KM DEEPA

CUSTOMER EXPERIENCE EXECUTIVE

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• Customer assistance Act as the first point of contact for customers, addressing queries and guiding them to the right department.
• Ensure smooth customer flow and reduce waiting time by efficiently directing customers.
• Service Request handling process account openings, kyc updates, cheque book, requests debit/credit card activation, and services.
• Convert service interaction into sale opportunities by identifying potential leads for wealth management, investment,and other financial products.
• MIS & Reporting maintain records of sale conversions customer interaction, and service request for performance tracking and branch growth.

• Proficient in facilitating KYC processes by guiding customers through VKYC
• PKYC and Biometric KYC procedures, ensuring strict compliance with regulatory standards
• Facilitate personal loan approvals by providing comprehensive assistance and guidance to customers
• Maintain a High Quality(95+) score through quality interactions and problemsolving
• Actively promote and sell credit card products to eligible customers, achieving sales targets
• Manage emails professionally, ensuring timely responses and resolution of customer concerns
• Demonstrate exceptional customer service skills in handling inquiries and resolving issues
• Drive sales by effectively promoting banking products and services to customers
• Best General Insurance Performer award for two consecutive months
• Achieved highest quality score above 97 for customer resolution
• Best Employee Award for the year 2023 at Kotak RNR

• Contact potential customer to promote axis bank product, explain benefits, and close sales thought outbound calls.
• Ensure adherence to banking guidelines while meeting or exceeding assigned sales targets..

• Identify and assess customer needs to achieve CSAT
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Proficient in Adobe Creative Suite, including Photoshop, Illustrator, and InDesign, for graphic design projects
• Skilled in utilizing Canva for creating visually appealing digital marketing materials and social media content
• Experienced in implementing SEO strategies to optimize digital content for search engines and enhance online visibility