Kavya N
Senior relationship Manager
Bangalore
Summary
To be a part of an organization which constantly strives to be a global leader in providing world-class customer service, where customer satisfaction is the key to success, with diligence and hard work in the interests of the organization and in self-interests too.
Relationship management professional with extensive experience in cultivating and maintaining client relationships. Proven ability to develop strategies that enhance client satisfaction and loyalty. Known for strong collaborative skills and adaptability in dynamic environments, excelling in communication and strategic planning.
Overview
16
16
years of professional experience
5
5
Languages
Work History
Senior Relationship Manager
Standard Chartered Bank
01.2014 - Current
- Manage the relationship with customers, providing services and products along with need creation and cross sell by identifying the opportunities .
- Responsible for the performance of the assigned Portfolio.
- Efficient Planning for appointments and the routes for maximum coverage to increase the book size of the portfolio in terms of CASA, TD, Asset Products and revenue form the assigned portfolio.
- Taking references from existing client for new clients, volunteering in all functions.
Senior Customer Care Executive (priority Clients)
Standard Chartered Bank
01.2014 - Current
- Handled Customer service calls in regard to credit card and Debit card issue to NRE and NRO clients
- To serve as a primary contact person for Credit and banking related of account holders for advice, enquiries, complaints, and other service related issues.
- Cross Sell various products of the bank and achieve monthly targets.
- Provide customers with product and service informations
- Recognize, document and alert the supervisor of trends in customer calls.
- Identify, research, and resolve customer issues by going extra mile.
- Complete call logs and reports within the TAT.
- Recommend process improvements. Follow-up on customer inquiries, requests and complaints which is escalated.
Incubation Coach - Acting TL
01.2014 - Current
- Responsible for supporting, coaching, developing, and supervising a team of 10-15 agents who serve as a primary contact person for Credit card holders for advice, enquiries, complaints, and other service related issues.
- Supervising the team especially on disciplines such as quality, case and call management, communication adherence, escalation management, and customer management, including soft skills.
- Manage, Motivate and Coach agents to ensure that the performance is optimized.
- Coaching Officers how to Cross sell various products of the bank & increase the revenue at the contact center.
- Call Monitoring
- Set Learning Curve Pass Rate, Review Results, Deal with individual Performance and Manage delivery of Customer Care Service.
- Maintaining Productivity standards of tents.
- Develop agents as individual performer as per business requirement.
- Identifying and reporting training needs.
Senior Customer Service officer
IBM
02.2011 - 11.2013
Customer service officer
All SEC Technologies
08.2009 - 01.2011
Education
B.com -
Maharani's College
PUC - undefined
Gangamma Hombe Gowda College
SSLC - undefined
Gangamma Hombe gowda School
Skills
- Sales management
- Public speaking
- Customer interaction
- Portfolio management
- Business development
- Customer engagement
Personal Interests
Learning new things
Personal Information
- Date of Birth: 03/17/88
- Nationality: Indian
- Marital Status: Married
Recognition And Achievements
Consistently rated as a best CSO and received good ratings in the appraisal., Voted as best CSO for the year., Promoted as Incubation Coach based on performance., Handled more than 6 Batches as an Incubation Coach., Nominated for Rewards & Recognition for Working Extra Miles in the organization., Nominated for Rewards & Recognition as 80% of the team achieved EUCA Project.
PROFESSIONAL ACHIVEMENT
- Awarded for GOAT Exceptional Performance Banca
- Awarded for Wealth Pro League Outstanding Performance Investment
- Awarded for TURBO outstanding Performance Banca
Timeline
Senior Relationship Manager
Standard Chartered Bank
01.2014 - Current
Senior Customer Care Executive (priority Clients)
Standard Chartered Bank
01.2014 - Current
Incubation Coach - Acting TL
01.2014 - Current
Senior Customer Service officer
IBM
02.2011 - 11.2013
Customer service officer
All SEC Technologies
08.2009 - 01.2011
PUC - undefined
Gangamma Hombe Gowda College
SSLC - undefined
Gangamma Hombe gowda School
B.com -
Maharani's College
Similar Profiles
VIJAY SAWLANIVIJAY SAWLANI
Senior Relationship Officer at Ztech Manpower Services-Standard Chartered Bank and Noor BankSenior Relationship Officer at Ztech Manpower Services-Standard Chartered Bank and Noor Bank
PRIYANKA DPRIYANKA D
Associate Manager at Standard Chartered BankAssociate Manager at Standard Chartered Bank
Sri Ranjith SSri Ranjith S
Splst, Development at Standard Chartered BankSplst, Development at Standard Chartered Bank
Eugene TeeEugene Tee
Business Sales and Service Manager at Standard Chartered BankBusiness Sales and Service Manager at Standard Chartered Bank
Muskan JainMuskan Jain
Associate – Bid Management at Subex Ltd.Associate – Bid Management at Subex Ltd.