Paras Lalan
Dombivali, Thane
Summary
Resourceful Assistant Manager in Customer Service, known for high productivity and efficiency in task completion. Skilled in conflict resolution, team leadership, and performance analysis to enhance customer satisfaction. Excel at communication, problem-solving, and adaptability, ensuring smooth operations and quality service delivery.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Manager, Customer Service
Kotak Mahindra Bank Ltd
Mumbai
08.2022 - Current
- Provided customer service and assistance to customers in resolving issues and concerns.
- Assisted in the development of new processes to improve customer service efficiency.
- Coordinated with other departments to ensure customer satisfaction.
- Trained and supervised customer service staff on policies, procedures, and best practices.
- Resolved escalated complaints from customers in a timely manner.
- Maintained accurate records of customer interactions for future reference.
- Generated monthly reports on key metrics such as average response time, resolution rate.
- Responded to customer inquiries regarding account information, transactions, and services.
- Advised customers on financial products and services that best suited their needs.
- Researched and resolved customer complaints in a timely manner.
- Conducted regular follow-ups with customers to ensure satisfaction with services provided.
- Educated customers about the features of different financial products available at the bank.
- Participated in team meetings to discuss strategies for improving customer service standards.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Identified transaction errors when debits and credits did not balance.
Freelancer
Self Employed
Mumbai
08.2021 - 07.2022
- Provided advice and guidance to clients regarding mutual fund investments.
- Managed client portfolios to ensure maximum return on investments while minimizing risk.
- Responded promptly to customer inquiries regarding mutual fund investing options.
- Maintained up-to-date knowledge of industry regulations, laws, and best practices related to mutual funds.
Back Office Executive
S. K. Securities and Investments
Navi Mumbai
06.2017 - 07.2021
- Developed and maintained relationships with financial institutions, brokers, and mutual fund companies.
- Monitored daily transactions to ensure accuracy of trades.
- Executed buy and sell orders for clients using various trading platforms.
- Maintained accurate records of all transactions in compliance with regulations.
- Monitored and reconciled various mutual fund transactions on a regular basis.
- Provided assistance to internal departments regarding mutual fund operations.
- Maintained accurate records of all mutual fund activities within database systems.
- Interacted with external vendors such as brokers, custodians, transfer agents.
- Coordinated the processing of shareholder redemptions and exchanges.
- Responded to customer inquiries regarding their investment portfolios.
- Provided advice and guidance to clients regarding mutual fund investments.
- Researched and analyzed various funds, stocks, bonds, and other investment products.
- Monitored the performance of existing investments and recommended changes as needed.
- Responded promptly to customer inquiries regarding mutual fund investing options.
- Maintained up-to-date knowledge of industry regulations, laws, and best practices related to mutual funds.
Back Office Executive
Vertical Solution
Mumbai
01.2015 - 03.2017
- Compiled and maintained records of customer accounts and invoices.
- Processed customer orders accurately and efficiently in accordance with established procedures.
- Handled incoming calls from customers regarding inquiries or complaints.
- Resolved customer issues promptly and professionally while adhering to company policies and procedures.
- Managed database systems for tracking customer information and sales activity.
- Reviewed all incoming emails from customers, responded appropriately and escalated complex queries where necessary.
- Ensured compliance with regulatory guidelines pertaining to back office operations.
- Assisted in training new employees on back office procedures.
- Provided technical assistance in troubleshooting software issues experienced by customers.
Education
Bachelor of Commerce - Commerce
University of Mumbai
Mumbai04-2017
Higher Secondary Certification - Commerce
Mohindar Singh Kabal Singh English High School
Thane02-2013
Secondary School Certification -
R. S. G. K. R. Vidyalaya
Thane03-2011
Skills
- Staff Training and Development
- Innovation and Creativity
- Performance Tracking
- Customer service expertise
- Project Management
- One Call Resolution
- Handling Escalations
- Complaint resolution
- Service Delivery Optimization
- Relationship Building
- Focused on customer satisfaction
- Research and due diligence
- MS Office
- Superior computer skills
- Problem-Solving
- Product Knowledge
- Relationship building and management
- Professional ethics
- Strong sense of banking ethics
- Problem-solving aptitude
- Organizational Skills
- Customer Relationship Management
- Microsoft Outlook, Word, and Excel
- Goal-Oriented
- Customer Service
- Quality Control
- Continuous Improvement
- Adaptability and Flexibility
- Team Leadership
- Excellent Communication
- Report Preparation
- Teamwork and Collaboration
- Time management abilities
Languages
Gujarati
First Language
English
Upper Intermediate (B2)
B2
Hindi
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Certification
- NISM-Series-V-A: Mutual Fund Distributors Certification Examination.
- NISM-Series-VII: Securities Operations and Risk Management Certification Examination
Accomplishments
- Rising star gold award in implementing Sales force software for query resolution.
Timeline
Assistant Manager, Customer Service
Kotak Mahindra Bank Ltd
08.2022 - Current
Freelancer
Self Employed
08.2021 - 07.2022
Back Office Executive
S. K. Securities and Investments
06.2017 - 07.2021
Back Office Executive
Vertical Solution
01.2015 - 03.2017
Bachelor of Commerce - Commerce
University of Mumbai
Higher Secondary Certification - Commerce
Mohindar Singh Kabal Singh English High School
Secondary School Certification -
R. S. G. K. R. Vidyalaya
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