BENILDA MARY STEPHEN
Chennai
Summary
Looking for an opportunity where I can apply my analytical skills, problem solving to deliver high quality service in a company and I can be part of to make stand out to be ever successful company. Hardworking Phone Banker with significant background in customer-facing and call center roles with team handling experience as a coach to drive quality in the agent performance by adhering to Compliance.
Overview
15
15
years of professional experience
Work History
Assistant Manager
Axis Bank
01.2018 - Current
- Internally migrated to Axis bank , Handling Nodal and CEO Escalation Calls of Banking, NR and Credit Card customers
- Tracking team targets in terms of service, NPS, Call Quality, sales and and Resolving cases within TAT
- Co-ordination with operation teams like AML, Legal, Product, KYC, FEWS, Authorization and Dispute Investigation
- Resolving customer complaints in the Senior Management Escalation Desk Emails to resolve customers reported issues within the promised timeline.
- Worked on projects like Repeat call analysis, customer obsession, NPS review by doing case study to drive change in Call Quality, NPS and FCR
- Established processes for better customer experience.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Organized training sessions for new hires and mentors to familiarize them with the deliverables expected in phone banking.
- Evaluated performance of customer service representatives through monitoring of calls and provided feedback.
Phone Banking Officer
Citibank
06.2014 - 12.2017
- Worked as CITI phone officer where Handled critical calls and resolving customers queries and complaints with TAT
- Always maintained company agreed Service level agreement(SLA)
- Updating case status EOD and maintained database in MS office
- Pitching products and achieved high number of leads.
Senior Process Executive
Cognizant
11.2011 - 10.2012
- Handling Business to business calls and queries from USA hospitals about the claim status Follow up the claims which are pending for long time to expedite the final status to the client.
Executive
HCLTech
10.2009 - 03.2011
- Handling calls of British Telecom UK customers with their networking data connection and email settings issue
- Raised tickets to book engineers appointments for line issues WiFi connection trouble shooting
Education
Bachelor of Science - Plant Biology
Holy Cross College & St.Joseph's Higher Secondary
Nagercoil, TN05-2009
Skills
- Communication Skills
- Problem Solving
- Mentoring
- Product and Service Sales
- Effective Communication
- Client Relations
- Leadership
- MS Office
- Performance Tracking
- Stress Tolerance
- Complaint Management
- Client Confidentiality
- Call handling
- Goal-Oriented
- Teamwork and Collaboration
- Multitasking
- Time Management
- Critical Thinking
- Regulatory Compliance
- Customer Service
- Strategic Planning
Accomplishments
- Best Call of the year award won in Cognizant for 2011
- Awarded as Best Performer (2 years)
- Best Customer Satisfaction Score of 97% achieved in HCL
- Awarded as the employee who got maximum customer appreciation email in the escalation desk.
- Projects done in analyzing potential escalations received in the last 10 years data to improve NPS, CQ and FCR%.
- Best Sales performer of the year won in 2015 and 2016 at Citibank.
Personal Information
- Total Experience: 12 Years 4 Months
- Date of Birth: 04/01/87
- Gender: Female
- Marital Status: Married
Languages
- English
- Tamil
- Malayalam
Disclaimer
All the above information is correct up to my knowledge and I bear the responsibility of the correctness.
Languages
Tamil
First Language
English
Upper Intermediate (B2)
B2
Timeline
Assistant Manager
Axis Bank
01.2018 - Current
Phone Banking Officer
Citibank
06.2014 - 12.2017
Senior Process Executive
Cognizant
11.2011 - 10.2012
Executive
HCLTech
10.2009 - 03.2011
Bachelor of Science - Plant Biology
Holy Cross College & St.Joseph's Higher Secondary
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