Lilly Priya M
Chennai,TN
Summary
Dedicated banking professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
1
1
Certification
Work History
DEPUTY MANAGER- VIRTUAL RELATIONSHIP MANAGEMENT
HDFC BANK LTD
07.2021 - Current
- Handling group of High Net worth Preferred clients
- Profiling customers and provide financial products to meet customer needs
- Deepen relationship by cross selling Banks Products and Services according to Customer needs
- Increase liability size of relationship via balances in accounts of existing customers
- Achieve monthly assigned revenue targets through effective cross- sales generating fee income across Investment, Assets, Cards and Liability products
- Strictly adhere to internal control policies and ensure that organization's activities are carried out in accordance with all regulatory, legal and regulations
- Following up with existing preferred customers and getting business
- Handling clients' base of 1500 preferred customers and portfolio size if INR100CR
SENIOR CLIENT CARE EXECUTIVE- COMPLAINTS RESOLUTION UNIT
STANDARD CHARTERED BANK- GBS
02.2020 - 10.2020
- Daily basis working on customer complaint received through various channels of the bank (Branch, Email, Social Media and Phone Banking Unit)
- Email respective team with nature of complaint to provide prompt resolution
- Interact with operational and management team to give quick and amicable closure to customer complaint within TAT
- Regular to update client on open complaints which was not resolved within proposed time
- Establish correct expectations, enforce relief and resolve through effective communication
Backup Trainer and Floor Coach
Standard Chartered Global Business Services
12.2019 - 02.2020
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Ensuring to train new joiners with both process and product knowledge.
- Monitoring Incubation team's calls and providing constructive feedback to improve call quality.
- Handling escalation calls including complaints with appropriate solutions
- Providing day to day floor supervision.
- Supervising team, performance monitoring and quality evaluation.
- Conducting weekly refresher training for team
Senior Client Care Executive- Priority Clients
Standard Chartered Global Business Services
07.2019 - 12.2019
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Conducted case management activities and services with multidisciplinary team.
- Interacted with team members across departments to research and resolve customer issues.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Senior Client Care Executive- Escalations
Standard Chartered Global Business Services
10.2015 - 07.2019
- Ensuring customer is heard throughout escalation process
- Regular status updates for all escalated service request.
- Review and identify root cause for all escalated service request and use these information to improve continuously within service delivery teams.
- In absence of manager handling team to meet BAU
- Forwarding appreciation emails to PBU from customer's end
- Sharing feedback to helpline agents in order to avoid further escalation and to maintain banks reputation.
SENIOR PROCESS ASSOCIATE– AR
OMEGA HEALTH CARE SOLUTIONS LTD
08.2010 - 08.2013
- Reporting to Manager- Standard Chartered Bank, GBS.
- Daily basis working on customer complaint received through various channels of the bank (Branch, Email, Social Media and Phone Banking Unit).
- Email respective team with nature of complaint to provide prompt resolution.
- Interact with operational and management team to give quick and amicable closure to customer complaint within TAT.
- Regular to update client on open complaints which was not resolved within proposed time.
- Establish correct expectations, enforce relief and resolve through effective communication
Education
Bachelor of Commerce - Commerce
Stella Maris College
Chennai, TN04.2010
Higher Secondary School Certificate -
St. Anne's Girls' Hr. Sec. School
Chennai, TN03.2007
Secondary School Leaving Certificate. -
St. Joseph's Matric. Hr. Sec. School
Chennai, TN03.2005
Skills
- Customer Relationship Management (CRM)
- Active Listening
- Call Center Operations
- Problem-solving abilities
- Understanding Customer Needs
- Excellent Communication
- Inbound Call Management
- Issue and Complaint Resolution
- Multitasking
- Service Upselling
- Client Retention Strategies
Certification
- Certified in Six Sigma Green Belt from AADS Education
- Certified by Association Of Mutual Funds India
- Certified by Insurance Regulatory And Development Authority Of India
Personal Information
- Date of Birth: 02/07/90
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Disclaimer
I, hereby declare that all the information furnished by me in the resume is correct and complete to my Knowledge.
Timeline
DEPUTY MANAGER- VIRTUAL RELATIONSHIP MANAGEMENT
HDFC BANK LTD
07.2021 - Current
SENIOR CLIENT CARE EXECUTIVE- COMPLAINTS RESOLUTION UNIT
STANDARD CHARTERED BANK- GBS
02.2020 - 10.2020
Backup Trainer and Floor Coach
Standard Chartered Global Business Services
12.2019 - 02.2020
Senior Client Care Executive- Priority Clients
Standard Chartered Global Business Services
07.2019 - 12.2019
Senior Client Care Executive- Escalations
Standard Chartered Global Business Services
10.2015 - 07.2019
SENIOR PROCESS ASSOCIATE– AR
OMEGA HEALTH CARE SOLUTIONS LTD
08.2010 - 08.2013
Bachelor of Commerce - Commerce
Stella Maris College
Higher Secondary School Certificate -
St. Anne's Girls' Hr. Sec. School
Secondary School Leaving Certificate. -
St. Joseph's Matric. Hr. Sec. School
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