Flexibility and creativity
Aakash Rangwani
Ulhasnagar
Summary
Experienced team leader with expertise in directing workgroups, developing strategies, providing training, setting goals, and obtaining team feedback. Possesses excellent interpersonal and communication skills with a focus on effectively communicating goals and vision for success. A problem solver, networker, and consensus builder dedicated to driving team collaboration and achieving organizational objectives.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Team Leader
Kotak Mahindra Bank
04.2023 - Current
- Handling Priority/Wealth customer's
- Conducted regular performance reviews to assessment individual team member progress.
- Handling customer through Video KYC, Problem resolution.
- Managing Net promoter Score of 55% in CTI and Service request of 85%
- Monitoring Live calls and sharing feedback to improve first time resolution of below 10%
- Streamlined team processes for increased efficiency and productivity.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Achieved high levels of customer satisfaction, consistently monitoring service metrics and implementing improvements.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Developed strategies for problem solving and conflict resolution among team members.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Maintained a positive work environment that promoted collaboration between team members.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managing Real Time monitoring (RTM)
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
Subject Matter Expert
Kotak Mahindra Bank
12.2021 - 03.2023
- Created detailed reports on project progress, metrics, and results for stakeholders' review.
- Mentored junior staff members on best practices related to product design and implementation strategies.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Implemented change management protocols throughout the organization in order to ensure smooth transition during times of transformation.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Mentored junior team members, contributing to their professional growth and development.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
Customer Service Executive
Kotak Mahindra Bank
02.2020 - 12.2021
- Handling Privy/Priority & NR Customer
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Communicated effectively with team members to ensure timely response times for customers.
- Updated account information after customer calls and noted client concerns and issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Monitored key performance indicators to ensure continuous improvement in service quality.
Customer Service Executive
Acme 360 BPO
Mumbai
02.2016 - 12.2019
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Described product and service details to customers to provide information on benefits and advantages.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Education
Bachelor in Management Studies - Marketing
R K Talreja College
02.2020 - 12.2021
SSC - undefined
Lord's Convent High School
HSC - Commerce IT
Jai Hind College
Skills
Team oversight
Certification
Drona Certified
Accomplishments
Service Hero, 08/2022, For handling best customer experience while customer was abroad and in need of funds to pay at Hospital Emergency.
Additional Information
Organizing workshops, mentoring junior colleagues, or leading community initiatives show your ability to inspire and guide others.
Interests
Time management
Learning New Skill
Timeline
Team Leader
Kotak Mahindra Bank
04.2023 - Current
Subject Matter Expert
Kotak Mahindra Bank
12.2021 - 03.2023
Bachelor in Management Studies - Marketing
R K Talreja College
02.2020 - 12.2021
Customer Service Executive
Kotak Mahindra Bank
02.2020 - 12.2021
Customer Service Executive
Acme 360 BPO
02.2016 - 12.2019
SSC - undefined
Lord's Convent High School
HSC - Commerce IT
Jai Hind College
Similar Profiles
Sveta KakerlaSveta Kakerla
DEPUTY MANAGER - Product Manager: Risk Monitoring at KOTAK MAHINDRA BANK- Kotak 811DEPUTY MANAGER - Product Manager: Risk Monitoring at KOTAK MAHINDRA BANK- Kotak 811
Parth Kiran BorseParth Kiran Borse
Deputy Manager – Branch Operations Manager at Kotak Mahindra BankDeputy Manager – Branch Operations Manager at Kotak Mahindra Bank
Akhil BansalAkhil Bansal
Senior Manager at Kotak Mahindra Bank LimitedSenior Manager at Kotak Mahindra Bank Limited
Amrita BhadraAmrita Bhadra
Priority Service Head for Tamilnadu & Kerala Locations – Consumer Banking at Kotak Mahindra Bank LtdPriority Service Head for Tamilnadu & Kerala Locations – Consumer Banking at Kotak Mahindra Bank Ltd
SHIVAJI BABAN GAIKWADSHIVAJI BABAN GAIKWAD
Client Program Manager - Localization Engineering & Multimedia at Thebigword India Pvt. Ltd.Client Program Manager - Localization Engineering & Multimedia at Thebigword India Pvt. Ltd.