NIKTE MADAR
Navi Mumbai
Summary
Experienced Banker specializing in personalized banking services through virtual channels. Committed to delivering exceptional customer experiences. Dedicated to fostering a positive work environment that promotes growth and development. Excited about leading high-performing teams to drive success and achieve outstanding results.
Overview
10
10
years of professional experience
Work History
Deputy Manager
IDFC First Bank
09.2023 - Current
- Serve as the primary point of contact for escalated customer complaints and issues, ensuring timely resolution and customer satisfaction.
- Investigate and analyze root causes of escalations to identify trends and implement process improvements to prevent future issues.
- Handled customer email inquiries and resolved issues in a timely and professional manner.
- Provided product information, processed orders, and assisted customers with account maintenance.
- Escalated complex issues to appropriate departments for resolution and followed up to ensure customer satisfaction.
- Maintained accurate customer records and documentation of interactions.
- Maintain detailed records of escalated cases and communicate updates to customers and internal stakeholders.
Assistant Manager Service & Product Expert
AU SMALL FINANCE BANK
03.2021 - 07.2023
- Handling Service Calls and guiding the new joiner for effective pitching on call and how to build good repo with customer for high volume of transaction on Video call.
- Refresher training sessions on product & soft skills for the executives to ensure perfection.
- Conducting collective and Individual quality feedback session for agents on Area of Improvement.
- Implemented staffing strategies to secure qualified personnel to meet business demands.
Senior Executive Officer
Hinduja Global Solutions
08.2020 - 03.2021
- Customer care executives play a crucial role in ensuring customer satisfaction and building positive relationships with clients:
Executive on call (RBL)
Teleperformance (RBL)
06.2018 - 07.2019
- Handling inbound calls and solving the queries of customer, Related to transection's, Net banking, Mobile Application.
- Delivered high level of service to customers in effort to build upon future relationships.
- Cross selling for the mutual funds, SIP, Insurance and etc.
Senior Sales Executive
Smart People services (Vodafone)
09.2015 - 01.2018
- Out calling the customer and informing about the post paid and pre paid plans for their SIM Card.
- Effective pitching on Post paid sim with unique and personalize numbers.
- Working on the target Sheet to maximize the sales and productivity.
- Delivering the After Sales Service before the Plan expires.
- Working on retention and acquisition on customer base etc.
- Demonstrated products to show potential buyers benefits and advantages and encourage purchases.
- Landed new customer accounts through consistent combination of perseverance, dedicated cold calling and exceptional service.
Education
BACHELOR OF MASS MEDIA - Mass media and journalism
Siddharth College of Commerce And Economics
10-2020
Skills
- Certified Video banker
- Lean Six Sigma Quality certified (Green Belt)
- Microsoft Excel
- Microsoft Outlook
- Microsoft Word
- Microsoft PowerPoint
- Corel Draw
- SFDC
- Finacle
- CRM
- DLM
- DCMS CRM
- RCA reports
Languages
English
Hindi
Marathi
Kannada
Timeline
Deputy Manager
IDFC First Bank
09.2023 - Current
Assistant Manager Service & Product Expert
AU SMALL FINANCE BANK
03.2021 - 07.2023
Senior Executive Officer
Hinduja Global Solutions
08.2020 - 03.2021
Executive on call (RBL)
Teleperformance (RBL)
06.2018 - 07.2019
Senior Sales Executive
Smart People services (Vodafone)
09.2015 - 01.2018
BACHELOR OF MASS MEDIA - Mass media and journalism
Siddharth College of Commerce And Economics
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