Nikhil Mendes
Summary
Results-driven client service professional with over 3 years of experience in banking, specializing in complaint resolution, stakeholder engagement, and operations management. Proven track record in improving customer satisfaction, training new teams, and driving process improvements. Recognized with multiple awards for outstanding service delivery across the West Africa and UAE markets.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Complaint Resolution Specialist
Standard Chartered Bank
01.2024 - Current
- Promoted to lead high-level complaint resolution initiatives for the UAE market.
- Directly engage with top-tier clients and internal stakeholders, including senior leadership.
- Manage backend processing of banking services and ensure alignment with service-level agreements.
- Apply in-depth product knowledge to deliver accurate, personalized solutions to clients.
- Solve complex service issues through cross-department coordination and data-driven insights.
- Collaborate with multiple internal departments to streamline backend processes.
- Prepare and present daily reports to management for performance tracking and planning.
- Led internal team management efforts by guiding daily operations, allocating tasks, and mentoring new team members.
- Gained hands-on experience in client due diligence and operational compliance.
- Supported sales enablement by identifying client needs and upselling relevant solutions.
Senior Client Care Executive
Standard Chartered Bank
11.2021 - 12.2023
- Resolved escalated client issues across two international markets, earning 40+ direct client commendations.
- Mentored 6+ batches of new hires, enhancing service quality and team effectiveness.
- Acted as floor supervisor, overseeing daily operations, quality checks, and escalations.
- Led a process optimization project that improved resolution times and reduced repeat complaints.
- Collaborated with the sales team to provide client insights and identify cross-sell opportunities.
Industrial Trainee
Tata Starbucks
12.2020 - 06.2021
- Completed advanced training in coffee brewing and latte art.
- Supervised daily café operations to ensure high customer satisfaction and product consistency.
- Earned the title of "Coffee Master" for demonstrated expertise in coffee craftsmanship.
- Industrial Trainee
- Specialization Intern (Coffee Master)
Industrial Trainee
JW Marriott
12.2018 - 06.2019
- Rotated through key hospitality departments, strengthening service delivery and guest interaction skills.
- Built a foundation in client-facing service within a luxury hotel environment.
Education
Bachelor's - Hotel Management & Catering Technology
Garden City University
01.2021
Pre-University Education - undefined
Jain University
01.2017
Skills
- Client service excellence
- Top management collaboration
- Workflow and process coordination
- Interdepartmental teamwork
- Team coaching expertise
- Financial acumen
- Effective daily report creation and presentation delivery
- Sales & Client Relationship Management
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Effective Communication & Interpersonal Skills
- Risk Assessment
- Financial services
- Assertiveness
- De-escalation techniques
Certification
- Level 1 Certified by Karnataka Wine Board & Enoteca by Madhuloka (2019)
- Best Customer Centricity Award – West Africa Market
- 5 Spot Awards – West Africa & UAE
- 4 GEM Awards – UAE Market
Hobbies and Interests
Sports, Movies
Accomplishments
- Improvements, Recognized with multiple awards for outstanding service delivery across west Africa and UAE market
- Best Customer Centricity Award - West Africa Market
- 5 Spot Awards - West Africa & UAE
- 4 GEM Awards - UAE Market
- 40+ Personalized Customer Appreciations
Timeline
Complaint Resolution Specialist
Standard Chartered Bank
01.2024 - Current
Senior Client Care Executive
Standard Chartered Bank
11.2021 - 12.2023
Industrial Trainee
Tata Starbucks
12.2020 - 06.2021
Industrial Trainee
JW Marriott
12.2018 - 06.2019
Pre-University Education - undefined
Jain University
Bachelor's - Hotel Management & Catering Technology
Garden City University
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