Archana Trivedi

• Oversees customer service team's daily operations and performance
• Develops and implements customer service policies and procedures
• Manages customer inquiries, complaints, and escalations to ensure resolution
• Analyzes customer feedback and data to identify areas for improvement
• Trains and coach’s customer service representatives to enhance skills and service delivery
• Collaborates with other departments to address customer issues and improve overall satisfaction
• Monitors key performance indicators (KPIs) to track service levels and customer satisfaction
• Implements strategies to retain existing customers and attract new ones
• Represented Company in resolving complex customer issues and maintaining positive relationships
• Continuously evaluates and adjusts customer service strategies to meet changing customer needs and market trends
• Handled KYC conversion, RM handling and Marketing lead conversion process
• Had worked with various vendors in collaborating with company for data and necessary integrations.
• Developed and maintained courteous and effective working relationships.
• Provided professional services and support in dynamic work environment.

• Managing team handling clients concerns through emails
• Managing quality team with audits and reports for identifying Training needs
• C-SAT calling to cater feedback from client for Process improvement
• Worked on CRM Project in terms of changes and need identifying for improving efficiency
• Had managed team in terms of lead generation for new account opening
• Managing Training team in terms of training new joiners and refresher training for employee
• Handling team and helping them in drafting response and to resolve concerns on high priority and in defined TAT
• Managing escalation case from top Management
• Resolving cases marked to regulatory and various channel
• Sharing multiple reports and MIS with respective team
• Managing Queries from Pan India branches.

• Handling team and helping them in drafting response and to resolve concerns on high priority and in defined TAT
• Managing escalation case from top Management
• Resolving cases marked to regulatory and various channel
• Training team on “Zero Defect” policy
• Sharing multiple reports and MIS with respective team
• Managing Queries from Pan India branches
• Managing clients concerns through Emails and Q-form.

• Managing Quality team who audits calls for PAN INDIA advisory team
• Sharing feedback with advisor on error/Fatal call
• Managing MIS with regards to quality performance
• Conducting Pan India training session for all advisors
• Reviewing performance with Senior Management
• Conducting consequence management for Defaulters in all vectors
• Sharing performance with National head for channel
• Managing Trade solicitation and validation of research calls
• Worked on project Advisory Alpha with regards to improvement of Productivity
• Worked on project of performance improvement of Business Intelligence team.
• Promoted culture of continuous improvement by encouraging feedback from all levels of organization and implementing actionable changes accordingly.
• Established clear communication channels that ensured timely exchange of information between team members and stakeholders.

Roles performed as an Team leader in Customer Service

• Managing assigning of Emails, Q-Forms and SMS Cases
• Publishing in process File of open Cases of Customer Service
• Managing MIS and Escalated cases of emails team.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.

Roles performed within Escalation team.

● Handling complaints escalated to MD,CEO & Senior management, various consumer forums, media sites and providing end to end resolution for same.

● Handling the team and helping them in drafting the response and to resolve the concerns on high priority.

● Resolving customer queries and complaint’s regarding product and services of the organization through emails, chats and post.

● Handling execution of offline orders from branch and Customer service team and surveillance queries.

● Handled the tasks of conducting training sessions of Junior Customer Service Associates.

● Maintaining tracker of the Daily inflow of the cases handled.

● Sharing the DP complaints data with the compliance team on the monthly basis.