Hiral Pandya

Reporting to Cluster Head

• Responsible for Handling customer service and Managing portfolio of TASC clients (Trust, Associations, Society, Education, Religious, Health care and Clubs)
• Currently managing a portfolio of 150 CR, and also responsible for acquiring high net worth institutional banking clients
• Providing excellent customer service and managing client escalations
• Cluster resource, responsible for 8 branches (1 SME branch)
• Responsible supporting the Branch managers and the branch staff in generating and converting the leads of institutional business

Achievements :

• Appreciated by senior management for generating maximum number of leads for TASC and acquiring major Marquee names
• Appreciated by Senior management for excellent management of client relationship
• Awarded as a top performer in liability business in the month of May 2023, August 2023 and April 2024

Reporting for Business Relationship Head

• Managed wealth portfolio with AUM of 50CR, and was responsible for High net worth Acquisition, and cross selling investment and insurance products
• Achieved goals for sale of bank products and services and exceeded performance metrics for customer service
• Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
• Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
• Mentored junior team members on best practices in relationship management techniques, contributing to overall team success and growth within the company.
• Monitored financial markets closely to stay informed on industry trends, ensuring accurate advice and guidance for clients.
• Developed customer surveys to measure customer satisfaction and identify areas of improvement.
• Conducted financial due diligence on potential investments and acquisitions.
• Performed banking, business administration and financial tasks to guarantee five-star service for clients.

Reporting to Branch Head

• Handled 70% Sales and 30% Operations
• Built and managed portfolio of Privilege Banking relationships and was responsible for new high net worth acquisition
• Maintained knowledge on banking products and distribution to provide optimal service support
• Providing excellent customer service and handling escalations and managing difficult interactions, while managing the cross selling of various investment products
• Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
• Analyzed customer data to identify areas of improvement and maximize customer satisfaction.

Achievements :

Identified as high value sourcing RM

Consistently achieved targets

Dually reporting to RM head and the Branch Manager

• Appointed as GIB RM, exclusively handling NRI portfolio for the bank
• Responsible for Acquiring High Net worth NRI clients and cross selling various Investment products
• Providing excellent customer service and handling escalations and managing difficult interactions, while managing the cross selling of various investment products

Achievements :

• Appreciated by Senior management for excelling in achieving TFX revenue targets consistently
• Appreciated by Senior management and clients for excellent customer service relationship

Reporting to Quality Head

• Analyzing detractors, passives and promoters
• Conducting hygiene audits to ensure process is in place
• Acting as SPOC for stake holders to drive various program's and streamlining process

Achievements :

• Appreciated by clients for excellent grooming of advisors and ensuring they are taking calls abiding Customer experience cycle phases
• Responsible for coaching and leading team, towards achieving and exceeding NPS targets

Reporting to Quality Senior Manager

Quality analyst for back office operations:

• Process audits for Back end transactions
• Conducting feedback and coaching sessions
• Handling escalations received from stake holders
• Highlighting process glitches and suggesting workaround
• Preparing daily and weekly reports and doing analysis

Floor support

Moved as a Quality analyst for Voice operations:

• Process voice audits
• Promoter, Passive and detractor analysis, providing critical insights
• Conducting feedback and coaching sessions
• Conducted call listening sessions and similar activities in order to groom an advisor for taking calls
• Handling escalations received from stake holders
• Highlighting process glitches and suggesting workaround
• Preparing daily and weekly reports
• Floor support

Achievements :

Back office operations:

• Highlighted process glitches and suggested solutions for the same
• Improved the performance of agents on individual level
• Streamlined the process
• Reduced the error/escalation ratio by 60%
• Was Appreciated for rendering CXX experience
• Trained a newly promoted Quality analyst

Voice operations:

• Improvement in NPS (+22%) of Bottom Quartiles
• Highlighted process glitches and suggested solutions for the same
• Appreciated by Operations for Coaching and feedback style

Reporting to Team leader

• Deliver world class customer service and build customer satisfaction with loyalty
• Provide First Call Resolution ( FCR ) to customer issues
• Assist customers with their query related to their mobile account
• Developed innovative solutions to complex problems, resulting in improved organizational performance
• Handling Fast track which is one of the priority queue of Ireland that includes resolving the queries of Vodafone employees and their friends and family within a TAT of 24 hours

Achievements :

• Consistently achieving Resolution targets for surveys filled by customers
• Appreciated by Team Leader for creating positive environment within team
• Appreciated by Clients and management for maintaining the NPS scores consistently above 95%
• Awarded as top performer for the month of April and June 2012
• Was awarded as the quality champion for April –June 2012
• Was appreciated by clients for my performance in Fast track on one of the Product proud events in Vodafone Ireland

Reporting to Team Leader

• Dealt with selling international packages for a travelling company
• Worked on both Web queries and Chat queries in order to achieve sales targets
• Increased sales revenue by developing and implementing effective sales strategies
• Delivered engaging sales presentations to potential clients, showcasing product features and benefits
• Implemented customer feedback loops, driving continuous improvement of products and services

Achievements :

• Was awarded as a top performer for the highest number of sales
• Was appreciated by Team managers for being flexible with changing and stretching shifts as per the requirement.
• Received the maximum incentives for the quarter