Manoj Chand

Versatile, high-energy professional offering over 05 years. I am a professional committed towards my Company Goals and Vision. I have worked in different verticals during my tenure of last 05 Years which also includes being exceptional at customer service on calls & emails. I have garnered the skill of working on strict-deadline projects conveniently.

Grievance Desk Officer at L&T Finance (2024-05 – Present)

• Handled escalations made by customer on GRO and PNO.
• Co-ordinating with DOER unit, and getting quick turnaround for resolution, within 24 to 48 hours.
• Worked closely with Business and Product Heads/Team Leads/Branch Managers/Cluster, Regional, Zonal/State and other departmental Heads and Managers for resolution of customer grievances within a defined TAT of 2 working days or less.
• Investigated and resolved customer inquiries and complaint in an empathetic manner.
• Maintained up-to-date knowledge of products and service changes.
• Addressed and resolved customer product complaints with empathy and professionalism.
• Gathered and verified all required customer information for tracking purposes.
• Identified chronic customer issues by maintaining customer complaint log.
• Knowledge of different products like Credit card, Saving account, Loans, Debit card, Insurance.

Grievance Desk Officer at IDFC FIRST Bank (2022-05 – 2024-01)

• Handled escalations made to the PNO/RNO/Head Customer Service/CEO managed CMD.
• Co-ordinating with DOER unit, and getting quick turnaround for resolution, within 24 to 48 hours.
• Worked closely with Business and Product Heads/Team Leads/Branch Managers/Cluster, Regional, Zonal/State and other departmental Heads and Managers for resolution of customer grievances within a defined TAT of 2 working days or less.
• Created case-by-case RCA on a daily basis and requested RCA reports from departments/branches where process/will/skill related lapses were discovered.
• Ensured end-to-end resolution while exercising empowerment at the same time whenever needed. Marked Dockers if a customer request/complaint/grievance was not addressed diligently by the Branch/Level 1 BOC team/Banker SAT/CCU/Sales (with an error marking to the said teams that caused incomplete/delay/dissatisfaction or no resolution).
• Investigated and resolved customer inquiries and complaint in an empathetic manner.
• Maintained up-to-date knowledge of products and service changes.
• Addressed and resolved customer product complaints with empathy and professionalism.
• Gathered and verified all required customer information for tracking purposes.
• Identified chronic customer issues by maintaining customer complaint log.
• Trained staff on operating procedures and company services.

Customer Escalation Specialist at KOTAK MAHINDRA BANK (2018-04 – 2021-09)

• Expertise in Managing high level communication with clients and internal leadership on all escalations from engagement to resolution.
• A professional who is in-charged in dealing with and resolving customer escalations while maintaining a strong relationship with the customer. Able to interact with diverse groups of technical and non-technical people.
• Proven strengths in communication, problem solving, coordination and complaint resolution.
• Skill of working on strict-deadline projects.
• Skilled in call centre operations.
• Expertise in Managing all Credit card escalation (outbound/inbound)
• Handling and building relationship with customers
• Managing conference calls with clients and also coordinating on emails.
• Pacifying customer, taking ownership of the case, and ensuring customer gets a satisfactory resolution for his complaint.

Secondary School Certificate in S.S.C – Bright High School and Jr College (2007)

Higher Secondary Certificate in H.S.C – Ramanand Arya D.A.V College (2013)

Bachelor Of Commerce in T. Y B. Com – Ramanand Arya D.A.V College (2017)