Denisha D

Results-driven Customer Care Executive with expertise in delivering exceptional client service, resolving inquiries and maintaining high customer satisfaction. Skilled in loan processing, account management, financial product guidance and CRM operations while ensuring compliance with policies and regulations. Adept at collaborating with cross-functional teams, mentoring new staff and recommending process improvements to enhance efficiency and customer engagement.

Customer Care Executive - MUTHOOT FINANCE

(2024-03)

• Responded promptly and professionally to customer inquiries via phone, email, chat, and in-person, ensuring high levels of satisfaction and first-contact resolution.
• Assisted clients with loan applications, account inquiries, payment schedules, interest calculations, and product information.
• Resolved customer complaints efficiently by analyzing issues, providing solutions, and escalating unresolved matters to senior management.
• Maintained accurate and up-to-date records of customer interactions, transactions, and feedback in CRM systems.
• Collaborated with internal teams, including sales, operations, and collections, to streamline processes and enhance customer experience.
• Provided guidance to customers on financial products, services, policies, and eligibility criteria to drive engagement and retention.
• Monitored customer feedback trends, prepared reports, and recommended service improvements to management.
• Ensured compliance with company policies, legal regulations, financial standards, and data protection laws in all interactions.
• Conducted follow-ups with customers to ensure timely resolution of queries and maintain long-term relationships.
• Assisted in training new team members on CRM software, customer handling techniques, and company policies.
• Analyzed recurring customer issues to identify process gaps and suggest operational improvements.
• Supported cross-selling initiatives by identifying customer needs and providing relevant financial product recommendations.

MSC - Botany - Scott Christian College [Autonomous] (2022 - 2024)

BSC - Botany - Holy cross college [Autonomous] (2019 - 2022)

Higher Secondary Education - Little flower girls higher secondary school (2018 - 2019)

SSLC - Little flower girls higher secondary school (2016 - 2017)