Riya Koley
Jaipur
Summary
Results-driven professional with extensive experience in resolving Nodal, social media, and senior management escalations within stipulated TAT. Possesses strong interpersonal and communication skills. Proven expertise in team management, process analysis, and optimization to enhance business efficiency and customer satisfaction.
Overview
3
3
years of professional experience
Work History
Senior executive (escalations)
AU SMALL FINANCE BANK
10.2023 - 04.2024
- Resolved High-Priority Complaints: Ensured end-to-end resolution of Nodal Desk, MD Desk, senior management, and social media complaints within defined TAT and deadlines.
- Root Cause Analysis: Conducted thorough root cause analysis of complaints, implementing process improvements to prevent recurrence.
- Complaint Reduction: Successfully reduced the number of similar complaints by 40% through proactive measures.
- Process Improvement: Identified and enhanced existing processes, developed new procedures to improve customer service, and reduced TAT by 50%.
- Case Management: Maintained a comprehensive tracker for all cases handled, ensuring meticulous record-keeping and follow-up.Records Management: Managed complaint records with accuracy and efficiency.
- Team Leadership: Led and trained new team members according to process requirements, fostering a knowledgeable and competent team.
- Dispute Resolution Expertise: Demonstrated expertise in handling dispute cases, meticulously investigating each case to facilitate fair and equitable resolutions, balancing customer and organizational interests.
Customer Service Executive
AU SMALL FINANCE BANK
12.2021 - 10.2023
- Complaint Resolution: Efficiently responded to and resolved customer complaints received via calls and emails within the defined TAT, consistently maintaining an SLA of 93%.
- Escalation Management: Effectively handled and resolved on-ground issues, social media complaints, and negative review escalations, ensuring customer satisfaction and retention.
- Cross-Functional Coordination: Collaborated with various departments and external vendors to address and resolve customer concerns, ensuring a seamless resolution process.
- Priority Case Handling: Achieved a 91% success rate in the timely resolution of high-priority cases from social media, Nodal Desk, and MD Desk, meeting or exceeding deadlines.
- Process Improvement: Identified gaps in current processes and implemented improvements to enhance service delivery and reduce complaint resolution times.
- Customer Satisfaction: Actively contributed to increasing overall customer satisfaction by providing timely, accurate, and empathetic responses to customer issues.
- Data Analysis: Utilized data and feedback to analyze trends in complaints, leading to proactive measures that prevent recurrence and improve customer experience.
- Training and Development: Assisted in training new team members on best practices and company protocols to ensure a high standard of service across the team.
Computer Operator
YASHI CONSULTING PVT. LTD.
01.2021 - 08.2021
- Efficient Data Operations: Managed day-to-day data operations with efficiency and precision, ensuring accuracy and consistency in all tasks.
- Target Achievement: Consistently met and exceeded daily targets, ensuring the timely completion of all assigned tasks.
- Detailed Record-Keeping: Maintained meticulous and comprehensive records of all data processed, facilitating easy retrieval and audit.
- Report Preparation: Prepared and submitted detailed daily reports to management, providing insights and updates on operational progress.
- Advanced Excel Skills: Utilized Excel proficiently for data management, analysis, and visualization, enhancing the decision-making process.
- Portal Utilization: Expertly navigated and employed the company’s portal for efficient data entry, management, and analysis.
- Continuous Learning: Actively participated in training sessions and workshops to stay updated with the latest data management tools and techniques, enhancing overall proficiency and effectiveness.
- Data Analysis: Conducted thorough data analysis using Excel to identify trends, patterns, and insights, contributing to informed strategic decisions.
- Effective Communication: Responded promptly and professionally to emails, ensuring clear and effective communication with internal and external stakeholders.
- Collaboration: Worked collaboratively with team members and other departments to ensure seamless data operations and support organizational goals.
- Training and Mentoring: Assisted in training and mentoring new team members, sharing best practices and ensuring a high standard of data management.
Education
B.COM - Commerce
UNIVERSITY OF RAJASTHAN
01.2021
Senior Secondary -
Rajasthan Board
01.2018
Skills
- MS Excel
- Problem Solving
- Email writing
- Decision making
- Flexibility and adaptability
- Multi Tasking
- Escalation management
- Communication
- Self-motivation
- Cross-functional Team Coordination
- Report Preparation
- Operations Management
- Staff Management
- Mail handling
- Teamwork and Collaboration
- Team Leadership
Languages
Hindi
English
Bengali
Timeline
Senior executive (escalations)
AU SMALL FINANCE BANK
10.2023 - 04.2024
Customer Service Executive
AU SMALL FINANCE BANK
12.2021 - 10.2023
Computer Operator
YASHI CONSULTING PVT. LTD.
01.2021 - 08.2021
B.COM - Commerce
UNIVERSITY OF RAJASTHAN
Senior Secondary -
Rajasthan Board
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