Nileena Mahendrakumar
Summary
Senior manager team lead in Grievance Management.
Overview
10
10
years of professional experience
Work History
Team Lead - Senior Manager
Mashreq Bank
01.2024 - Current
- To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs.
Team Lead - Senior Manager
L&T Finance
07.2023 - 01.2024
- Review and approve resolutions for customer complaints before sharing final communication to Customers.
Manager (Wholesale Banking-CVM)
IDFC FIRST BANK
05.2019 - 07.2023
- Responsible to provide adequate and quick resolution to all the escalated complaints.
Sales and Marketing Manager
BUILDMART INFRA PRIVATE LIMITED
06.2018 - 04.2019
- Expanding company's reach among the Architects and Interior Designers.
Deputy Manager
HDFC BANK
09.2016 - 11.2017
- Balances in a/c's of existing customer.
Assistant Manager
AXIS BANK
06.2014 - 08.2016
- Conducts outbound marketing calls and scouts for new leads and referrals to generate business.
Education
PGDM - Marketing And Retail Management
ITM Business School
Mumbai06.2014
Skills
Grievance management,team handling, customer service, escalation handling
undefinedAccomplishments
- In lesser term of experience in this organization have ensured to close maximum outside TAT cases by liaising up with different team and ensuring close loop with the team.
- Have achieved 100% complaint case closure within TAT for complete financial year by handling a team of 22 team members for Retail Liability, Credit card and Retail Asset.
- Have achieved casa book value and got qualified in mid-year campaign.
- Have enrolled top most architects and interior designer to the club and have made book-size from zero to 550 members in a span of 10 months.
- Have achieved 50 lakhs of insurance target and got recognised and was rewarded by Zonal head.
- Got recognised by performing 100 units of sip in a day and was rewarded by Cluster head.
- Awarded as outstanding performance for achieving YTD target.
- Was awarded as emerging star for performance in General insurance.
- Was awarded in qualifying in West region Axis Direct wave
Personal Qualifications
- PGDM-RMM(Retail Management & Marketing), ITM Business School, Kharghar, 2014
- B.M.S (Mumbai University), Pillai College of Arts Science & Commerce, 2012
- Class XII (Maharashtra State Board), Atomic Energy Junior College, 2008
- Class X (CBSE), Atomic Energy Central School, 2006
Personal Information
- Date of Birth: 03/26/91
- Gender: FEMALE
Timeline
Team Lead - Senior Manager
Mashreq Bank
01.2024 - Current
Team Lead - Senior Manager
L&T Finance
07.2023 - 01.2024
Manager (Wholesale Banking-CVM)
IDFC FIRST BANK
05.2019 - 07.2023
Sales and Marketing Manager
BUILDMART INFRA PRIVATE LIMITED
06.2018 - 04.2019
Deputy Manager
HDFC BANK
09.2016 - 11.2017
Assistant Manager
AXIS BANK
06.2014 - 08.2016
PGDM - Marketing And Retail Management
ITM Business School
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