Darshana Hirlekar
Banker
Ambarnath
Summary
Dedicated banking professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
PREMIUM ESCALATION MANAGER
IDFC FIRST BANK LTD
02.2022 - Current
- Dealt with complex complaints and irate customers professionally and politely.
- Processed escalated manager callbacks to achieve a positive resolution to customer enquiries.
- Managed all complex complaints, issues, and problems to maintain customer satisfaction.
- Provided prompt, professional, and empathetic responses to customer enquiries with a focus on researching, resolving, and documenting customer concerns.
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
- Followed up on customer interactions to provide further support.
- Remained calm under pressure to handle customer complaints, escalations, and solve problems.
- Responded to customer emails with accurate, professional replies.
- Trained and helped colleagues manage workloads and assignments.
ESCALATION MANAGER
KOTAK MAHINDRA BANK LTD
04.2019 - 01.2022
- Maintained positive professional working environment to optimise staff and customer satisfaction.
- Managed escalations at the second-level grievance of the customers received from senior management, social media, RBI, ombudsman, inbound, and other sources.
- Prepared root cause analysis (RCA's) for potential NODAL, RBI, and MD/CEO escalation cases.
- Mentored/handled OJT batches by keeping track of senior TAT and cross-sales prepared service impact stories (out of the box resolutions).
- Handled complaints related to Credit card and billing and statement disputes, majorly in Credit Cards.
- Followed up with customer issues that required more in-depth work to find.
- Handled service requests of the customer for both Retail Liabilities and Credit card with end-to-end closure.
- Helped customers with log-in disputes and basic troubleshooting for mobile banking and net banking.
- Managing escalations/complaints against Branch Banking with timely follow-ups.
- Ensure daily productivity of minimum 25 cases with backlogs and pending follow-ups to maintain the FTR and NPS.
- Managing BO cases for credit card and giving end to end possible resolution within 24 hours. Also keep updated all data with managers.
ESCALATION MANAGER
INDUSIND BANK LTD
01.2017 - 04.2019
- Handling escalated calls and provide end to end resolution.
- Fostered a positive work environment by actively supporting team members in their personal development goals and career aspirations.
- Promoted a culture of continuous improvement through regular reviews of policies, procedures, and best practices.
- Ensured timely resolution of complex cases by prioritizing workload and allocating resources appropriately.
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Escalated customer issues to management for appropriate action to be taken.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
Senior Executive Assistant
HDFC Standard Life Insurance Pvt Ltd
05.2015 - 09.2015
- Handling customer for at front desk for their queries and pitched for life insurance.
- Service to sales
- Achieving target set for branch.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
Online Marketing Specialist
QUIKR INDIA PVT LTD
10.2014 - 05.2015
- Guided customer for online marketing and achieve targets.
- Optimized existing content for voice search compatibility, ensuring accessibility across all digital platforms.
- Increased user-generated content submissions by launching interactive social media contests.
- Managed social media campaigns for improved audience engagement and lead generation.
SENIOR EXECUTIVE
ICICI BANK LTD
05.2012 - 09.2014
- Verify KYC of customers and forward to seniors for approval.
- Educate customers on product options and technology issues.
- Co-ordinating with ops and branches for the resolution to customer queries.
- Streamlined customer service protocols, significantly improving response times and customer satisfaction ratings.
- Executed digital transformation strategy that modernized outdated systems, improving overall productivity.
Education
BCOM - BANKING & INSURANCE
UNIVERSITY OF MUMBAI
10.2010 - 05.2011
BCOM - BANKING & INSURANCE
UNIVERSITY OF MUMBAI
Skills
Staff coaching Client Relationship
Verbal and written communication
Email support Dynamic leadership Conflict resolution expertise Ability to train
Quick decision-making Customer relationship building Project Management Regulatory requirements understanding
Team motivation Strong delegating abilities
Handling escalations and providing end-to-end resolution to customers
Maintaining good quality benchmarks while handling call
Accomplishments
- 1st rank holder of my college in BBI with 73.15%
- Achieved targets at workplace.
Activities
- Completed following projects in professional courses:
- Performance Appraisal in Banking Sector
- Micro Insurance in Insurance Sector
Personal Information
Date of Birth: 01/30/91
Timeline
PREMIUM ESCALATION MANAGER
IDFC FIRST BANK LTD
02.2022 - Current
ESCALATION MANAGER
KOTAK MAHINDRA BANK LTD
04.2019 - 01.2022
ESCALATION MANAGER
INDUSIND BANK LTD
01.2017 - 04.2019
Senior Executive Assistant
HDFC Standard Life Insurance Pvt Ltd
05.2015 - 09.2015
Online Marketing Specialist
QUIKR INDIA PVT LTD
10.2014 - 05.2015
SENIOR EXECUTIVE
ICICI BANK LTD
05.2012 - 09.2014
BCOM - BANKING & INSURANCE
UNIVERSITY OF MUMBAI
10.2010 - 05.2011
BCOM - BANKING & INSURANCE
UNIVERSITY OF MUMBAI