Mansi Pattani
Mumbai
Summary
Experienced ATM coordinator with a proven track record in handling ATM complaints, ensuring ATM uptime, preparing MIS, and maintaining strong follow-up. Proficient in Microsoft Word, Excel, and PowerPoint. Ensuring maximum operational efficiency and uptime of ATM networks. Committed to enhancing customer experience through seamless service delivery. Possesses excellent problem-solving and communication skills.
Overview
9
9
years of professional experience
Work History
ATM Complaints Management
HDFC Bank LTD (Grade-Deputy Manager)
2018.11 - Current
- Handled diverse ATM complaints, including cash discrepancies, non-functioning ATMs, fraud cases, and captured cards
- Analysed complaint trends to identify root causes and implemented corrective actions resulting reduction in recurring complaints
- Resolved escalated customer issues and inquiries, demonstrating strong problem-solving skills and maintaining a positive customer experience
- Collaborated with Branches and MSPs for CCTV footage, ensuring closure of CRM cases within TAT
- Implemented feedback mechanisms to capture customer insights and drive continuous improvement in service delivery
- Successfully ensured closure of all CRM cases within specified timelines.
ATM Uptime Management
HDFC Bank LTD
- Managed ATM uptime for the Mumbai region, ensuring prompt resolution of FLM/SLM calls within TAT
- Oversaw daily downtime reports and facilitated the timely restoration of malfunctioning ATMs
- Coordinated with Managed Service Providers, vendors, and internal departments for seamless operations
- Implemented preventive maintenance schedules resulting in a decrease in unplanned ATM outages
- Analyzed data to identify patterns and trends, enabling proactive measures to enhance overall ATM performance
- Prepared and presented reports to senior management, highlighting uptime metrics, performance improvements, and future recommendations.
ATM & CRM Deployment
HDFC Bank LTD
- Managed end-to-end ATM and CRM deployment projects, ensuring smooth execution from site feasibility assessment to installation and activation
- Coordinated with vendors, infrastructure teams, and legal departments to facilitate agreement signings, and ensure compliance with regulatory guidelines
- Successfully deployed both on-site, offsite, and captive ATMs and CRMs ensuring timely completion and adherence to project timelines
- Managed relocation and closure of existing ATMs and CRMs, ensuring a smooth transition and minimal disruption to services
RBI Reporting
HDFC Bank LTD
- Prepared and submitted timely reports to RBI for newly deployed ATMs, permanent closures, and other relevant transactions
- Co-ordinating with Fraud & Vigilance team, Risk Investigation, and Control team for skimming related cases in the region
- Initiated legal actions, including FIR lodging for theft attempts, ATM vandalism, and other malicious activities ensuring prompt action.
Relocation & Closure of ATMs
HDFC Bank LTD
- Coordinating ATM replacement and site closure activities with MSPs & OEMs, customers, and landlords
- Managed lease renewal and site closure cases by liaising with customers, landlords and key corporate managers
MIS Management
HDFC Bank LTD
- Generating monthly transaction reports and performance analytics for ATM uptime
- Compiled data on remote onus/offus transactions and maintained ATM master records.
Processing Officer
HDB Financial Services LTD
2015.01 - 2018.10
- Coordinated with technical teams and vendors to retrieve retained cards, and ensuring compliance with data protection and regulatory guidelines
- Conducted thorough analysis of card capture incidents, identifying trends, and potential areas for process improvement
- Managed end-to-end cheque-related processes for the organization, overseeing the timely and accurate processing of cheque deposits and clearances
- Conducted regular audits and reconciliations of cheque transactions, identifying discrepancies and implementing corrective actions.
- Coordinated with vendors and internal stakeholders to address site-related challenges and ensure seamless ATM operations.
- Maintained a detailed database site-related information
Education
MBA (Banking & Financial Management) -
Narsee Monjee Institute of Management Studies
Mumbai2023
B.COM (Banking & Insurance) -
Mumbai University
2014
Skills
- Problem Solving
- Vendor Management
- Customer Relationship Management
- Communication
- Regulatory Compliance
- Risk Management
- MIS Management
Accomplishments
- Received Silver star award from HDFC Bank Group head in April-June 2021 quarter for outstanding performance.
- Received Certificate of Excellence in April-June 2016 quarter for outstanding performance.
Languages
English
Hindi
Gujarati
Key Strength
- Excellent communication & interpersonal Skills
- Strong sense of responsibility and hardworking nature.
- Deadline-driven with a positive approach
- Strong learning and organizing skills
Personal Information
- Date of Birth: 10/23/92
- Marital Status: Married
Disclaimer
I hereby declare that the above mentioned information is correct to the best of my knowledge and I bear the responsibility for the correctness of the mentioned particulars.
Timeline
ATM Complaints Management
HDFC Bank LTD (Grade-Deputy Manager)
2018.11 - Current
Processing Officer
HDB Financial Services LTD
2015.01 - 2018.10
ATM Uptime Management
HDFC Bank LTD
ATM & CRM Deployment
HDFC Bank LTD
RBI Reporting
HDFC Bank LTD
Relocation & Closure of ATMs
HDFC Bank LTD
MIS Management
HDFC Bank LTD
MBA (Banking & Financial Management) -
Narsee Monjee Institute of Management Studies
B.COM (Banking & Insurance) -
Mumbai University
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