Summary
Overview
Work History
Education
Skills
Awards and Recognitions
Work Availability
Quote
Timeline
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Alisha Sharma

Alisha Sharma

Key Account Manager/Customer Success Manager
Pune

Summary

Experienced Customer Success Manager with over 8 years in Banking and Finance Industry. Excellent reputation for resolving problems and improving customer satisfaction. Clear understanding of managing clients, resolving problems, providing service and managing escalations. Motivated to learn, grow and excel in BFSI Industry. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience
5
5
years of post-secondary education

Work History

Key Account Manager (BFSI Domain)

Bajaj Finance Ltd.
Pune
11.2021 - Current
  • Handling the portfolio of FD Online customers of 100 Crore and acquiring the new business month on month
  • Responsible for the completion of end to end journey of Online booking and co-ordinate with the respective team members (such as Tech Team, Support Team, Ops Tea) to resolve the queries or journey drop off leads.
  • Responsible for the completion of KYC, adherence of compliance and incomplete or stuck payments for FD to release.
  • Led projects and analyzed data to identify opportunities for improvement with 100% retention of existing customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues as per escalation matrix.
  • Identified issues, analyzed information and provided solutions to problems, regularly update the latest ROI for FDs to existing customers.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Prepared variety of different written communications, reports and documents.
  • Communicate with Key stakeholders (Director and Above) to provide value during each touch point, Increased customer satisfaction by resolving issues.

Customer Success Associate

ICICI Bank Ltd.
Pune
05.2014 - 10.2021
  • Responsible for handling HNI Corporate Clients and scale up with their wealth management portfolio through customer service and Retention.
  • Handled a portfolio worth 40 crore, giving them end to end solution related to their account build relationship, provide valuable recommendations, resolve their queries.
  • Assisted with internal and external communication, improved transparency, and radiated information.
  • Built relationships with the customers and internally Product Owner and other stakeholders to facilitate the team's interaction with them.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Created customer support strategies to increase customer retention.
  • Ensure compliance with banking rules, regulations and procedures and adherence to KYC guidelines, Attend to escalations and provide resolutions within TAT.

Education

MBA - Marketing

Sikkim Manipal Academy
Mumbai
08.2014 - 03.2017

PGD IN Banking And Finance - Banking And Finance

Manipal Academy
Bangalore
07.2013 - 04.2014

Bachelor of Arts - Journalism And Mass Communication

Indira School of Communication
Pune
08.2011 - 06.2013

Skills

Communication Skills

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Awards and Recognitions

Achievement of Certificate from Bajaj for increasing the portfolio

Award and recognition in ICICI for achieving the target

Certificates for winning several Regional level contests

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Judge a man by his questions rather than his answers.
Voltaire

Timeline

Key Account Manager (BFSI Domain)

Bajaj Finance Ltd.
11.2021 - Current

MBA - Marketing

Sikkim Manipal Academy
08.2014 - 03.2017

Customer Success Associate

ICICI Bank Ltd.
05.2014 - 10.2021

PGD IN Banking And Finance - Banking And Finance

Manipal Academy
07.2013 - 04.2014

Bachelor of Arts - Journalism And Mass Communication

Indira School of Communication
08.2011 - 06.2013

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Alisha SharmaKey Account Manager/Customer Success Manager