Deepali Das
Mumbai
Summary
I am a professional banker with more than 11 years of experience in Banking. Customer Service/Helpdesk, Process, Project & Team Management, Customer Life Cycle Management, Strategy, Planning roles, Operational Activity & Administrative part in Application. These roles span across various business domains like Business Banking, Transaction Banking, Direct Payments Product and Depository Participants with subject matter expertise in NBFC products CD/PL/MF/IF, Debit card product, Operations. Having significant capacity to deal with Service Partners in critical situations with problem-solving approach with managing religious compliance for executing required performance as per company contractual agreements. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Operation and Customer Service Manager
Jio Finance Limited
Mumbai
07.2023 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Analyzed Channel wise data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Developed project plans, budgets and schedules for successful implementation of projects.
- Managed overall progress of the implementation process to ensure timely completion.
- Monitored project performance to identify areas of improvement and implement corrective actions as needed.
BC Banking - Manager
Jio Payment Bank Ltd
Navi Mumbai
08.2022 - 05.2023
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Developed project plans, budgets and schedules for successful implementation of projects.
- Managed overall progress of the implementation process to ensure timely completion.
- Collaborated with stakeholders to ensure that requirements were met within specified timelines.
- Provided guidance and direction to teams on best practices related to project management processes.
- Coordinated resources across multiple departments to ensure smooth delivery of projects on time and on budget.
Operation & Customer/ Merchant Service - Manager
Fino Payments Bank
Navi Mumbai
05.2017 - 07.2022
- With more than 9 Years rich and diversified experience in Customer Service Management, Merchant & Branch Support /Operations, Customer Grievance
- Fine intelligence to measure process quality at In-house & Service Partners with ability to judge improvement area and proven strength to improve information accuracy & customer service experience with effective strategy planning & execution at vendors & Ops end
- On depth analytical skill to identify scope of improvement in process as per customer service delivery perspective and also have proven capability to rectify/change process with effective & meticulous approach to interface clients & business team
- Hands on extensive experience in MIS Reporting, Monthly Dashboard, Capacity Planning & optimization and Process Quality measurement
- An adaptable, detail-oriented, multi-tasking, strong, learning and organizing skills matched with the ability to manage stress, time and people effectively
- Review the comments of auditors on implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary
- Evaluation of complaints and submit the RCA with action plan
- Participate in various initiatives towards reduction in escalations of complaints
- The role holder is responsible for ensuring end to end resolution to customer grievance in line with business strategy, in a timely manner
- The role holder is also responsible for conducting RCA and contributing towards various initiatives for reduction in escalations of customer complaints
- Projects - Launch of CRM (Sapphire Application/Manage Engine Application) to streamline the assignment
- Currently working on Whatsapp Bot & Chat Bot Application (Engagely Application)
Assistant Manager - BC Banking (ICICI/UBI/Axis/Canara)
Fino Paytech Ltd
- Managed product proposition as per customer requirement & market offering
- Call tickets Assignment/Followup ensure to closed within TAT
- Attended issues & offer related calls of Mobile users
- Delivered productivity and quality performance
- Co-ordination with internal/external clients
- Project - Hotlist the Cards & reissuance of new card.
Financial Planning Manager
Max New York Life Insurance
11.2008 - 05.2010
- Researching the market & identifying prospects
- A proven track record in sales
- Approachable attitude & excellent soft skills
- Passion for the industry & role in particular
- Highlight your sales track record in summary.
Education
M Com - Strategic Intelligence
Mumbai University
Mumbai03-2011
B Com - Financial Studies
Mumbai University
Mumbai03-2007
Skills
- Customer Life Cycle Management
- Strategy Planning
- Operational Activity & Administrative tasks in Application
- Direct Payments Product and Depository Participants expertise (Current account development, corporate services, Debit card product, Operations)
- Complaint resolution
- Problem-solving approach in critical situations with managing religious compliance for executing required performance as per company contractual agreements
Highlights And Achievements
- Got promoted 3 times.
- 5 Awards as Mentor, Best Employee, Best Team.
- 6 Sigma Yellow Belt Certification.
- Employee of the month 10 times.
- ISO 9001, 27001 & PAS 99
Academic Credential
M Com in Strategic Management, Mumbai University, 03/2010
Personal Information
- Hobbies: Reading books & Travelling to new places.
- Date of Birth: 10/28/86
- Marital Status: Single
Languages
- English
- Hindi
- Odia
Accomplishments
Got promoted 3 times.
. 5 Awards as Mentor, Best Employee, Best Team.
Certification
- .6 Sigma Yellow Belt Certification.
- .ISO 9001, 27001 & PAS 99
Languages
English
First Language
Hindi
Advanced (C1)
C1
Odiya
Elementary (A2)
A2
Marathi
Beginner
A1
Timeline
Business Operation and Customer Service Manager
Jio Finance Limited
07.2023 - Current
BC Banking - Manager
Jio Payment Bank Ltd
08.2022 - 05.2023
Operation & Customer/ Merchant Service - Manager
Fino Payments Bank
05.2017 - 07.2022
Financial Planning Manager
Max New York Life Insurance
11.2008 - 05.2010
Assistant Manager - BC Banking (ICICI/UBI/Axis/Canara)
Fino Paytech Ltd
M Com - Strategic Intelligence
Mumbai University
B Com - Financial Studies
Mumbai University
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