PRADEEP PRAJAPATI
Banking
Mumbai
Summary
Now. To become the most productive and efficient professional, serving the organization to the best of my ability and knowledge. Acquiring necessary skills and utilizing them for both organizational and personal growth.
Overview
7
7
years of professional experience
1
1
Certification
3
3
Languages
Work History
Deputy Manager
IDFC FIRST BANK LTD
06.2022 - Current
- Addressing queries, complaints, and instructions from ultra-HNI customers via emails and social media channels
- Overseeing performance, identifying root causes of escalations, and implementing corrective measures to prevent future issues
- Compiling and sharing daily improvement and work reports with managers
- Communicating customer experiences and feedback to officers, and senior management
- Distributing daily FAQ reports on product and process updates to team members
- Conducting training sessions for new joiners, and assisting floor managers with office queries as a mentor
- Managing the floor in the absence of the Team Manager
- Providing suggestions and feedback for product and process improvements to enhance the customer experience
- Worked with cross-functional teams to achieve goals
Deputy Manager
KOTAK MAHINDRA BANK LTD
03.2021 - 05.2022
- Handled escalation calls from Retail Liabilities and Credit Card customers, ensuring their queries and requests were processed to their satisfaction
- Adhered to banking regulations, policies, and procedures while resolving customer concerns in a professional and empathetic manner
- Coordinated and followed up with respective departments to ensure end-to-end resolution of assigned escalation calls
- Maintained quality communication and customer service standards within defined productivity and service benchmarks
- Ensured customer satisfaction and provided a consistent service experience, including timely resolution of customer issues
- Offered suggestions for product and process improvements to enhance the customer experience
Wealth Management Associate
ICICI BANK LTD
06.2018 - 02.2021
- Analysing data, and maintaining daily reports
- Identifying quality lapses, and suggesting process improvements
- Communicating customer experiences and feedback to senior management
- Educating and sensitising officers about escalated cases to prevent similar incidents
Education
B.COM - undefined
SMSC
HSC - undefined
SSC - undefined
Board: CEHJC (Mumbai Board)
Skills
Positive
Accomplishments
- Awarded the Spot-on award for FY 23-24 for delivering superior customer experience.
- Received the Service Impact Award at Kotak Mahindra Bank during FY 21-22.
- Honored as an excellent customer service executive with the Phone Banking Award in 2019.
- Member of the ICICI BANK cricket team for Mumbai.
Personal Information
Date of Birth: 12/16/95
Certification
Sebi investor certification examination
Timeline
Sebi investor certification examination
03-2025
Deputy Manager
IDFC FIRST BANK LTD
06.2022 - Current
Deputy Manager
KOTAK MAHINDRA BANK LTD
03.2021 - 05.2022
Wealth Management Associate
ICICI BANK LTD
06.2018 - 02.2021
B.COM - undefined
SMSC
HSC - undefined
SSC - undefined
Board: CEHJC (Mumbai Board)
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