Nikhil Manohar Desale
Thane
Summary
2.5 Years of Experience in Service assurance and CCU Unit in IDFC FIRST BANK.1.3 Years of Experience with Kotak Mahindra Bank in Service Assurance Team as Potential escalation Officer.1.8 Years of Experience in Phone Banking at ICICI Bank Ltd, Thane as Customer Service Executive.
Overview
6
6
years of professional experience
Work History
Deputy Manager
IDFC FIRST BANK
05.2022 - Current
- Service assurance team (SAT)
- Customer Service Grievance Management Managing complaints and escalations received from the Senior Management, social media, inbound and Other Sources
- Managed all complex complaints, issues, and problems to maintain customer satisfaction
- Provided prompt, professional, and empathetic responses to customer enquiries with a focus on researching, resolving, and documenting customer concerns
- Remained calm under pressure to handle customer complaints, escalations, and solve problems
- Supervision and Governance of Email and Inbound team for complaints handling and reducing complaints by providing FTR
- Analyze and monitor customer Problem Reports (PR’s)
- Analyzing process gaps and publishing complaint reports to Sales and Ops for their corrective actions to reduce the complaints
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls
- Trained and helped colleagues manage workloads and assignments
- Mentored/handled OJT batches by keeping track of quality, First contact resolution and CSAT
Deputy Manager
KOTAK MAHINDRA BANK
02.2021 - 05.2022
- Service assurance team (SAT)
- Supervision and Governance of Email and Inbound team for complaints handling and reducing complaints by providing FTR
- Maintained positive professional working environment to optimize staff and customer satisfaction
- Managed escalations at the second-level grievance of the customers received from senior management, social media, RBI, ombudsman, inbound, and other sources
- Prepared root cause analysis (RCA's) for potential NODAL, RBI, and MD/CEO escalation cases
- Handled complaints related to CASA (Retail Liabilities) and billing and statement disputes, majorly in Credit Cards
- Followed up with customer issues that required more in-depth work to find
- Handled service requests of the customer for both Retail Liabilities and Credit card with end-to-end closure
- Managing escalations/complaints against Branch Banking with timely follow-ups
- Ensure daily productivity of minimum25 cases with backlogs and pending follow-ups to maintain the FTR and NPS
- Establish correct expectations, enforce reliefs, and resolve through effective communication
- Analyzing process gaps and publishing complaint reports to sales and Ops for their corrective actions to reduce the complaints
- Preparing case facts and filing the same for audit purpose
- Seeking senior management decision on critical cases
- Establish correct expectations, enforce relief and resolve through effective communication
- Assisting Legal team with case facts for legal cases Fraud detection and presenting complete report to Risk and Compliance for remedial action
Wealth management officer
ICICI BANK
05.2019 - 01.2021
- Serving customers for the available products and services and handled all types of wealth management escalations
- Travel card, banking, credit card all types of queries
- Addressed negative customer feedback immediately End to end closure of customer queries, requests
- Handling fraud and dispute complaints
Education
M.COM -
University of Mumbai (IDOL)
01.2021
B.COM[B.I.] -
Satish pradhan dynansadhana college of commerce, science and arts
thane (w)01.2019
H.S.C -
Shriyut sushil kumar thirani jr. college of commers and science
thane (w)01.2016
S.S.C -
Smt. Shrimati savitrdevi thirani vidya mandir
vartak nagar thane (w)01.2014
Skills
- Grievance handling
- Escalation management
- Team management
- Excel, Word, PowerPoint
- Email Process
- Excellent Communication
- Risk management
- Strong delegating abilities
- Email support
- Dynamic leadership
- Conflict resolution expertise
- Quick decision-making
- Customer relationship building
- Project Management
Hobbies and Interests
Watching web series, Reading historical books
Languages
English, Marathi, Hindi
First Language
PERSONAL DETAILS:
- Date of Birth:16thdec,1998
- Gender: Male
- Age:26 Years
- Language known: English, Hindi & Marathi
- Marital Status: Single
Timeline
Deputy Manager
IDFC FIRST BANK
05.2022 - Current
Deputy Manager
KOTAK MAHINDRA BANK
02.2021 - 05.2022
Wealth management officer
ICICI BANK
05.2019 - 01.2021
M.COM -
University of Mumbai (IDOL)
B.COM[B.I.] -
Satish pradhan dynansadhana college of commerce, science and arts
H.S.C -
Shriyut sushil kumar thirani jr. college of commers and science
S.S.C -
Smt. Shrimati savitrdevi thirani vidya mandir
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