Arvind Pradhan

• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.’

· Create and execute a strategic sales plan that expands our customer base and extends the company's global reach

• Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.

· Create and execute a strategic sales plan that expands our customer base and extends the company's global reach

• In addition to managing customer service processes, leading a team of 30 agents overseeing the refill, reactivation, and abandoned cart Sales processes for Reliance Retail Netmeds, driving operational efficiency and maximizing sales opportunities.
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Implements production, productivity, quality, and customer-service standards.
• Contributes customer service information and recommendations to strategic plans and reviews.
• Audits customer service procedures and trends and determines system improvements.
• Enforces company policies and procedures.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

• Led a 15-person Team with Portfolio Department (Credit Card and Credit Card Loan Sales) With Citi Bank Dubai
• Administered performance management by diagnosing improvement opportunities, provided effective feedback, trained and utilized corrective action plans to meet operational objectives
• Determined problem areas to recommend revised policies and procedure for the Team and monitor calls to determine customer service needs
• Conducted special research and complete impromptu assignments to respond to interagency and day to day operational issues
• Conducted team meetings on policy and procedure and training staff on legacy applications
• Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve metrics while maintaining Quality
• Provided performance coaching and implemented strategies for career development
• Used quality monitoring data management system for compiling and tracking performances at team and individual levels .

• Handling new client enquiries and acting as the face of the business
• Working with the sales and marketing team to drive sales forward
• Dealing and resolving problems and issues which arise
• Helping customers by arranging for advance loan on Credit Card
• Supporting the aforesaid with the help of credit checks & calculating debt burden ratio
• Converting transactions into easy installments.

• Banking Operations in Finacle (Term Deposit, Loan, Current Account, Saving Account, RTGS, Cash Management, credit card operations, quality control, Maintaining Cash reports, Inward and outward Clearing System, online transfers of funds)
• Forex transactions i.e inward and outward remittances (Branch Nostro and Vostro account) and foreign travel cards
• Authorize FDO and Teller Transactions (Cash, Clearing, Fund Transfer, RTGS, CMS)
• Deepening of relationship, enhancing the value and retention of existing customers
• AML and KYC Compliance
• Branch merchandising and Lobby management.