MANIKANDAN T
Customer Service And Experience Executive
Dharmapuri
Summary
Motivated banking professional possessing strong commitment to quality customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
10
10
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
PB- Welcome Desk (Customer Experience Executive)
HDFC Bank Ltd Ooty
Coimbatore
03.2021 - Current
- Identify Depleting customers and control them
- Reduce or improve on Band 1 and Band 2 Customers
- Handling of cash receipts and payments and ensuring transactions are carried out within the prescribed TAT without errors
- Issuance of Pre Paid Cards
- Issuance of DD/ MC
- Executing of funds transfer, FD closure, Account Closure, Processing of Salary Uploads
- Custodian for teller box, Custodian for cheque drop box, locker master key Custodian
- Ensure error free transactions of receipts & payments
- Retail forex transactions processing
- Ensure highest level of customer service
- Ensure that outward clearing process is adhered
- ATM and CDM custodian
- Monitor large amount movements and report them as per reporting schedule and ensuring updating on the portal
- Identification and Closure of TOD accounts on regular basis Identification and Closure of High Cheque return customers beyond the threshold
- Identification of customers regularly visiting the counter and diverting them to Direct Banking Channels, including customers with high cheque returns, non-maintenance of AQB etc
- Preparation of voucher batch ticket for the day
- Processing and follow up for admin related bills/ payments Periodic exchange of keys lodged with other branch Periodic Checking of Vault Register Management of clearing/ collection cheques monitoring
- Fortnightly reporting on cash transactions over Rs.10 lacks / Report for any suspicious transactions and maintaining the AML register
- Reporting of suspense accounts, deferred accounts, accounts payable/ receivable, Reconciliation and maintenance of suspense accounts register, as per the required format and filing them Reporting of fortnightly suspense, TOD and QRS reports and filing them
- Filing of MC/ DD stub copies and cancelled instruments managing the returned cheques including proper maintenance of registers and customer intimation
- Bulk Stock Register Maintenance Printing, checking &Filing of EOD reports
- Maintenance of records, register for host entry posting
- Maintenance of Voucher Movement Register
Customer Service Officer
Axis Bank
Erode
05.2019 - 11.2020
- Assisted with timely processing of bank transactions like funds transfer, Cheques, Opening of Accounts, reconciliation of office accounts, ensuring timely resolution of customer queries and improving customer service levels
- Managed portfolio of 150 ETB portfolio
- Exploring and fulfilling the banking, financial and wealth management needs of the mapped customers
- Recommending products & services as per client financial needs and risk profile
- Managing KYC operations, including executing processes in accordance with compliance policies and overseeing the KYC control in portfolio
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction
- Generated new business and referral clients in partnership with financial advisors and branch team
- Monitor account refresh activity daily to ensure requirements of customer are met
- Perform quality reviews on new client and refresh cases, ensuring a high level of quality service before and after onboarding
- Maintain ‘Book of Work’ for new system releases and enhancements to existing infrastructure
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products
- Products include Current Accounts, forex ,Small and medium enterprises whose turnover is between 10 crore and 250 crore, products associated with current account
- Prepared daily documentation and logs, including weekly reports detailing activities
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Promoted company brand and unique offerings through personalized customer service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Intern Trainee
Newtech CNC Pvt. Ltd, Nutech CNC Pvt ltd
Chennai
06.2017 - 01.2018
- Improving Lean manufacturing process inside the company through implementing OEE
- Planning to improve the world-class standard in production through proper utilisation of resources to improve profitability
- Approval and, by Annamalai University and company, Escalate irate customers to Teller Authorizer or BM Recording complaints as per the specified process Resolving all complaints received (self, branch, other units) within the stipulated TATs
- Pertaining to Teller area Monitor all complaints received and ensure that complaints are closed within the TAT
- Ensure customer communication on closures
- Check with customers if the process of complaint resolution has been managed well Preventive complaint management
- Custodian of Deliverables at branch like Welcome Kit, Cheque Book, ATM/Debit cards, Tatkal Kits
- Delivery of deliverables to customers at branch
- EOD Stock tally of Physical deliverables held at branch stock tally report (DMS)
- Destruction of deliverables which have exceeded their retention period
- Ensure proper record of destruction of deliverables is maintained
- Ensuring compliance of KYC, identification of customer and communication of product eligibility
- Completed research, compiled data, and assisted in timely reporting.
Education
ME - Manufacturing
Engineering Annamalai University
06.2016 - 05.2018
BE - Mechanical Engineering
Aksheyaa College of Engg, Anna University
06.2011 - 04.2015
12th -
Indian Matriculation HSC School
06.2010 - 05.2011
10th -
Stmary's Matriculation School
06.2008 - 04.2009
Post Graduate Diploma - Banking and Financial Management
TIMESPRO
Coimbatore 04.2019 - 07.2021
Skills
Front desk experience
Customer service experience
Executive leadership experience
Positive customer experience
Customer experience enhancement
B2B appointment setting experience
Service to sales
Accomplishments
- Certificated NISM 5A and IRDA
- Projects
- Design and fabrication of wear analyzing machine using pin and disk method, and investigation on mechanical properties of ridge gourd fiber-polyester resin composite
- Published one international journal in " investigation on tensile and flexural strength of KOH treated ridge gourd fiber polyester resin composite" in international journal on recent and innovation trends in computing and communication volume: 3 issue: 3 April-2015
- M.E project in Industrial Engineering field, improving the Overall Equipment Effectiveness (OEE) in an industry Nutech CNC Pvt
- Ltd
- In Chennai.
Certification
PB- Welcome Desk (Customer Experience Executive) Since Mar 2021
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
PB- Welcome Desk (Customer Experience Executive)
HDFC Bank Ltd Ooty
03.2021 - Current
Customer Service Officer
Axis Bank
05.2019 - 11.2020
Post Graduate Diploma - Banking and Financial Management
TIMESPRO
04.2019 - 07.2021
Intern Trainee
Newtech CNC Pvt. Ltd, Nutech CNC Pvt ltd
06.2017 - 01.2018
ME - Manufacturing
Engineering Annamalai University
06.2016 - 05.2018
BE - Mechanical Engineering
Aksheyaa College of Engg, Anna University
06.2011 - 04.2015
12th -
Indian Matriculation HSC School
06.2010 - 05.2011
10th -
Stmary's Matriculation School
06.2008 - 04.2009