Kunal Naik

•Managing the company's social media sites and responding to questions, issues, fraud potential cases, MD tagged, RBI and customer escalation.

•Managing all social media networks, including LinkedIn, Facebook, Twitter, and Instagram, on a daily basis.

•Ensure that policy requirements are fulfilled, including completion of the appropriate forms.

• Co-ordinating and exploring business opportunities and faster resolution time with appropriate close looping.

•Persuade prospective clients to engage in a phone conversation and through email.

•Liaising with various stakeholders in the organization to ensure that customer complaints are resolved quickly and effectively.

• Handling customer escalations received through Social Media (Twitter, Facebook, Instagram, play store, Google my business, LinkedIn, NCH etc.) and email.

• Ensuring customer feedback, queries, requests and complaints (pertaining to Retail Liabilities, Credit Cards and Retail Assets - Consumer Banking) received on Social media and email are attended to, by raising them to the appropriate stakeholders.

• Actively working with the Senior Management to resolve the complaints of the customers thereby improving the services provided to them.

• Taking initiatives with the help of Business Development Team to ensure that the complaints of the customers are handled on top priority basis.

• Ensuring Root Cause Analysis (RCA) is in place to check if there is any requirement of change in product features, product/process training for the front desk staff.

• Liaise with the core process teams with the feedback of the customers to enhance the product/process features.

• Identifying and evaluating key risks in current processes and contributing to establishing audit scope.

• Handling Customer Complaints & Requests which is escalated on Emails and Phone Calls
• Helped Customer related Payment issue and Machine (Payment Accepting Machine)

• Managed the routine Inbound calls for Booking, cancellation and Flight Details
• Maintained professional and dedicated relationship with Customer to inform them with their best possible manner