DVS. SRIKANTH
Senior Relationship Manager
Hyderabad
Summary
Customer Relations Manager with 14+ years of experience in providing excellent customer service and managing complaints. .Proud of successfully handling high volumes of complaints resulting in increased customer satisfaction
Overview
14
14
years of professional experience
3
3
Languages
Work History
Senior Consultant
INFOSYS Ltd
08.2021 - Current
- Lead , Mentor and manage a team of recruiters to support the hiring in filling up project related open positions in Europe , North America & Middle East locations as per the Client requirements.
- Experience in leading teams and Proven track record of resolving customer issues and improving processes to prevent future problems.
- Develop a thorough understanding of each client's financial needs and craft personalized staffiing requirements.
- Use data and analytics to identify the areas of opportunity and improve process.
- Create comprehensive search assignments, ensuring a thorough understanding of the job responsibilities, business requirements, and talent gaps.
- Proficient in ensuring the staffing needs of the company are being met, with long-term strategy in mind as per company legal and regulatory requirements.
Zonal Relationship Manager
ICICI BANK
04.2019 - 08.2021
- Handled complete belt of AP & Telangana states which consists of 225+branches where in Collaborated with the product development team to create customer surveys, resulting in a increase in customer positive feedback & satisfaction.
- Conducting Client Awareness & Training sessions on Security and compliance checks on their transactions which are routed through digital platforms.
- Played a Active role in Implementing two major Corporate Projects called as Insta Banking Kiosks & Smart Box where in we have tried rendering services to client without human intervention which is 100% Contact less and have educated them on security aspect related to this initiative & authenticity of their transactions.
Regional Relationship Manager
ICICI BANK
04.2016 - 03.2019
- Handled the complete Telangana state catchment of 45+ branches to make these set of branches to ensure best practises are being followed on Customer releations and increasing their portfolio.
- Implemented a new CRM system, resulting in improved efficiency and faster complaint resolution.
- Conducting Branch wise Audit and compliance checks and reviewing them on regular intervals.
- Engaging with groud level employees at branch level and conduct trainings on customer service parameters.
Customer Relationship Manager
ICICI BANK
04.2013 - 03.2016
- Developed and delivered training sessions on effective complaint handling for customer service team, increasing resolve rate by 15%
- Collaborated with cross-functional teams to identify the root causes of complaints and implemented corrective actions, reducing the overall number of complaints by 25%
- Conducting regular customer engaging session with the team to understand their challenges and helping them with relavent solutions.
Customer Service Officer
ICICI BANK
11.2011 - 03.2013
- Handled Front desk client queries of the customers in the branch and ensured to resolve them without any further escalations.
- Training the branch teams in improving their skills to interact with clients in the ground on various product pitch.
Education
Graduation - Computers
B. Com
Higher Secondary School - undefined
Skills
- Client Relationship Management
- Compliance & Audit Reviews
- Customer Portfolio Analysis
- MIS Tracking & MS Office
- Customer Service
- Complaint Handling
Awards
- Best Regional Relationship Manager during Demonetization period for managing Queue Management system in effective & successful manner.
- Successful in certifying 100% staff in Handling compliance issues & customer escalations through virtual platform.
- Scored Pan India 2nd position in Zonal Relationship Manager Role for Migrating Large Client base through digital transformers platform & generated highest revenue through Tab Banking.
Timeline
Senior Consultant
INFOSYS Ltd
08.2021 - Current
Zonal Relationship Manager
ICICI BANK
04.2019 - 08.2021
Regional Relationship Manager
ICICI BANK
04.2016 - 03.2019
Customer Relationship Manager
ICICI BANK
04.2013 - 03.2016
Customer Service Officer
ICICI BANK
11.2011 - 03.2013
Higher Secondary School - undefined
Graduation - Computers
B. Com
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