CRMnext
Dhruvi Haria
Customer Experience
Thane
Summary
Client-focused and process-driven professional with over 6 years of experience in the financial services industry, supporting frontline operations across equity, fixed income, and market-related products. Proven track record in managing escalations, conducting root cause analysis, and driving timely resolution of client and agent service requests. Demonstrated expertise in maintaining turnaround time (TAT) and service levels while collaborating with stakeholders to enhance process efficiency and ensure high client satisfaction. Experienced in training delivery, performance monitoring, and complaint management in high-volume environments. Strong understanding of sales support operations, contributing to the Fixed Income, Equity, and Derivative business through operational excellence and a proactive client servicing mindset.
Overview
6
6
years of professional experience
2022
2022
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Team Lead – Customer Experience
Axis Securities Ltd
08.2022 - Current
- Maintained service levels and ensured prompt resolution of service requests and complaints raised by agents.
- Conducted Root Cause Analysis (RCA) for escalated issues and improved process reliability.
- Handled Level 2 escalations in coordination with the grievance desk.
- Led training sessions and gave real-time feedback to improve agent performance.
- Worked with stakeholders to calibrate processes and manage workforce planning via call forecasting.
Client Servicing Executive
IIFL Securities Ltd
07.2021 - 07.2022
- Handled client queries through multiple channels and ensured timely and accurate resolutions.
- Managed internal escalation workflows and contributed to issue prevention strategies.
- Drafted formal correspondence to resolve complex customer complaints.
Relationship Manager – Financial Products
HDFC Securities Ltd
03.2019 - 07.2021
- Offered financial advice and executed trades in equities, derivatives, and mutual funds.
- Assisted clients with fixed income, insurance, and loan products.
- Monitored market trends and provided portfolio strategy recommendations.
- Collaborated with internal teams to resolve client queries within defined TAT.
Education
MBA - Finance
NMIMS
01-2024
M.Com - Finance
Mumbai University
B.Com - undefined
Mumbai University
HSC / SSC - undefined
Maharashtra State Board
01.2015 - 01.2013
Skills
Portfolio Review & Investment Advisory
Certification
SGB Super Championship Award, HDFC Securities
Software
Zoho CRM
I-leverage and Connect
TWS (Trader Workstation) and OWS (Online Work Station)
SAP FICO
Timeline
Team Lead – Customer Experience
Axis Securities Ltd
08.2022 - Current
Client Servicing Executive
IIFL Securities Ltd
07.2021 - 07.2022
Relationship Manager – Financial Products
HDFC Securities Ltd
03.2019 - 07.2021
HSC / SSC - undefined
Maharashtra State Board
01.2015 - 01.2013
M.Com - Finance
Mumbai University
B.Com - undefined
Mumbai University
MBA - Finance
NMIMS
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