Team Manager (DVP 1) - IndusInd Bank
(2023-01)
Currently Managing following LOBs, Affluent Desk, VRM Portfolio CA, VRM Welcome CA, CA Client Engagement Calling, VSM SA, Forex Inbound and Outbound with the Team size of 60 including 03 Team Leaders
- Managing customer escalation received through Verbal and Non-verbal channel. Responsible for maintaining Affluent Voice service level at 95% and Non-Voice resolution TAT at 85%
- Strategic planning to negate calls abandoned and avoid customer repeat calls at Phone Banking
- Feedback and Coaching to the officers to improve NPS Score
- Following up with various business team for end to end closure on Affluent cases ageing beyond 03 days
- Ensuring customer escalation resolution with 24 to 48 hours
- Analysing and Sharing Affluent Desk cases raised in CRM to respective doer Team and get it's closure in 24 hours
- Analysing Officers and TLs performance in basis KPI and sharing feedback where ever applicable
- Arranging FATAL recovery calls out to the Affluent customers
- Preparing quarterly newsletter of respective business and sharing it with respective stakeholders for their consumption
- Provide soft skills Training to the officers across 02 location (Mumbai and Chennai)
Chief Manager - ICICI Lombard
(2021-07 - 2023-01)
Currently Managing 03 processes (Escalation Desk, Outbound & Inbound) handling Team size of 68 including 04 Team Leaders
- Managing customer escalations received through Verbal and Non-Verbal Channel. Ensuring each case is taken to closure with rigorous follow up with various teams
- Ensuring customer escalations resolution within 24 hours
- Prepare and analyze daily dashboard on escalation cases (received & resolved) to senior management
- Monitoring the gaps in processes and improving the same to maintain high customer service standards
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Service call-outs to customers on various campaigns such as Welcome Calling, Query Calling, Document Return to Origin
- Develop objectives for the Inbound teams day-to-day activities so that Service Level is met
- Evaluate performance with key metrics (call-waiting time, repeat calls etc.)
- Analysing the Team performance in terms of KPI and also evaluating TL performance and sharing feedback wherever applicable
- Provide soft skills training to officers across 03 locations to ensure their performance & provide great customer experience
Senior Manager - Yes Bank Ltd.
(2013-12 - 2021-07)
Currently managing 4 processes: Customer Experience Management (CEM Desk), Contact Center Emails and Calls Quality, MD-CEO Escalation Desk, Vendor Performance management (Quality and Operations)
- Monitoring NFCR (Non-First Call Resolution) on daily basis, ensuring call back is done on all NFCR cases to enhance customer experience
- Analyzing TAT burst NFCR and following up with respective teams for course correction and speedy resolution
- Analyzing repeat calls and having team follow up with customer to identify the root cause to resolve the concern
- Monitoring Net Promoter Score (NPS) for contact center channel and driving cross sales
- Publishing daily reports of team and unit performance
- Evaluating calls, emails and giving feedback on quality parameters
- Managing adherence & shrinkage in roster
- Conducting Huddles and refresher trainings for unit
- Conducting soft skill and customer escalation handling training for MD-CEO, PNO desk officers for effective escalation management
- Manage team that handles MD-CEO escalations and giving speedy resolution by exceptional handling
- Managing operations and quality of Vendors based in Bangalore & Chennai location
Assistant Manager - ICICI Bank Ltd.
(2007-12 - 2013-11)
- Acting as a single point of contact of HNI (High Network Individual) clients for all their Banking needs.
- Handling queries, requests & complaints of HNI-Deposits (SA) customers over phone
- Giving priority services to the HNI clients like Quick dispatch of deliverables with cross-department follow-ups.
- Coordinating with other departments like Branch, Mailing Department, Relationship Managers to get the things done for HNI clients on High Priority.
- Giving financial advice to customers & help them to manage their portfolio in a very efficient & Tax saving way.
- Handling customer Escalations and Cross-selling other financial products like CPP-Card protection plan, Mutual funds.
- Maintaining sales & performance data of the team members. Collating and sending out day to day sales report to the reporting authorities.
- Generating revenue to the Bank by getting new A/c openings through proper co-ordination with the field executives.
- Well versed with different banking applications like Finacle, CRM, BankAway, ISGMIS, IView, and other banking
Contact Center Executive - Adventity BPO Service Ltd. - Indore
(2006-04 - 2007-11)
ICICI Bank Loans Delinquency Process
- Handling collection agency bases at remote location (Indore)
- Calling customers and arranging pickup for their due payment (30-60 Buckets)
- Following up with client on pick up dates and arranging field executive for payment collection
- Analyzing payment reports on daily, weekly and monthly basis
Contact Center Executive - Godrej Lawkim Ltd.
(2005-09 - 2006-03)
TTML Inbound Customer Care Process
- Customer Catering on call
- Providing product information
- Handling customer queries, requests and complaint on calls
- Following up with team for resolution
