CRM
Ankita Subhash
Learning Business Partner
Bengaluru
Summary
Highly accomplished professional with a diverse background encompassing Process Excellence, Learning and Development, Quality Operations, and Customer Support. Over 10 years of experience in driving organizational excellence through continuous improvement initiatives, robust learning programs, stringent quality management, and exceptional customer service strategies. Proven track record in optimizing processes, enhancing operational efficiency, and ensuring adherence to quality standards across various industries. Adept at leading cross-functional teams, implementing best practices, and fostering a culture of continuous learning and improvement. Strong analytical skills combined with a strategic mindset to deliver impactful solutions that align with business goals and enhance overall customer satisfaction.
Overview
9
9
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Learning Business Partner - Learning & Development
Razorpay Payment Gateway
03.2023 - Current
- Facilitated change management processes during organizational restructuring efforts, ensuring smooth transitions for affected employees.
- Implemented cost-saving initiatives, resulting in significant reduction in operational expenses.
- Streamlined communication channels between departments, improving overall organizational efficiency.
- Provided exceptional customer service to clients, addressing their needs promptly while maintaining a professional demeanor.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Conducted regular assessments of existing training content to ensure relevance in a rapidly changing industry landscape.
- Collaborated with cross-functional teams to identify skill gaps and design targeted training initiatives.
Specialist - Process Excellence/Training/Quality
Phonepe Pvt Ltd
11.2019 - 03.2023
- Designed and implemented a comprehensive training program that reduced onboarding time by 20%
- Led multiple Lean Six Sigma projects, resulting in a 15% increase in operational efficiency.
- Conducted process analysis and developed strategies for continuous improvement. Collaborated with cross-functional teams to streamline workflows and eliminate bottlenecks.
- Conducted training needs assessments and developed customized training programs. Delivered training sessions on process improvement methodologies and best practices.
- Maintained training records and generated reports on training effectiveness. Implemented change management strategies to support process changes and improvements.
- Monitored key performance indicators (KPIs) to ensure process effectiveness and compliance.
- Facilitated workshops and training sessions to enhance employee skills and knowledge.
- Developed and implemented quality assurance protocols, reducing defects by 25%.
- Conducted regular audits, ensuring 100% compliance with industry standards.
- Maintained detailed documentation of quality control activities and training records.
Assistant Manager - Cx Support/Quality/Training
Alchemy Capital Management Ltd
01.2019 - 06.2019
- Lead a team of 20 customer support representatives, ensuring high levels of customer satisfaction.
- Collaborate with cross-functional teams to enhance customer support processes and tools.
- Supervised a team of quality analysts, ensuring compliance with company standards and procedures
- Conducted regular audits and quality checks, maintaining a 98% compliance rate.
- Developed and updated standard operating procedures (SOPs) and training materials.
- Conducted training needs assessments and designed customized training programs.
- Delivered training sessions on company policies, customer service best practices, and quality standards.
Customer Support Officer - Client Funds
HDFC Asset Management Pvt Ltd
03.2018 - 12.2018
- Manage daily operations related to client funds, including processing deposits, withdrawals, and transfers. Perform account reconciliations and prepare detailed reports for management.
- Respond to client inquiries and resolve issues related to account balances, transaction discrepancies, and fund transfers.
- Ensure compliance with company policies and regulatory requirements, reducing compliance breaches by 15%.
- Utilize CRM software to maintain accurate client records and track interactions.
- Collaborate with the finance and compliance teams to address and resolve complex client issues.
- Assisted clients with account inquiries, fund transfers, and transaction issues.
- Processed a high volume of financial transactions with accuracy and efficiency.
- Educated clients on banking products and services, contributing to a 10% increase in product uptake.
- Conducted account verifications and fraud prevention checks, reducing fraudulent activities by 20%
- Maintained detailed records of client interactions and transactions in the CRM system.
Junior Relationship Executive - Customer Service
Muthoot Finance Pvt Ltd
08.2016 - 11.2017
- Manage a portfolio of client accounts, providing personalized service and addressing client needs. Respond promptly to customer inquiries via phone, email, and in-person, ensuring a positive customer experience.
- Utilize CRM software to maintain accurate records of client interactions and transactions.
- Collaborate with team members to resolve complex client issues and escalate as needed. Assist in the development and implementation of customer service policies and procedures.
- Conduct follow-up calls and surveys to gauge customer satisfaction and identify areas for improvement.
- Provided support to customers by addressing inquiries, resolving issues, and processing transactions.
- Maintained detailed records of customer interactions and service requests in the CRM system. Educated customers on product features and benefits, contributing to a 15% increase in sales.
- Assisted in training new employees on customer service protocols and best practices.
- Achieved a 98% customer satisfaction rating through consistent delivery of high-quality service.
Assistant - Customer Experience
Glenmark Pharmaceuticals Pvt Ltd
09.2015 - 01.2016
- Assist in managing customer experience initiatives, ensuring alignment with company goals.
- Handle customer inquiries and complaints via phone, email, and chat, ensuring prompt and effective resolution.
- Analyze customer feedback to identify trends and areas for improvement.
- Collaborate with cross-functional teams to implement changes that enhance customer satisfaction.
- Provided excellent customer service in a fast-paced retail environment, addressing customer needs and resolving issues.
- Contributed to a 10% increase in customer satisfaction scores through personalized service and attention to detail.
- Assisted in training new staff on customer service protocols and best practices.
- Conducted customer surveys to gather feedback and reported findings to management.
Education
Masters in Commerce - Accounting And Business Management
University of Mumbai
India Mumbai 04.2001 -
Bachelors In Commerce - Accounting And Finance
University Of Mumbai
India Mumbai 04.2001 -
Higher Secondary - Accounting And Finance
Vivek College Of Commerce
India Mumbai 04.2001 -
SSLC -
Sardar Vallabhai Patel Vidyalaya
India Mumbai 04.2001 -
Skills
- Training Needs Assessment
- Stakeholder Engagement
- Cross-functional Collaboration
- Process Improvement
- Training Delivery & Facilitation
- Customer Support Management
- CRM Software Proficiency
- Conflict Resolution
- Bank Reconciliation
- Financial Reporting
- Quality Management
Additional Information
Passport Details:
- Passport No : S8293608
- Date of Issue : 27/09/2018
- Date of Expiry : 26/09/2028
- Place of Issue : Mumbai
Software
MS Office
Advanced Excel
LMS
SAP
Certification
Rookie Fintech Product Champion
Timeline
Rookie Fintech Product Champion
04-2024
Maverick Fintech Industry Champion
04-2024
Learning Business Partner - Learning & Development
Razorpay Payment Gateway
03.2023 - Current
Specialist - Process Excellence/Training/Quality
Phonepe Pvt Ltd
11.2019 - 03.2023
Assistant Manager - Cx Support/Quality/Training
Alchemy Capital Management Ltd
01.2019 - 06.2019
Customer Support Officer - Client Funds
HDFC Asset Management Pvt Ltd
03.2018 - 12.2018
Junior Relationship Executive - Customer Service
Muthoot Finance Pvt Ltd
08.2016 - 11.2017
Assistant - Customer Experience
Glenmark Pharmaceuticals Pvt Ltd
09.2015 - 01.2016
Masters in Commerce - Accounting And Business Management
University of Mumbai
04.2001 -
Bachelors In Commerce - Accounting And Finance
University Of Mumbai
04.2001 -
Higher Secondary - Accounting And Finance
Vivek College Of Commerce
04.2001 -
SSLC -
Sardar Vallabhai Patel Vidyalaya
04.2001 -
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