Summary

Overview

Work History

Education

Skills

Professionalmilestones

Accomplishments

Languages

Certification

Timeline

Pavan Kumar Adiraju

Hyderabad

Summary

Experienced client relationship manager with a proven ability to cultivate and maintain strong partnerships. Skilled in understanding client needs, providing personalized solutions, and ensuring customer satisfaction. Proficient in building rapport and trust to foster long-term relationships.

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

19

19

years of professional experience

1

1

Certification

Work History

Client Relationship Manager

Berkadia Services India Private

Hyderabad

12.2006 - Current

Displayed superb coaching skills by training 13 CRM’s; brain behind introducing and streamlining operational procedures
Received considerable appreciations calls & emails from the Borrowers for the best services and support provided as a Client Relations Manager
Conducted regular meetings with clients to discuss their current requirements.
Resolved complex issues between customers and internal teams in a timely manner.
Advised senior management on best practices related to client relationship management.
Developed and maintained relationships with clients to ensure customer satisfaction.
Identified new business opportunities through research and analysis of client needs.
Provided technical support to customers when needed during product demonstrations or onboarding processes.
Provided timely responses to customer inquiries, requests, and complaints.
Served as an escalation point for unresolved customer issues or disputes.
Collaborated with stakeholders across departments to ensure high-quality customer service delivery.
Developed and maintained strong relationships with clients to ensure customer satisfaction.
Generated monthly performance reports on key metrics.
Addressed inquiries from clients and department team members.
Maintained up-to-date knowledge of competitor offerings to distinguish and communicate competitive value.
Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.

Executive – Operations

Axis Bank

03.2005 - 12.2006

• Handled Vendor Management, Cash Operations, End to End Outward & Inward Clearing Cycle Management.

• Ensure adherence to the turnaround time and control standards and other key reporting guidelines. Managing internal controls and guidelines

• Managed branch operations, provide guidance on operational issues and handle escalations and query resolution.

• Responsible for CTS clearing activities and coordination with the grid for resolving of issues.

• Respond to audit queries and ensuring procedures are meeting the audit requirement.

Education

MBA - Finance

MBA Finance

Osmania University

Skills

Effective negotiation
Opportunities Identification
Customer Engagement
Problem-solving aptitude

Relationship building and management
Time management abilities
Adaptability
Task Prioritization

Professionalmilestones

Berkadia Services India Private Limited, Hyderabad, Client Relationship Manager, Displayed superb coaching skills by training 13 CRM’s; brain behind introducing and streamlining operational procedures., Received considerable appreciations calls & emails from the Borrowers for the best services and support provided as a Client Relations Manager., Resolved concerns and answered questions for parties involved with each transaction to ensure successful., Point of contact internally for escalated issues with Clients and or Client Relations staff., Provided leadership, mentoring, and training for associate staff members and business clients., Collaborated with colleagues and staff to ensure fast and accurate work flow., Ensure client service expectations are met and exceeded while balancing the risk and exposure., Participate in conference calls with staff on Client related issues as needed., Communicate repetitive issues/gaps to senior management – keep direct manager abreast of Client concerns., Created and maintained shared network resources, documentation, and processes., Worked with Transformation process in reducing the manual intervention on a particular tool in Sales Force & getting that implemented in the process. Also worked with Polaris team on various automation processes.
Berkadia Services India Private Limited, Hyderabad, Team Leader/Manager, Led the project in capacity of a Lead and provided leadership to a team of 60 FTE’S involving 3 Team Leaders, Process Experts, Senior Analysts, and Analysts., Pioneering in ensuring hassle-free changeover and amalgamation of major changes to Cash Management Loans as per Loan Agreements., Accorded for delivering the productivity goals within the quality and deadlines commitments, through a team of Cash Management Analysts/Financial Statement Analysts.

Accomplishments

Emails from clients were received, and they were handled smoothly and promptly.
Appreciation from Internal and external client's
Received H5 awards

Languages

English

First Language

English

Proficient (C2)

C2

Telugu

Proficient (C2)

C2

Hindi

Upper Intermediate (B2)

B2

Certification

• CMS – 1 Certification 2015,

• CMS – 2 Certification 2017

• Completed Great Hiring Decisions, in-house training programs conducted for Managers.

Realizing Leadership Potential Outbound Intervention

Timeline

Client Relationship Manager

Berkadia Services India Private

12.2006 - Current

Executive – Operations

Axis Bank

03.2005 - 12.2006

MBA - Finance

MBA Finance