MS office
Dipika Raghavan
Assistant Manager (Service Analyst)
Chennai
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen with 10 years of experience in Client Relationship Management & Banking Operations. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Assistant Manager - Service Analyst
Citibank N.A
Chennai
07.2017 - Current
- Supervise a team of 8 employees and assess their performances to determine training needs. Define accurate plans for decreasing the process lags.
- Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitoring the team's performance to ensure efficiency in process operations with meeting the individual & group targets.
- Implement performance review and motivational strategies to help individuals in the team, by sharing feedbacks regularly.
- Create successful work schedules for each team member to ensure customer satisfaction, by achieving delivery with quality norms within deadline.
- Maintaining the team’s performance & productivity MIS and submitting it to the Unit seniors on daily basis.
- Managing critical channel complaints escalated to the Principal Nodal and Regional Nodal Desk on different products of bank – CASA, Credit cards, Personal loans, Auto loans and ensuring regulatory compliance by liaising with Internal Ombudsman of the Bank.
- Preparation of case studies and presenting the same to top management. Ensure overall effective and efficient service delivery.
- Facilitate on-boarding sessions and on-the-job training for new hires on handling escalations along with case studies.
- Consistently worked towards team metrics (Quality, Conformance, Digital migration, Process improvement, NPS, NIL defects and NIL problem incidence).
- Maximizing existing and future business capabilities through identification of short/long-term organizational gaps and partnering with management to create a learning culture.
- Introduced higher standards for customer service by writing "EXPRESS" way of emails to customers and increased efficiency by streamlining operations.
Assistant Manager
Citibank N.A
Chennai
01.2016 - 06.2017
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Served as senior global officer in SME desk for both banking and credit cards by handling potential escalation of clients through explicit call-backs/e-mails.
- Served for "ELITE Desk" (VIP assistance team) which helps in assisting high profile customers. Addressing customer's grievances through email and phone (both inbound & outbound) as the desk being a part of grievance redressal unit.
- Backed up team in the absence of Team Manager on achieving daily scheduled targets assigned, managing SLA's committed.
- Mentored team members to enhance professional development and accountability in workplace.
Senior Executive
Citibank N.A
Chennai
01.2015 - 12.2015
- Maintained customer satisfaction with forward-thinking strategies. Focused on addressing customer needs and resolving concerns over phone call.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
Executive – Phone Banking
Citibank N.A
Chennai
03.2012 - 12.2014
- Actively listened to customers' requests, confirming full understanding before addressing concerns and provided accurate information.
- Identified potential business opportunities and assisted management in business development when given opportunities.
Consultant
Sutherland Global Services Pvt Ltd,
Chennai
08.2011 - 11.2011
- Customer support executive for INTUTIT INC, handling customer queries received via phone call from US clients.
Academic Counselor
HCL CDC
Chennai
02.2011 - 08.2011
- Facilitated general curricular advice and long-range course planning for student and working professionals.
Education
MBA - Finance
SRM University
Chennai 06.2021 - Current
Master of Science - Industrial Biotechnology
Karpagam Arts & Science College, Bharathiar University
Coimbatore 06.2008 - 08.2010
Bachelor of Science - Biotechnology
Miranda Institute of Management Studies & Science
Bangalore 06.2005 - 05.2008
Skills
Flexible & Adaptable
undefinedAccomplishments
- Mountain movers award (best performer) for May 2020, January, February, May, June and July 2021.
- Service Star Award in Citibank for the best performance for January 2017.
- "OPUS Award for 2015" the most prestigious performance-based award within Asia Consumer Operations.
- Recognized among the Top 10 with high call scores in July 2015 across locations in India.
- CITI O&T Excellence Award - Team Award for Q4 2013.
- CITI Client Excellence Award” for Customer Service in 2012.
Software
Talisma
Eclipse
Webrq
Certification
EXPRESS module of writing emails
Timeline
MBA - Finance
SRM University
06.2021 - Current
EXPRESS module of writing emails
06-2018
Talisma certification
07-2017
Assistant Manager - Service Analyst
Citibank N.A
07.2017 - Current
Assistant Manager
Citibank N.A
01.2016 - 06.2017
Senior Executive
Citibank N.A
01.2015 - 12.2015
Executive – Phone Banking
Citibank N.A
03.2012 - 12.2014
Consultant
Sutherland Global Services Pvt Ltd,
08.2011 - 11.2011
Academic Counselor
HCL CDC
02.2011 - 08.2011
Master of Science - Industrial Biotechnology
Karpagam Arts & Science College, Bharathiar University
06.2008 - 08.2010
Bachelor of Science - Biotechnology
Miranda Institute of Management Studies & Science
06.2005 - 05.2008
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