Lakshmi K

• Provided leadership and mentorship to team of complaints resolution specialists.
• Set performance goals for team and monitored progress towards achievement.
• Conducted regular performance evaluations, delivering constructive feedback and identifying improvement areas.
• Fostered positive work environment promoting collaboration, innovation, and continuous learning.
• Oversaw customer complaints handling to ensure timely and effective resolutions per established policies.

Reviewed and analyzed complex customer issues, guiding appropriate resolution strategies.

• Acted as escalation point for unresolved complaints, collaborating with internal stakeholders to address root causes.
• Liaised with departments such as operations and compliance to address customer complaints efficiently.
• Working as an Internal Ombudsman (IO) officer and providing final internal review for customer complaints that have been partly or wholly rejected by the bank's own internal grievance redressal mechanism
• Examining complaints that were rejected or partially accepted by the bank’s internal machinery, ensuring impartiality.
• Recording "reasoned decisions" on complaints to ensure fair, transparent, and timelyresolution.Recommending suitable compensation for financial loss, harassment, or mental agony caused to the complainant.

• Handling irate customer and fixing there issue on the call or on priority basis. Customer expectation is met in each and every call. End to end resolution is been provided to the customers. Handling charge back related queries and prioritizing temporary credit. Sharing relevant feedback to front end officers for better customer support. Reducing the complaints and handling customer's queries in rapid manner for resolution. Allocating jobs and workloads to individual staff members based on their ability. Implementing new initiatives and making sure all staff understand them making sure all tasks given to staff are done on time and to the required standard. Establishing team and staff targets as a reflection of the company's objectives. Providing accurate information to senior managers on key issues.

• Handling customer calls related to the India Credit Card process, and assisting the customers on their enquiries, updating the requests on behalf of customers and complaints for the issues that are faced by customer. Achieving the daily targets set by an organization such as a Schedule adherence, quality and revenue achievements.

• Handling Escalation calls and providing a proper solutions to the customers until their issues are resolved. Conducting refreshers sessions for CSR`S to enhance their ability (about the Products) in quality and communication skills. Training new CSR`S how to handle the calls and the details of products from time to time. Complete floor Management in the absence of TL.

• Assisting the customer technically for the connectivity issues and to improve the speed of the Internet. Guiding the customer about tariff plans and helping to choose the correct tariff According to their usage. Assisting the customer in billing issues an understanding their queries and guiding them patiently to earn customer satisfaction.

• Monitoring all calls (International / Domestic) and creating the reports based on the respective calls. Finding out the positive and negative parameters of all calls and giving the proper feedback to the agent about his performance on the call.

• Making calls to the ICICI credit card holders and to convince them to utilise the offers like visa bill payment, balance transfer, internet banking and to solve the customer queries related to Credit card.