Ganga Khushalani
Pune
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Retention Manager In Services and Ops
Aditya Birla Housing Finance Ltd
Pune, India
12.2021 - 03.2023
- Handled inbound calls, addressed customer concerns, and promoted customer retention using excellent interpersonal skills.
- Negotiated with customers to reach fair solutions.
- Explained new products and services to customers.
- Analyzed customer feedback to improve retention.
- Handled customer escalations and resolved queries through various channels.
- Recommended policy changes to improve marketing tactics and strategies.
- Gained extensive knowledge in data entry, analysis and reporting.
- Worked well in a team setting, providing support and guidance.
Senior Officer C05
Citi Bank Ltd
Pune, India
02.2020 - 12.2021
- Managed a CTS product, implementing process improvements, and monitored West Grid Clearing.
- Collaborated with cross-functional teams for seamless process implementation.
- Ensured the accuracy and reliability of an E-flow application through testing and quality assurance.
- Processed high volumes of cheques daily while maintaining compliance with regulations and standards.
- Trained and supported team members and end-users on a CTS product and E-flow application.
- Utilized analytical skills to identify and resolve cheque processing and system performance issues.
Operations Assistant
IIFL Home Finance Ltd
Pune, India
12.2017 - 02.2020
- Prepared and maintained MIS reports and updated policies for E-assets LOS.
- Coordinated with Process check agencies for smooth workflow.
- Resolved customer complaints and managed High Net Worth customers.
- Underwrote Salaried and Self-Employed cases and handled customer queries.
- Supervised and developed staff with strong skills and leadership potential.
- Managed administrative staff workflow and trained new hires.
Assistant Manager
Kotak Mahindra Bank Ltd
Pune, India
01.2017 - 12.2017
- Managed sales of lockers, DDs, and onsite ATMs while handling customer relationships.
- Supervised and trained employees to increase productivity and efficiency.
- Conducted inventory audits and maintained knowledge of company offerings.
- Implemented new hire training and service strategies for a positive work environment.
Relationship Officer
India Bulls Housing Finance Ltd
Pune, India
09.2015 - 12.2016
- Advised customers on bank products, services, and financial planning options
- Resolved deposit issues and managed escalations with polite and professional service
- Ensured account compliance with industry regulations and company policies
- Conducted loan servicing procedures to assess compliance with bank and regulatory terms
- Established positive relationships with realtors for client referrals
- Served high net worth individuals with asset management needs.
CPA Executive ( Off Roll)
Axis Bank LTD
Pune, India
10.2014 - 09.2015
- Assisted customers in-person and over the phone, resolving issues and processing transactions
- Managed underwriting conditions and prepared loan submission packages
- Analyzed client financial histories to ensure compliance with underwriting criteria
- Ordered and verified loan closing documents to ensure compliance and timely completion
- Monitored purchase loans and tracked refinances in pipeline.
Education
Product Management
Insaid International School
Pune, MH09.2022
Diploma of Higher Education - Post Graduation Diploma Banking and Finance
Wadia Collage of Commerce
Pune2018
MCOM - Finance
Pune University
Pune2017
Skills
- Customer service
- Team management
- Process improvement
- Financial analysis
- Regulatory compliance
- Relationship building
- Training and development
- Problem-solving
- Attention to detail
- Communication skills
Accomplishments
- Complex Problem Solving
- Budget Forecasting
- Product Development Consultations
- Time Management
- Microsoft SharePoint
- Service Promotion
- Employee Training
- Service Oriented
- Product Promotion
- Verbal and Written Communication
- Training and Onboarding
- Excellent Communication Skills
Timeline
Customer Retention Manager In Services and Ops
Aditya Birla Housing Finance Ltd
12.2021 - 03.2023
Senior Officer C05
Citi Bank Ltd
02.2020 - 12.2021
Operations Assistant
IIFL Home Finance Ltd
12.2017 - 02.2020
Assistant Manager
Kotak Mahindra Bank Ltd
01.2017 - 12.2017
Relationship Officer
India Bulls Housing Finance Ltd
09.2015 - 12.2016
CPA Executive ( Off Roll)
Axis Bank LTD
10.2014 - 09.2015
Product Management
Insaid International School
Diploma of Higher Education - Post Graduation Diploma Banking and Finance
Wadia Collage of Commerce
MCOM - Finance
Pune University