Open To Work
Kanimozhi Pandian
Chennai
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationshipbuilding skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and moralebuilding abilities to enhance employee engagement and boost performance.
Overview
1
1
Certification
2
2
years of post-secondary education
10
10
years of professional experience
Work History
Deputy Manager
Axis Bank
06.2022 - 04.2026
- Customer Interaction: Manage daily walk-ins of 40–50 customers, providing comprehensive resolutions for loan-related queries.
- Escalation Management: Oversee Nodal, BO, and MD complaints across various locations, ensuring all actions are taken within defined Turnaround Times (TAT) to achieve customer satisfaction.
- Training & Communication: Lead regular MS Teams sessions to roll out new processes, address location queries, and reiterate existing protocols.
- Performance Tracking: Review organizational parameters to ensure comprehensive performance scoring and alignment with corporate goals.
- Quality Audits: Conduct local service quality audits at all locations to verify adherence to defined processes and standards.
- Workflow Optimization: Monitor service request TATs and resolve discrepancies to ensure smooth, uninterrupted processing.
- Quality Assurance: Execute rigorous quality checks for every service request raised at the location level.
- NPS Improvement: Drive high Net Promoter Scores (NPS) by analyzing feedback, identifying "Detractor" trends, and providing targeted training to the service team.
- Strategic Collaboration: Partner with the central team to suggest and implement process improvements that enhance the overall user experience.
- Team Motivation: Nominate high-performing staff for awards and recognitions to boost morale and performance.
- SOP Management: Periodically review Standard Operating Procedures (SOPs) and implement necessary changes to improve efficiency.
- Digital Transitions: Oversee the immediate trigger of automated E-Mandate activation links in the event of physical NACH mandate rejections to ensure continuous repayment cycles.
- Document Handover: Manage the end-to-end journey of returning original security documents to borrowers following full loan closure and verification of zero dues.
- MODT Cancellation: Coordinate with empanelled lawyers and vendors for the formal execution and registration of Memorandum of Deposit of Title Deed (MODT) discharge deeds.
- Compliance & Reporting: Track and dispatch post-disbursement documents to the Head Office (HO) while maintaining reports on empanelment status and registration/cancellation progress.
Senior Assistant Help Desk Technician
DXC Technology
08.2021 - 05.2022
- Answers help desk through BMC portal like service request online for assigned accounts and responds to customer inquiries to ensure branch needs are met.
- Assists branch in resolving technical problems on assigned by providing guidance regarding software and hardware problems.
- Resolves and/ or refers more complex technical problems through a defined escalation process.
- Follows up with branch to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
- Logs and tracks inquires using a problem management database and maintains history records and related problem documentation.
- Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquires are resolved appropriately.
Customer Service Officer
Axis Bank
Mumbai
11.2017 - 10.2019
- Customer service Officer in Mumbai Nov 2017 - Oct 2018 Backend Work Account opening, Online Service request Form within TAT completion.
- Addition and Deletion process, Signature addition and Deletion Process, I-leverage Deletion Process within TAT completion.
- DVU activities - Would be responsible for acceptance, scrutiny, verification of KYC and other documents for account opening under different product of CASA/ FD.
- Other responsibilities - Maintenance & safe keeping of records / files of pertaining to the unit.
- Responsible for error free smooth operations delivery & audit compliance.
- For account opening addition / deletion of customer, Signature Addition / deletion of customers.
- Managing QOC of account opening.
- To verify the documents/ forms for opening accounts.
- Handling banking system, Filing of End of day(EOD) Reports.
- Responsible for high quality service, Queue Management & Backend Audit & compliance.
- Customer Service Officer (Nov 2018 - Oct 2019) Customer Service Officer - CSO is one of the integral positions in the Loan centre RAC Operations Team.
- CSO is primarily responsible for timely processing of bank transactions like Cheques ensuring timely resolution of customer queries and improving customer service levels.
- Handling Nodal complaint, BO complaint and MD complaint Reverting mail based upon TAT period.
- Responsible for providing best in class customer service experience to the Wealth & Priority Banking customers of both, domestic and Non-Resident background.
- Helping the customers with their investment related transactions.
- Responsible for monitoring customers for maintaining predefined eligibility criteria.
- Improving contact ability as well as the sale of cross-sell products like Loan Products.
Marketing Executive
KSHETRA CONSULTANCY SERVICE PVT.LTD
09.2016 - 04.2017
- DEMAT ACCOUNT, SAVING ACCOUNT OPENING, 54EC CAPITAL GAIN BOND, MUTUAL FUND, GOVERNMENT BOND OF INDIA
Education
B.Tech/B.E. -
Annamalai University
ChidambaramXlIth - English
Sri Jadavbai Nathmal Singhvee Jain Vidhyalaya Matr High Schl
Chennai 06.2008 - 04.2009
Xth - English
Sri Jadavbai Nathmal Singhvee Jain Vidhyalaya Matr High Schl
Chennai 06.2006 - 04.2007
Skills
- C
- C
- LINUX
- HTML
- XML
- JAVA
- DOTNET
- Microsoft Excel Basic
- Finnacle
- Finnone
- Trace
- CAS
- CRM
- CMS
Certification
Type Writing, SL.No.: JR034958
Personal Information
Languages
Tamil
First Language
English
Advanced
C1
Hindi
Intermediate
B1
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteSalary Range
₹51000/yr - ₹200000/yrTimeline
Deputy Manager
Axis Bank
06.2022 - 04.2026
Senior Assistant Help Desk Technician
DXC Technology
08.2021 - 05.2022
Customer Service Officer
Axis Bank
11.2017 - 10.2019
Marketing Executive
KSHETRA CONSULTANCY SERVICE PVT.LTD
09.2016 - 04.2017
XlIth - English
Sri Jadavbai Nathmal Singhvee Jain Vidhyalaya Matr High Schl
06.2008 - 04.2009
Xth - English
Sri Jadavbai Nathmal Singhvee Jain Vidhyalaya Matr High Schl
06.2006 - 04.2007
B.Tech/B.E. -
Annamalai University