Ananda Lakshmi N
Kanchipuram
Summary
Results-driven Customer Service Manager with expertise in complaint resolution and service quality audits. Proven ability to optimize operations and manage diverse loan products, ensuring exceptional customer satisfaction. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Axis Bank Private Limited
Chennai
12.2023 - Current
- Handling MD and Banking Ombudsman complaints
- Supervised customer service team, optimizing daily operations at Tambaram Loan Center.
- Monitored daily walk-in of 90 customers to uphold service quality standards.
- Resolved escalated complaints from management, ensuring swift resolution of issues.
- Assigned daily tasks to team members, facilitating timely responses to customer requests.
- Managed diverse loan products including home, LAP, personal, auto, and educational loans.
- Evaluated service quality metrics to maintain high performance at branch location.
- Conducted monthly service quality audits and prepared internal and external reports.
- Recognized by management for delivering exceptional customer service consistently.
Mortgage Underwriter
Accenture (Zenta Mortgage Services )
Chennai
05.2017 - 12.2023
- Conducted comprehensive risk assessments for mortgage applications to ensure regulatory compliance.
- Analyzed client income and assets according to established underwriting standards.
- Evaluated loan application data to guide informed decision-making processes.
- Requested additional documentation to complete assessments when necessary.
- Rendered application decisions following consultations with supervisory and executive management.
- Reviewed documents and appraisals meticulously to assess client applications accurately.
- Investigated properties to evaluate investment potential while adhering to loan restrictions.
- Analyzed borrower credit histories to assess risk levels and determine loan eligibility.
Education
Associate of Arts - Corporate Secretaryship
Sri Kanyaka Parameswari Arts & Science College
Chennai03-2012
G.K. Jain Higher Secondary School
Chennai03-2006
Skills
- Customer service and support
- Team leadership
- Complaint resolution
- Service quality management
- Loan product oversight
- Customer relationship management
- Regulatory compliance
- Data analysis
- Customer satisfaction focus
- Quality audit implementation
Certification
- Best Customer Service Performance Achievement Award, Axis - 2024
- Freedom Flyer awards – received numerous times
- kudos – winning production and quality
- consistency in achieving quality with 98 - 100% accuracy
Timeline
Customer Service Manager
Axis Bank Private Limited
12.2023 - Current
Mortgage Underwriter
Accenture (Zenta Mortgage Services )
05.2017 - 12.2023
Associate of Arts - Corporate Secretaryship
Sri Kanyaka Parameswari Arts & Science College
G.K. Jain Higher Secondary School