Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Timeline
BusinessDevelopmentManager
Akram Khan

Akram Khan

Customer Service Excellence
Hyderabad,Telangana

Summary

Skilled Customer Services inspired and motivated to help customers build financial independence. Versatile adept in financial analysis, audit support, account reconciliations and collections. Proficient in preparing financial statements, monitoring controls and completing closings. Highly detail-oriented, proactive and diligent. Hardworking Relationship Manager proficient at devising personalized solutions to meet all types of customer demands. Positive and upbeat team player and clear communicator with demonstrated success over 10 plus years of Banking/Insurance experience. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Relationship Manager

Kotak Mahindra Bank Ltd
Hyderabad
09.2023 - Current
  • Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
  • Facilitated the resolution of disputes between customers and the organization in a professional manner.
  • Generated reports regarding customer interactions, performance metrics, revenue goals.
  • Conducted regular client meetings to assess progress, discuss opportunities for growth, and address any concerns.
  • Established strong client relationships to drive business development.
  • Drafted sales sales management reports identifying clients at risk and analyzing quality of service and implementation of new strategies.
  • Ensured compliance with relevant laws and regulations when dealing with customers.
  • Maintained accurate records of all client interactions within the company's CRM system.
  • Created and updated financial reports on frequent basis to present information to leadership teams.
  • Developed processes for tracking key performance indicators such as customer retention rates and overall satisfaction scores.
  • Monitored competitive and marketplace trends impacting client satisfaction to keep ahead of developments and implement response plan.
  • Achieved client loyalty through quality, productivity, service and proactive management.
  • Worked with cross-functional teams to achieve goals.
  • Maintained updated knowledge through continuing education and advanced training.

Regional Customer Service Manager

HDFC Life Insurance Company Limited
Hyderabad
10.2014 - 08.2023
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Resolved escalated customer inquiries quickly and efficiently in order to maintain high levels of customer satisfaction.
  • Provided coaching and mentoring support for junior staff members when needed.
  • Facilitated regular meetings between stakeholders to discuss ongoing initiatives.
  • Provided guidance and direction on customer service policies, procedures, and best practices.
  • Created and managed budgets for travel, training and teambuilding activities.
  • Recruited and trained new employees to meet job requirements.
  • Analyzed customer feedback, identified opportunities for improvement, and designed strategies to address customer needs.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Managed a team of customer service representatives across multiple locations in the region.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Assigned work and monitored performance of project personnel.
  • Audited customer account information to identify issues and develop solutions.
  • Completed day-to-day duties accurately and efficiently.
  • Worked with cross-functional teams to achieve goals.

Restaurant Manager

Burgerizzr
Riyadh
02.2012 - 08.2014
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
  • Ordered supplies from vendors as needed while staying within budget guidelines.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
  • Adhered to all health department regulations regarding food storage and preparation.
  • Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Updated computer systems with new pricing and daily food specials.
  • Worked in close collaboration with team members to ensure customers received high-quality service.
  • Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
  • Counseled and disciplined staff to address issues promptly and provide constructive feedback.
  • Promoted safe working conditions by monitoring safety procedures and equipment.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Supervised activities of dining room staff to maintain service levels and support guest needs.
  • Created detailed reports on weekly and monthly revenues and expenses.
  • Resolved customer complaints in a professional manner to maintain positive relationships with guests.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Customer Service Associate

ING Life Insurance Company Limited
Hyderabad
09.2008 - 01.2012
  • Provided accurate quotes for requested products or services.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Increased customer satisfaction ratings 100% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Created detailed reports on customer service activities.
  • Supported sales team members to drive growth and development.
  • Greeted customers and identified their needs.
  • Maintained customer privacy and protected company operations by keeping information private and confidential.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Reviewed account and service histories to identify trends and resolve issues.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Organized client contracts, records and reports to strengthen traceability.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Compiled daily sales reports for management review.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Resolved customer inquiries in a timely manner.
  • Addressed inquiries, resolved customer issues, and managed customer relations.
  • Assisted customers with returns, exchanges, refunds, and other transactions as needed.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Identified needs of customers promptly and efficiently.
  • Recognized by management for providing exceptional customer service.

Education

Bachelor of Commerce - Commerce

Silver Jubilee Degree Collage
Hyderabad India
04-2006

GED -

Railway Junior Collage
Hyderabad India
04-2003

High School Diploma -

St Marks High School
Hyderabad India
03-2001

Skills

  • Solution Management
  • Sales Reporting
  • Referral Screening
  • Banking
  • Relationship Management
  • Excellent Communication
  • Customer Portfolio Management
  • Portfolio Growth
  • Service Delivery Optimization
  • Customer-Focused
  • Administrative Support
  • Customer Relations

Affiliations

Gardening and spare time with pets at home with children

Certification

Certification in Insurance for sale up the Insurance/Investments

Languages

English
First Language
Hindi
Upper Intermediate (B2)
B2
Telugu
Elementary (A2)
A2
Urdu
Upper Intermediate (B2)
B2

Timeline

Relationship Manager

Kotak Mahindra Bank Ltd
09.2023 - Current

Regional Customer Service Manager

HDFC Life Insurance Company Limited
10.2014 - 08.2023

Restaurant Manager

Burgerizzr
02.2012 - 08.2014

Customer Service Associate

ING Life Insurance Company Limited
09.2008 - 01.2012

Bachelor of Commerce - Commerce

Silver Jubilee Degree Collage

GED -

Railway Junior Collage

High School Diploma -

St Marks High School

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