Manohar Jha
Mumbai
Overview
9
9
years of professional experience
Work History
Customer Experience Mgr.
Pine Labs Pvt Ltd
Mumbai
10.2023 - Current
- Nurturing the given portfolio and book size in terms of volume generated via EMI, gross transaction volume, POS, payment gateway, etc.
- Developed customer service strategies to enhance user satisfaction and engagement.
- Collaborated with cross-functional teams to align customer experience initiatives with business goals.
- Managed customer inquiries through various channels, ensuring prompt and effective resolutions.
- Meeting with key stakeholders of the bank, such as regional managers, zonal managers, and general managers, to take feedback and enhance the merchant experience.
Customer Experience Manager
Credit Saison India Pvt Ltd
Mumbai
04.2023 - 10.2023
- To manage the contact center with the team leader, quality, and trainer.
- Leading the SME Loan Retention Team and maximizing the retention book size of existing customers, while reducing churn.
- To monitor call quality, email quality, and train agents with the best practices of customer satisfaction.
KAM Account Manager
Pine Labs Pvt Ltd
Mumbai
03.2022 - 04.2022
- Managed client relationships to ensure satisfaction and retention.
- Developed account plans to align with client goals and objectives, and assisted them with the best digital payments solution.
- To nurture the account and given portfolio by scaling up POS, EMI volume, UPI volume, etc.
Relationship Officer
Citibank India
Mumbai
07.2018 - 02.2022
- Resolved customer inquiries and account issues with efficiency and precision.
- Handled escalations via social media and nodal desk to ensure comprehensive resolution.
- Cross-sold products, including quick cash loans, add-on cards, and insurance solutions.
Team Leader
Tata Business Solutions Pvt Ltd
Mumbai
11.2016 - 06.2018
- Led a team to execute daily operational tasks efficiently. Managing escalations that come from different channels, such as email, calls, etc.
- Ensuring timely login, shrinkage, managing AHT, CSAT, NPS, and 90% quality.
- We used to cross-sell bill pay services, add-on cards, loans on the phone, priority pass, etc.
Education
MBA - Marketting
Biju Patnaik University
Rourkela Steel City, Odisha06-2016
Bachelor of Science - Computer Science
Govt College of Science & Commerce
Rourkela Steel City, Odisha05-2014
Skills
- Customer relationship management
- Cross-functional collaboration
- Merchant experience enhancement
- Account Management and business development
Accomplishments
- I was awarded champion in athletics consistently for three years in my schooling career
- I have more than 25 certificates/medals, comprising gold, silver, and bronze, in the interschool sports championship
Timeline
Customer Experience Mgr.
Pine Labs Pvt Ltd
10.2023 - Current
Customer Experience Manager
Credit Saison India Pvt Ltd
04.2023 - 10.2023
KAM Account Manager
Pine Labs Pvt Ltd
03.2022 - 04.2022
Relationship Officer
Citibank India
07.2018 - 02.2022
Team Leader
Tata Business Solutions Pvt Ltd
11.2016 - 06.2018
MBA - Marketting
Biju Patnaik University
Bachelor of Science - Computer Science
Govt College of Science & Commerce
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