Cricket
Jahangirkhan Pathan
Assistant Manager - Complaint Redressal
Ahmedabad
Summary
Motivated to develop professional capabilities and knowledge in an innovative organization that values commitment, entrusts significant responsibilities, and embraces opportunities for growth.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Assistant Manager - Complaint Redressal
AU Small Finance Bank Limited
Ahmedabad, Gujarat
01.2019 - 02.2026
- Managed high-volume IGR and AGR complaints; personally resolved MD escalations.
- Collaborated with cross-functional teams on root cause analysis, implementing permanent fixes to reduce complaint volume.
- Mentored 5-member team and assisted manager with ad-hoc duties, including roster optimization, daily/monthly trackers, and presentations.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Collaborated with cross-functional teams to address root causes of recurring complaints, leading to improved product quality and service delivery.
- Evaluated team performance against established KPIs, identifying areas for improvement, and implementing targeted coaching plans.
- Mentored and developed team members, providing regular performance feedback and supporting their professional growth.
- Championed a culture of continuous improvement within the team through regular feedback sessions, training sessions, and open discussions about process enhancements.
- Managed, mentored and developed team in delivering best-in-class escalated complaint resolutions.
- Managed a team of complaint investigators, ensuring thorough and timely resolutions to customer issues.
- Prioritized resources effectively during periods of high complaint volume while still maintaining high-quality resolution outcomes.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Service Associate
Tech Mahindra Limited
02.2017 - 12.2018
- Managed premium customer accounts at Jio Telecommunications, delivering exceptional service to high-value clients and resolving complex queries efficiently.
Customer Service Associate
Vodafone Idea Limited
08.2015 - 12.2016
- Managed postpaid customer queries and additionally provided floor support assisting new joinees with live calls.
Education
Bachelor Of Engineering - Mechanical
Shri Satsangi Saket Dham Ram Ashram Group of institutions
Vadasma01-2021
GSHSEB - Science
A.R. Munshi Higher Secondary school
Danta01-2013
Skills
End to End Complaint Management
Root Cause Analysis & Permanent Fix
Ombudsman, CPGRAMS and Other Government Complaint Management
Presenting Complaint Analysis
Ad-hoc Activity (Team Mentoring, Training, Team Roster, Quality Monitor)
References
Prabha, Murugesan, Senior Manager, 7022960739, AU Small Finance Bank Limited
Interests
Traveling
Cooking
Timeline
Assistant Manager - Complaint Redressal
AU Small Finance Bank Limited
01.2019 - 02.2026
Customer Service Associate
Tech Mahindra Limited
02.2017 - 12.2018
Customer Service Associate
Vodafone Idea Limited
08.2015 - 12.2016
Bachelor Of Engineering - Mechanical
Shri Satsangi Saket Dham Ram Ashram Group of institutions
GSHSEB - Science
A.R. Munshi Higher Secondary school