Hi, I’m
Lubna Mahamood Khan
Customer Service Representative
Mumbai
Summary
Assistant Manager - Customer Service Operations managing premium credit card and asset product service workflows across HNI portfolios. Drives 100% first-time resolution by resolving 100+ complex customer escalations per month, streamlining front-office and back-office processes, applying Six Sigma methods, and tightening SOP compliance. Uses MIS reporting and workflow automation to reduce query handling time and strengthen customer experience.
Overview
4
Languages
2
Certifications
8
years of professional experience
Work History
IDFC FIRST Bank
ASSISTANT MANAGER - CUSTOMER SERVICE OPERATIONS
12.2022 - Current
Job overview
- Lead operations for premium credit cards and asset products, maintaining 100% first-time resolution rate across customer queries.
- Streamline front-end and back-office workflows using Six Sigma principles to reduce handling time and improve service delivery.
- Manage operational risk for HNI portfolios through SOP compliance and accurate documentation that protects client assets.
- Prepare MIS reports on service metrics, translating operational data into practical improvements for customer experience.
- Monitor service levels across premium products to identify recurring issues and support faster escalation handling.
- Coordinate with front-end teams to keep query resolution aligned with turnaround expectations and workflow priorities.
- Support customer service operations through disciplined service delivery, documentation quality, and ongoing process improvement.
Kotak Mahindra Bank
DEPUTY MANAGER - VIRTUAL RM OPERATIONS
05.2021 - 12.2022
Job overview
- Optimized client onboarding and servicing for 200+ customers, reducing account activation TAT.
- Executed cross-sell operations for IRDA-compliant insurance, mutual funds, and investment products while maintaining audit-ready regulatory compliance.
- Analyzed service trends to drive proactive process improvements that strengthened customer retention and reduced repeat complaints.
- Coordinated with product and compliance teams to streamline current account and investment operations across daily workflows.
- Managed query resolution and escalation handling to support smoother client servicing and consistent operational turnaround.
HDB Financial Services Limited
TELE SALES EXECUTIVE - LOAN OPERATIONS
08.2018 - 04.2021
Job overview
- Processed end-to-end loan applications for personal loans, car loans, and credit cards with full documentation compliance.
- Maintained accurate lead management and customer data entry within CRM systems to support clean operational records.
- Applied RBI guidelines and internal SOPs throughout tele-calling and document collection activities.
- Supported workflow management by coordinating tele-calling follow-ups, document collection, and turnaround time adherence.
- Improved service delivery through root cause review of recurring data-entry and process issues.
Education
D. Y. Patil VidyapeethPune
Master of Business Administration from Operations
05-2027
Mumbai UniversityKankavli, Sindhudurg
Bachelor of Commerce from Commerce
05-2018
Skills
Service delivery
Process optimization
Workflow management
Regulatory compliance
Management information reporting
Workflow automation
Customer relationship management
Client onboarding
Query resolution
HNI servicing
Service metrics analysis
Customer retention management
Escalation management
Portfolio servicing
Service level monitoring
SOP adherence
Certification
IRDA, Insurance Regulatory and Development Authority Certification
Timeline
ASSISTANT MANAGER - CUSTOMER SERVICE OPERATIONS
IDFC FIRST Bank
12.2022 - Current
DEPUTY MANAGER - VIRTUAL RM OPERATIONS
Kotak Mahindra Bank
05.2021 - 12.2022
TELE SALES EXECUTIVE - LOAN OPERATIONS
HDB Financial Services Limited
08.2018 - 04.2021
D. Y. Patil Vidyapeeth
Master of Business Administration from Operations
Mumbai University
Bachelor of Commerce from Commerce