Nitesh Jadhav
Navi Mumbai
Summary
Experienced in managing and resolving escalated customer complaints, prioritizing positive relationships. Proven ability to transform negative situations into positive outcomes while adhering to company policies. Excel in communication, negotiation, and problem-solving. Track record of significant contributions towards improving customer relationship management processes in previous roles.
Overview
3
3
years of professional experience
Work History
Assistant Manager of Customer Service
Kotak Mahindra Bank
Thane , 400604
09.2023 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
- Escalated customer issues to management for appropriate action to be taken.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
Advisor
Q Conneqt Business Solutions
Airoli, Navi Mumbai , 400708
09.2021 - 08.2023
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Monitored ongoing escalations for resolution progress.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Maintained a high level of quality assurance throughout the escalation process.
- Streamlined the grievance process by developing standardized procedures and documentation templates.
- Conducted root cause analyses to identify patterns in complaints and recommend preventative measures.
- Reduced case backlog by prioritizing urgent grievances and implementing efficient workflows.
- Coordinated with legal counsel on complex or high-risk cases, protecting company interests while advocating for clients'' needs.
- Enhanced client trust through empathetic communication and thorough investigation of grievances.
- Reduced grievances and arbitration needs by educating frontline managers on techniques for enhancing interactions between labor and leadership.
Education
BBA - Commerce
Mountain Institute Delhi
Delhi08-2021
HSC - Commerce
Sanpada College of Commerce And Technology
Sanpada. Vashi08-2018
SSC -
St Mary's Tejaswini School. Vashi.
Vashi. Navi Mumbai06-2016
Skills
- Customer Complaint Management
- Mentorship Development
- Streamlined Workflow Coordination
- Dedicated to Enhancing Customer Satisfaction
- Customer Service Orientation
- Workforce Planning
- Metric tracking
Languages
English
Proficient
C2
Marathi
Proficient
C2
Hindi
Proficient
C2
Timeline
Assistant Manager of Customer Service
Kotak Mahindra Bank
09.2023 - Current
Advisor
Q Conneqt Business Solutions
09.2021 - 08.2023
HSC - Commerce
Sanpada College of Commerce And Technology
SSC -
St Mary's Tejaswini School. Vashi.
BBA - Commerce
Mountain Institute Delhi