adherence

Lead SPOC to organize all department level engagement R&R activities

Achievements:

Wells Fargo Annual Conclave (WAC) Winner in 2014

Winner of Achieving Excellence IV award in 2015

Winner of Achieving Excellence III award twice in 2015

Winner of Achieving Excellence II award in 2015

Winner of Achieving Excellence I award 6 times in 2015

Others:

Trained in Project Management

Re-engineered the Exceptions Update process within Workforce Management tool thereby saving $645,000.00

Transitioned the PVSI process to Hyderabad in 2012

Ensured Geo Compliance of Applications

Green Belt project under progress in Wells Fargo

Black Belt Project initiated in Wells Fargo

Certified Six Sigma Project with a saving of $75,000.00 pa in Wells

Fargo

Yellow Belt Champion in HSBC

Community Service SPOC for PVSI Department

Create reports using existing tools and assist in producing reports for gathering useful metrics to track the effectiveness of the process.

Work to ensure that the bank delivers an excellent customer experience

and address escalated customer concerns as necessary

Recognize team members for results delivered

Direct report responsibility and accountability for professional

development

Work Experience 2:

HSBC Data Processing India Pvt. Ltd.

Payments COE

Hyderabad

Worked for Pooling and Cash Concentration team from Aug 2009- Mar 2012

P/CC provides two cash management products to corporate customers based on

HUB systems. They are - Pooling and Cash Concentration which is available in

cross border, cross system and domestic. P/CC also includes Cross Bank Cash Concentration.

Responsibilities as a Verifier:

Manual Testing of HUB account relationship set up amongst new countries.

Creating test plan and scripts.

Utilize Quality Centre application for test cases.

Call Relationship Managers across 14 nations for payment approval

Responsible to review documents for setting up new relationships which will

have an agreement between the customer and HSBC, and based on which we

would decide on the relationship parameters.

Check manual calculations of interests of accounts in case of any back valued entry.

Achievements:

Promoted from a repairer to verifier in P/CC after only 8 months of joining the

team due to my excellent performance standards.

Awarded “Outstanding Performer” for January, February and March 2011.

Rated 1(1 being the best) in the 2011 final year review.

Rated 2(1 being the best) in the 2011mid-year review.

Rated 2 (1 being the best) in the 2010 final year review.

Responsibilities as a Trainer:

Train new joiners in P/CC process.

Train FTE’s from other queues for cross training purpose.

Share and implement training plan.

Assess weekly tests and share the scores with trainers and line manager.

Responsible to identify the areas of weakness and work towards it.

Achievements as a Trainer:

Trained two FTE’s from other queue for cross training purpose.

Trained 2 FTE’s new joiners in P/CC.

Yellow Belt certified for reducing the training plan from 8 to 5 weeks.

Worked in EPS Priority Payments team Inputting manual payments from

June 2009 to August 2009.

Responsibilities:

Input payment instructions on MPS.

Work Experience 3:

BA Continuum Pvt. Ltd (Bank of America)

Customer Service – Text Chat 2008 June to 2009 June

Chat with Bank of America customer to resolve their Online Banking queries.

Skills:

People Management – Individual Attention

Six Sigma Concepts

Manual Testing

Workforce Management

Process Improvements

Interest Reworks

Process Mapping

Cash Management

MS - Word, Excel, Power Point, Visio

Standardized Query Language (SQL)

Strong analytical bent of mind

Excellent negotiation and customer management skills.

Personal Summary:

Ability to learn quickly and transfer knowledge appropriately.

Good team player with ability to lead and motivate others.

Ability to understand and interpret complex numeric data.

Excellent written and verbal communication skills.

Open to and capable of adapting to changes quickly and efficiently.

Good in building lasting relationships

Special Interest:

Represented Assam in Table Tennis (1998-2002)

Semi finalist of the AMCHAM corporate Table Tennis Championship

Academic Credentials:

Graduate in Arts from Gauhati University, Assam in 2007

Place: Hyderabad

Gaddafi Ali Hazarika