Chandanapalli Lakshmi

• Handled pan india complaints from various channel

1. Branch

2. Phonebanking

3. Prime, VRM

4. PBG

5. GRC

6. MD

7. BO & RBI

• Handling pan india customer complaints with related to Direct Banking Channel

1. Netbanking

2. Mobilebanking

3. Debitcard

4. Prepaidcard

5. Third Party Products

6. ATM Balancing

• Major copmlaints handled related to

1. Digital Payments - UPI, IMPS, NEFT & TPT

2. Transaction Alerts & OTP

3. Billpay & Directpay

4. Cashback & reward points

5. Card dispatch, RTO & charges

6. Prepaid card dispatch, load, reload & Transaction

7. Netbanking/Mobilebanking login issues, pin related

8. Mutualfund & insurance related

9. ATM cash withdrawal, recon & difference

• BCP - Business Continutity Planning

1. Get trainned on critical activitied of Direct Banking Channel

2. Perform quartely drill

• Applications familar with

1. Flexcube

2. Talisma

3. Flex@

4. Base24

5. Mindgate

6. CMS & DMS

7. Axiom

8. Hexagon

9. CRM

10. YCS

• On an average used to handle 150 complaints
• Provide holiday support as and when required
• Never hesitaded to extend support or to take up additional responsibilty

• Worked on referrals raised by customer on chargeback
• Specialized in handling separate queue such as commercial and BARC
• Handle goodfaith documents received from other banks
• On an average used to review and handle 2000 documents in a day
• Maintained daily, weekly and monthly MIS
• Participated in requirements meetings and data mapping sessions to understand business needs.
• Streamlined operational efficiencies by effectively maintaining daily shift activity logs.

• Handled sales of fuel efficiency product for two and four wheelers.
• Met customers in homes and businesses to discuss and demonstrate products.
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
• Achieved aggressive monthly target consistently.
• Informed customers of promotions to increase sales productivity and volume.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
• Conferred with customers about concerns with products or services to resolve problems and drive sales.