Ankita Bhalerao
Deputy Manager Escalation
Mumbai
Summary
Experienced customer service and escalation management professional with 5+ years in the financial services sector. Currently Deputy Manager – Escalation Desk at Kotak Securities Ltd, skilled in resolving high-level client complaints, driving service enhancements, and ensuring compliance. Proficient in professional communication, root cause analysis, and eager to utilize expertise in client servicing, operations, or support functions within a dynamic organization.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Deputy Manager – Escalation
Kotak Securities Ltd
05.2024 - Current
- Handling high-level customer complaints and escalations received via email and other channels
- Drafting professional responses to clients, ensuring prompt and effective resolution
- Coordinating with internal departments to follow up and close customer queries within TAT
- Maintaining accurate records of complaints and actions taken for audit and service improvement purposes
- Supporting service quality improvement by analyzing root causes of repeated complaints
Executive
National Stock Exchange
08.2022 - 05.2024
- Addressed investor complaints and queries received by NSE
- Guided members in the submission of compliance-related documents
- Managed investor grievances and facilitated resolution of claims
- Handled UCC (Unique Client Code) related matters for members
Customer Service Manager
Angel One Ltd
11.2020 - 05.2022
- Provided investment advice and trading support to clients
- Acquired new clients and cross-sold financial products to existing clients
- Maintained strong relationships with customers and ensured client satisfaction
Advisor
Platinum One
10.2018 - 09.2020
Education
Bachelor of Commerce - Banking and Insurance
Mumbai University
Mumbai, India 01.2015 - 01.2018
Skills
- Written and verbal communication
- Presentation and interpersonal skills
- Analytical mindset and Excel proficiency
- Problem-solving and decision-making
- Commitment to continuous learning
- Process improvement strategies
- Customer relationship management
- Risk assessment
Certification
NISM Series V-A (Mutual fund distributors)
Timeline
Deputy Manager – Escalation
Kotak Securities Ltd
05.2024 - Current
Executive
National Stock Exchange
08.2022 - 05.2024
Customer Service Manager
Angel One Ltd
11.2020 - 05.2022
Advisor
Platinum One
10.2018 - 09.2020
Bachelor of Commerce - Banking and Insurance
Mumbai University
01.2015 - 01.2018
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