SENIOR ASSISTANT MANAGER (GRADE- II) - ICICI BANK
(2022-07 - 2025-06)
- Maintaining relation with the customer segments (A+,A,B,C,D,E) categories and handling the account.
- Handling segments of the bank (General banking, privilege banking, Gold Standard Titanium Standard, Wealth Management).
- Maintaining the relation with the customer by providing the services for the Account related such as (FD,RD, Internet Banking, Alerts, I-Mobile App).
- Handling customer for different queries like loans, current account, saving account.
- Handling call for outbound and inbound process and also the chats over Salesforce.
- Handling customer queries through calls and chat and resolving them in the allocated TAT- Turnaround time.
- Handling customer queries through calls and chat and resolving them in the parameters like AHT-Average Handling Time.
- Mentored the new batch while there on OJT for the process and have also been the SME (Subject Matter Expert) for the Process.
- Generating the MIS for the higher management and presenting the Monthly Performance report with the Leadership Team.
EXECUTION OPERATION (Return Co-Head) - STARTEK PVT LMD
(2022-06 - 2022-11)
- Maintaining relation with the Customer Segments (A+,A,B,C,D,E) Categories and handling their account.
- Handling different segments and portfolio of the customer.
- Maintaining the relation with the customer by providing the service for different customer need with their banking needs.
- Managed in bound calls and chat support.
- Worked on LMS, Avaya and Google sheets for daily operations and reports.
