Abhishek Tyagi
Head Customer Service
Noida,UP
Summary
Focused Customer Service and Operations professional with 10+ years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving cost reduction, revenue generation and business growth.
Overview
3
3
Languages
4
4
Certifications
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Head Customer Service
Idemia
Noida, Uttar Pradesh
05.2019 - Current
- Broadened strategic business plans to promote growth and sales goals while managing a team of 6 Assistant Managers/Senior Customer Support Executives and building long-lasting customer relationships.
- Built partnerships with diverse internal teams such as sales, finance, procurement, production, warehouse and operations departments to streamline processes.
- Improved customer service initiatives by automating an end-to-end order management process at ERP level, which resulted in reduction of potential operational errors up to 98%.
- Collected customer feedback, made process changes to exceed customer satisfaction goals, and consistently achieved above 90% CSAT score in 2020.
- Assisted senior leadership team with transitioning from manual reporting process to resource level e-dashboard, which resulted in overall efficiency.
- Received a token of appreciation from senior management for implementing 4i-Framework across various functions.
- Received an appreciation in global forum for saving a revenue of ~ $ 1.5 Million by successfully consuming and utilizing old module stock.
Manager Customer Service and Operations
Axis Bank Limited
Ghaziabad, Uttar Pradesh
02.2016 - 04.2019
- Ensuring proper adherence of bank processes and regulatory guidelines to be followed for all financial/ non-financial transactions.
- Make sure that the financials of the branch are under control and the branch adheres to know your customer (KYC) and anti-money laundering (AML) norms at all times.
- Responsible for authorizing transactions as per the authorization matrix and verifying customer requests and account opening with proper adherence of KYC and required due diligence.
- Received an appreciation form the senior management for migrating 60% of total branch transactions to digital channels under banks go green initiative in span of 3 Months.
Branch Operations Manager (PB Authorizer)
HDFC Bank Limited
Noida, Uttar Pradesh
03.2015 - 02.2016
- Responsible to manage a team size of 10 resources, which includes Cashiers, Teller Authorizers and Personal Bankers, overseeing hiring, training, and their professional growth.
- Supervised cash/non-cash counters including zero pending token with proper lobby management during peak hour along with verification/inspection of staff drawers, registers, deliverables etc.
- Responsible for branch Internal and External audits, daily reports generation, checking and reconciliation of reports like cash, inventory, gold, forex, deliverables, pending office accounts, accounts in debit balance etc.
- Awarded as best resource at Cluster level by Zonal Head for overachieving self and team revenue targets in life insurance business during October – December’2015.
Deputy Branch Manager
ICICI Bank Limited
Noida, Uttar Pradesh
02.2012 - 03.2015
- Responsible for ensuring smooth functioning of the branch operations with proper adherence to banking norms and regulatory compliance.
- Ensure to achieve annual targets for branch set in Annual operative plan with maximizing team’s productivity and revenue management.
- Accountable to monitor and improve customer service index and audit score with managing external and internal auditors.
- Received an appreciation for Regional Head for consistently managing the branch audit score between 90-95% throughout FY’13-14 with nil escalation & service rejection.
Customer Service Manager
ICICI Bank Limited
Noida, Uttar Pradesh
08.2010 - 01.2012
- Rendered advisory services to corporate & high net-worth customers on funds management while maintaining relationship with key accounts.
- Ensure best in class customer experience and an operational excellence with error free processing/authorizations of all financial transactions, as per prescribed guidelines along with adherence to internal process and regulatory compliances.
- Accountable for maintaining error free key register, deliverables registers, inventory registers etc. on a daily basis with ensuring proper functioning of all critical equipment’s at branch like CCTV, alarm system, cash deposit machines, printers etc.
- Received an appreciation certificate from Retail Business Head for being an exemplar value banker in iNSPIRE program for the month of December 2011.
Education
MBA - Marketing And Human Resource
ICFAI University
Dehradun 04.2007 - 03.2009
Bachelor of Science -
CCS University
Meerut 04.2004 - 03.2007
Skills
Team Management
Customer Service
Process Improvements
Business Excellence
Project Management
Key Accounts Management
Strategic Planning
Sales and Business Development
Certification
Lean Six Sigma Black Belt from Henry Harvin Education
Timeline
Lean Six Sigma Black Belt from Henry Harvin Education
12-2020
Lean Six Sigma Green Belt from Henry Harvin Education
11-2020
Head Customer Service
Idemia
05.2019 - Current
Digital Marketing from iACT Global
01-2019
Manager Customer Service and Operations
Axis Bank Limited
02.2016 - 04.2019
Branch Operations Manager (PB Authorizer)
HDFC Bank Limited
03.2015 - 02.2016
Branch Leadership Program from ICICI Bank Limited
04-2012
Deputy Branch Manager
ICICI Bank Limited
02.2012 - 03.2015
Customer Service Manager
ICICI Bank Limited
08.2010 - 01.2012
MBA - Marketing And Human Resource
ICFAI University
04.2007 - 03.2009
Bachelor of Science -
CCS University
04.2004 - 03.2007
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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