Roopa Rani K
Bangalore
Summary
Results-driven professional with extensive experience in financial analysis and customer relationship management at Axis Bank Limited. Demonstrated ability to enhance service quality and achieve sales targets through strategic planning and effective communication. Skilled in implementing business process improvements and fostering teamwork to deliver exceptional customer satisfaction.
Overview
19
19
years of professional experience
Work History
Deputy Manager
Axis Bank Limited
04.2024 - Current
- Reviewed and processed NEFT/RTGS requests using Saksham Tool, ensuring timely and accurate transactions.
- Prepared detailed reports on Forex transactions, including inward and outward remittance, and issued Forex Cards to NRI customers.
- Provided premium doorstep banking services to high-priority Burgundy Customers, maintaining a monthly balance of up to five lakhs.
- Generated and managed daily service requests (20-30 per day), ensuring resolution within a 3-day Turn Around Time (TAT) for optimal customer satisfaction.
- Compiled and analyzed End of Day (EOD) reports, maintaining accurate records and supporting strategic planning.
- Converting potential walk-in customer into sales as per there requirement.
Senior Executive Officer
VI-Vodafone Idea Limited
01.2014 - 04.2024
- Achieving Postpaid, Prepaid & Data card sales target as per company norms.
- Visiting to Corporate accounts to covert into sales as per there requirement.
- Conducted analysis of customer feedback to identify improvement areas, contributing to enhanced service delivery.
- Developed and implemented business process improvements for superior customer service operations.
- Created service quality processes and monitored their effectiveness, ensuring compliance with industry standards.
- Developed and executed staff capability interventions and on-the-job training, resulting in a skilled and knowledgeable workforce.
- Managed customer concerns through efficient service channels, optimizing customer relationship management.
- Supervised order processing and fulfilment, ensuring accurate and timely delivery of services.
- Supported audit surveillance and updated service quality process flows in response to changing standards and certifications.
Customer Service Executive
Reliance World
01.2009 - 01.2012
- Effectively escalated complex complaints to the relevant internal teams, ensuring timely resolution and customer satisfaction.
- Built and maintained lasting, trusting relationships with clients through professional and empathetic communication.
- Utilized appropriate tools to provide accurate and thorough information, enhancing customer service quality.
- Met and exceeded call handling quotas, contributing to individual and team sales targets.
- Analyzed client data to identify potential products or services and recommended strategic actions to management.
- Provided timely solutions and alternatives to customer issues, maintaining a high level of service excellence.
- Maintained comprehensive client interaction logs, managed customer accounts, and organized necessary documentation.
Cashier
IKF Finance Ltd
01.2007 - 01.2008
- Managed daily cash operations, providing a positive work environment for the cashier team.
- Resolved cash tills and produced accurate till reports at the end of each shift.
- Managed check-out functions and maintained a clean and efficient check-out area.
- Handled customer service inquiries and directed complex issues to the assistant manager as needed.
- Ensured all stations were adequately supplied with cash and change to facilitate smooth transactions.
- Served as the primary contact for customer service associates, providing guidance and support.
Education
Bachelor of Arts - Puttur
Government First Grade College
Puttur06.2005
Skills
- Data Analysis
- Project Management
- Financial Analysis
- Regulatory Compliance
- Customer Relationship Management (CRM)
- Service Quality Management
- Strategic Planning
- Telecommunications Knowledge
- Business Process Improvement
- Audit and Surveillance
- Leadership
- Teamwork
- Problem-solving
- Communication
Accomplishments
- Pioneered the implementation of the Saksham Tool at Axis Bank, streamlining Forex transactions and setting a benchmark for transactional excellence.
- Led a transformative customer feedback analysis at Vodafone India, culminating in a comprehensive overhaul of service processes and elevating customer satisfaction.
Languages
- English
- Kannada
- Hindi
- Tulu
Born Day Details
Date of Birth: 05/17/85
Personal Management Skills
- Excellent inter-personal and good communication skill.
- High level of integrity and commitment with willingness to work. To work with a Positive Attitude.
- Together in a team. Together work self-confidence.
- Team leads qualities, easily adapted to any environment.
Timeline
Deputy Manager
Axis Bank Limited
04.2024 - Current
Senior Executive Officer
VI-Vodafone Idea Limited
01.2014 - 04.2024
Customer Service Executive
Reliance World
01.2009 - 01.2012
Cashier
IKF Finance Ltd
01.2007 - 01.2008
Bachelor of Arts - Puttur
Government First Grade College
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