Neha Kirti
Mira Road,MH
Summary
Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with merchants to determine requirements and provide excellent service.
Progressive and innovative professional with strong interpersonal skills. Capable of creatively shaping and motivating a team to establish and meet objectives. Highly hardworking and resourceful. Excellent interpersonal, speaking skills, working with all levels of the organization. Effective management style that promotes mutual respect and trust in a team environment. Good in organizing information
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Video Banker
AU Small Finance Bank
02.2022 - Current
- Handling customer queries through video Banking regarding Saving Account
- Manage the digital on boarding journey for clients by delivering successful and accurate VKYC which is compliant as per the regulatory requirements, briefing customers product basics and mandatory features, advising clients on simple and routine issues to help them connect on Video calls thus delivering our prospective clients a superior customer experience
- Achieve the monthly assigned business metrics on number of successful VKYC completed, occupancy, availability, logged in hours, AHT, adherence and cross-sales generating Fee income across Investment, Assets, and Cards
- Utilize effectively all applications, tools, and databases used to process transparent end-to-end client support
- Strictly adheres to internal control policies
- Ensure that the organization activities are carried out in accordance with all regulatory, legal, and Governmental regulations.
Senior Contact Center Representative
Fiserv
07.2012 - 09.2021
- Handling Merchant queries regarding Merchandising done on terminal and Payment gateway (Web Interface) through Emails and Calls
- Resolving issues regarding Merchant’s Payment, transaction, terminal issue and providing First call resolutions
- Coordinating with internal Operation Team for payment issues and application upgradation
- Ensure there is an effective coordination with cross functional teams
- Drive continuous improvement initiatives
- Handling day-to-day email receive from merchants, Sales Department and Internal Team
- Handling chargeback dispute, funding, amendment, risk management, E-comm transactions, POS breakdown/paper roll/technical queries, and reconciliations
- Handling escalation received at Nodal Desk, Business escalation, and Social Media cases
- Highlighting core concerns/issues face by the merchant, and suggestion of process improvement in business meets
- Conducting product and process related training for new team members and process refreshers for the team
- Handling overall team in the absence of leads including que management
- Processing of refund request on behalf of merchant
- Evaluate calls and emails of the officer for temporary period
- Co-ordinating with third party team for different process related queries/escalation received from the officers
- Resolving query complaint/escalation received from clients and sales team
- Maintain process MIS and SOPs.
Customer Executive Officer
M/S DHL Express (I) Pvt Ltd
03.2011 - 02.2012
- Handling Customers query regarding door to door service, Tracking and tracing the courier details
- Providing the best and the fastest solution to the customer .Informing about Customs Paperwork’s for Both Import and Export Shipment’s, Guiding about Customs regulation.
- Implemented innovative approaches to problem-solving, resulting in an increase in positive feedback from customers.
Customer Service Executive
M/S Andromeda Pvt Ltd (Vodafone Process)
08.2006 - 08.2008
- Resolving customer’s complaints for network (Identifying and elaborating customer’s query, providing them different solutions)
- Handling Customer care, Fasttrack & HNI Cases and also worked for both Inbound and outbound process in the Department.
Assistant Manager M1
M/S Kotak Mahindra Bank Pvt. Ltd
09.2008 - 02.2011
- Handling Team, resolving customer’s query regarding his account, advising our current customer’s for different investments for his better future provisions(like Mutual Funds, Term Deposits),providing leads of Life insurance, Ace Deposits and New accounts to the Sales Team
- Handling escalated calls, resolving query of the new joiners’ in product, process, systems, and tackling calls etc
- Also analyze feedback related to the changes and addition in the process.
Education
H.S.C -
Mumbai University
01.2004 - 04.2005
T.Y.B.com - undefined
Mumbai University
01.2008 - 04.2009
Skills
Multi-tasker
Problem solver
Planner
Decision Maker
Accuracy
Highly responsible and reliable
Additional Qualification
- Cleared IRDA Exam on Nov.2009.
- Well versed with MS Excel, MS Word, MS PowerPoint, Pivot Table, V Look-Up & Internet Application.
Personal Information
- Date of Birth: 12/19/87
- Gender: Female
- Marital Status: Married
Languages
English, Hindi, Marathi and Telugu
Timeline
Video Banker
AU Small Finance Bank
02.2022 - Current
Senior Contact Center Representative
Fiserv
07.2012 - 09.2021
Customer Executive Officer
M/S DHL Express (I) Pvt Ltd
03.2011 - 02.2012
Assistant Manager M1
M/S Kotak Mahindra Bank Pvt. Ltd
09.2008 - 02.2011
T.Y.B.com - undefined
Mumbai University
01.2008 - 04.2009
Customer Service Executive
M/S Andromeda Pvt Ltd (Vodafone Process)
08.2006 - 08.2008
H.S.C -
Mumbai University
01.2004 - 04.2005
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