Shobha Kumari Prasad

Experienced Relationship Manager with a background in customer service, automotive service operations, and banking. Skilled in managing client relationships, handling customer inquiries, coordinating cross-functional teams, and providing personalized solutions. Experienced in account management, banking operations, service coordination, and improving customer satisfaction through effective communication and problem-solving.

Customer Relationship Manager at ICICI Bank (2023-07 – 2025-09)

• Managed a portfolio of assigned clients, resolving account issues with a customer-first approach.
• Advised customers on banking solutions, financial planning, and investment options.
• Supported gold loan processing and locker allotments.
• Executed branch transactions and handled daily/weekly transaction reporting, check verification, and cash reconciliation using Finacle to ensure accuracy and compliance.

Customer Relationship Manager at Axom Cars, Tata Motors Service Center (2023-01 – 2023-07)

• Managed daily customer relations at a Tata Motors service center.
• Helped customers understand required repairs and timelines.
• Arranged service schedules, coordinated parts and technicians, and kept clients informed.
• Followed up post-service to confirm satisfaction and address concerns.

Customer Relationship Manager at Chand Ford Service (2018-12 – 2022-11)

• Led the dealer customer relationship center team at a Ford service center.
• Managed service scheduling and coordinated with technicians and parts teams for timely repairs.
• Resolved service-related issues with clear communication and empathy.
• Conducted after-service follow-up calls to gather feedback and maintain strong customer relationships.

Customer Care Executive at Medi Assist TPA Pvt. Ltd. (2018-07 – 2018-10)

• Answered incoming calls from members with questions about health plans, benefits, and claim status.
• Explained coverage in simple terms and guided callers through next steps.
• Resolved routine issues or routed complex cases to the appropriate team for timely support.

M.Com in Finance and Taxation – IGNOU (2023-02)

B.Com – Pandu College under Gauhati University (2018-06)