Alisha Kokate
Service Delivery Officer
Mumbai
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
6
6
years of professional experience
3
3
Certifications
Work History
Service Delivery Officer
Kotak Mahindra Bank
10.2023 - Current
- Fostered a positive work environment that encouraged teamwork, while also promoting individual growth opportunities within the company.
- Increased client retention rates through consistent performance monitoring and improvement initiatives targeted at addressing specific pain points in the service delivery process.
- Reduced resolution times by promptly addressing and resolving escalated customer issues.
- Oversaw the creation of detailed project plans, ensuring all milestones were met, and clients remained informed throughout the process.
- Proactively identified areas for improvement in service delivery processes, leading to continuous optimization efforts.
- Developed strong relationships with internal departments, ensuring seamless collaboration for efficient service delivery.
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet strict deadlines without compromising the quality of service delivered.
- Stayed current on industry trends and innovations, incorporating new ideas into existing processes when applicable.
- Collaborated closely with sales teams to identify new business opportunities within existing client accounts or potential prospects.
CRO (Customer Relationship Officer)
CSB BANK
12.2021 - 09.2023
- Processing non-cash transactions like Fund Transfers, DD, RTGS, NEFT, Partners, and Brokers.
- Handling Locker Operations.
- Responsibility of delivering good quality customer service.
- Responsibility of inventory management, which includes DD, Passbooks, and Loose Leaves.
- Maintaining registers for different operational records. Verifying financial transactions.
- Boosted customer satisfaction levels with timely and effective resolution of concerns and inquiries.
- Monitored, followed up, and escalated cases to meet customer response commitments.
Welcome Desk Teller
HDFC Bank Ltd
06.2021 - 11.2021
- Processing non-cash transactions like Fund Transfers, DD, RTGS, NEFT, Partners, and Brokers.
- Maintaining registers for different operational records.
- Responsibility of inventory management, which includes DD, Passbooks, and Loose Leaves.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Associate Service Delivery Manager
IndusInd Bank
02.2019 - 05.2021
- Handling cash transactions.
- ATM cash loading.
- Processing non-cash transactions like Fund Transfers, DD, RTGS, NEFT, Partners, and Brokers.
- Responsible for inventory management, which includes demand drafts, loose leafs, etc.
- Maintaining registers for different operational records.
- Managed client relationships to ensure high levels of satisfaction and timely resolution of issues.
- Implemented scalable systems to support business growth while maintaining high levels of service quality.
Education
Bachelor of commerce -
Vartak College
Vasai, India04.2017
H.S.C -
Vartak College
Vasai, India02.2014
S.S.C -
Holy Family Convent High School
Vasai, India03.2012
Skills
- Marketing knowledge
- Financial Acumen
- Creativity and Innovation
- Customer Relationship Management
- Client Engagement
- Excellent Communication
- Client Relationships
- Microsoft Office
Certification
PROBE- A three-month certification in Retail Banking from Bankedge - Academy for Banking and Finance.
Accomplishments
- Achieved Appreciation Certificate for Exemplary Performance in Show-Stopper Life Insurance Contest in the month of January 2020.
- Achieved Trophy for Overachieving the Targets across all Vectors in the month of February 2020.
- Won Badges in the Month of March 2020 for Best Performance across all Vectors.
- Achieved 2 Trophies for Life insurance - Legion of Conquerors Contest in the Month of September 2020.
- Certification in securing outstanding LI performance in Q1 FY 22-23
- Qualified for the contest of Life Insurance for Q1 Q2 & Q3 i.e from April to December.
- Achieved Certificate in Life Insurance Contest in the Month of December 2023
- Achieved certificate in Life Insurance and qualified for RBH contest
- Qualified for Trinity (Demat) Contest and achieved Trophy in the month of April 2024
Languages
English
Hindi
Marathi
Timeline
Service Delivery Officer
Kotak Mahindra Bank
10.2023 - Current
CRO (Customer Relationship Officer)
CSB BANK
12.2021 - 09.2023
Welcome Desk Teller
HDFC Bank Ltd
06.2021 - 11.2021
Associate Service Delivery Manager
IndusInd Bank
02.2019 - 05.2021
Bachelor of commerce -
Vartak College
H.S.C -
Vartak College
S.S.C -
Holy Family Convent High School