Summary

Overview

Work History

Education

Skills

Accomplishments

DECLARATION

Timeline

JAGADEESH D

Grievance Redressal Officer

Bengaluru

Summary

Dynamic customer service professional with over 12 years of experience in social media management, grievance resolution, and customer relationship management. Demonstrated expertise in team leadership and process optimization, consistently delivering high-quality customer service solutions. Proficient in managing complex escalations and implementing effective resolution strategies in both banking and government sectors. Committed to enhancing customer satisfaction through innovative problem-solving and a proactive approach to service excellence.

Professional with comprehensive experience ready for this role. Equipped with strong skills in leadership, problem-solving, and strategic planning. Known for team collaboration and adaptability, consistently delivering results. Strong communicator with focus on integrity and accountability.

Overview

years of professional experience

Languages

Work History

Grievance Redressal officer

National Institute for Smart Government

12.2022 - Current

Manage and resolve grievances related to Aadhaar services (UIDAI), ensuring timely and effective resolution
Develop and implement grievance redressal policies and procedures specific to Aadhaar services
Coordinate with multiple departments to address and resolve aadhaar cardholder issues efficiently
Conduct root cause analysis to identify patterns and mitigate recurring issues
Train and mentor team members on grievance handling and customer service best practices
Maintain comprehensive records of complaints and resolutions for regulatory compliance.
Responsible for providing proper resolution for the grievance cases received through online (i.e.) PMOPG Portal, RTI, or Appeal.
Provide proper resolution for the grievance cases received from residents through mail/post.
Investigated and recommended whitelisting for Aadhaar Enrollment (EID) across all Regional Offices (RO) in India.
Work on the set of complaints, segregate based on the risk levels, and ensure remediation.
Perform an in-depth analysis to identify and eliminate duplicate enrolments. Suggested deactivation of Aadhaar to address duplication issues.
Follow up with MSP for a proper solution for various service requests created. Propose solutions and process changes to prevent fraud.
Any other task assigned by UIDAI.

Deputy Manager

IndusInd Bank Pvt Ltd

12.2016 - 11.2022

Handled social media channels and grievance cases related to banking and credit card services
Managed daily service requests and aging cases, ensuring timely resolution
Ensured professional and timely responses to all complaints, requests, and queries
Handled credit card escalation and complaint management activities across all bank segments, businesses, and channels.
Monitored team performance and provided coaching to exceed monthly targets
Conducted call monitoring and shared trending data with site management on a daily basis.
Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Established performance goals for employees and provided feedback on methods for reaching those milestones.

Senior Executive

GE Capital

02.2013 - 09.2016

Provided customer service for SBI credit card holders, resolving complex queries and complaints
Handled customer inquiries regarding statements, transactions, payments, and reward point redemption
Managed customer retention initiatives to prevent credit card cancellations
Ensured quality and timely resolution while maintaining service level agreements
Delivered consistent customer satisfaction through effective problem-solving
Self-motivated, with a strong sense of personal responsibility.
Proven ability to learn quickly and adapt to new situations.
Assisted with day-to-day operations, working efficiently and productively with all team members.
Proved successful working within tight deadlines and a fast-paced environment.

Customer Support Executive

Reliance BPO Pvt Ltd

07.2010 - 04.2012

Handled inbound calls for broadband services, ensuring first-call resolution
Managed customer queries, complaints, and billing inquiries with professionalism
Performed configuration, maintenance, and troubleshooting of LAN, WAN, and modems
Trained new employees on processes and procedures
Provided backup support to team members as needed
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Education

Bachelor of Engineering - Computer Science

Saraswathi Velu College of Engineering

Vellore

01.2010

Intermediate - Class XII

Sri Venkateswara Junior College

Chittoor

01.2006

Secondary School Certificate - Class X

Prakasam Vidyalaya