Pooja Rana

• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Identified individual employee's unique work styles and adapted management methods.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Set and managed schedules to give proper coverage to required areas and meet customer service demands.
• Provided coaching and counseling to 16 employees to encourage professional growth as well as meet short and long-term goals.

· I joined Erstwhile IDFC Bank in May 2018 as a Banker on call

· Basis my individual performance I have been appointed as a Team leader on September 2020

· Rated 5 for the consecutive 3 years

· Basis the consecutive performance I have been promoted to grade Deputy Manager on April 2022.

· Awarded as best Sales star - leader for Q1 2021-2022

· I was a part of multiple projects and shared end-to-end inputs to meet the business standard.

• Awarded with Exemplary Dedication and Performance for quarter-(2016-2017).

• Awarded Best SQ score in year 2017.

• Based on my satisfactory performance I have been moved to privilege banking support function in 2017-18.

I joined IDBI Bank as Officer in Retail Liabilities process. Based on my satisfactory performance I have been moved to privilege banking support function since Jun 2017 then assigned to wealth management team where I used deal with HNI clients.

Work Profiles.

· Handling escalations of HNI privilege customer’s query related to their accounts.

· Handling all types of dispute cases related to debit cards.

· Offering cross sell products in Credit card, like – PL CC, LI, GI

· Reporting fraud transaction disputes to second level team.

· Taking end-to-end follow up for senior management escalated cases.

· Always worked on all three aspects, which influences Service Level, turnaround time (TAT), Productivity and Adherence.

· Coordination with personal lending team to facilitate loans for customers.

· Administered various complaints in banking hall and provided efficient resolution.

· Analyzed customer requirements and recommended services and products accordingly.

· Ensured compliance to all service standards to deal with various client issues.

· Managed customer demands and if required introduced to segment specialists.

· Providing resolutions to the customer up to their expectations by co-coordinating with concern FPRs.