Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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
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
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
Delhi
08-2021

HSC - Commerce

Sanpada College of Commerce And Technology
Sanpada. Vashi
08-2018

SSC -

St Mary's Tejaswini School. Vashi.
Vashi. Navi Mumbai
06-2016

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

Similar Profiles

  • Sveta Kakerla

    Sveta KakerlaSveta Kakerla

    DEPUTY MANAGER - Product Manager: Risk Monitoring at KOTAK MAHINDRA BANK- Kotak 811DEPUTY MANAGER - Product Manager: Risk Monitoring at KOTAK MAHINDRA BANK- Kotak 811

  • Parth Kiran Borse

    Parth Kiran BorseParth Kiran Borse

    Deputy Manager – Branch Operations Manager at Kotak Mahindra BankDeputy Manager – Branch Operations Manager at Kotak Mahindra Bank

  • Akhil Bansal

    Akhil BansalAkhil Bansal

    Senior Manager at Kotak Mahindra Bank LimitedSenior Manager at Kotak Mahindra Bank Limited

  • Amrita Bhadra

    Amrita BhadraAmrita Bhadra

    Priority Service Head for Tamilnadu & Kerala Locations – Consumer Banking at Kotak Mahindra Bank LtdPriority Service Head for Tamilnadu & Kerala Locations – Consumer Banking at Kotak Mahindra Bank Ltd

  • SUSHANT KUMAR

    SUSHANT KUMARSUSHANT KUMAR

    Sr Manager- CNOC Team at Reliance JioSr Manager- CNOC Team at Reliance Jio

CREATE PROFILE
Nitesh Jadhav