Prerana Jirage

• Identified and corrected deficient performance and behaviors to achieve maximum productivity.
• Led employee relations through effective communication, coaching, training, and development.
• Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
• Facilitated meetings to communicate team performance goals and results.
• Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
• Recruited and trained high-performing team members, maintaining optimized customer service.
• Implemented training programs to maximise team member development and potential.
• Delivered regular team meetings for aligned work towards common goals.
• Aligned team goals and objectives with organizational strategy, aiding business growth.
• Established and maintained performance, quality and service standards for professional customer care.
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Launched quality assurance practices for each phase of development
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Defined clear targets and objectives and communicated to other team members.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Coordinated team collaboration to share ideas and build best practices.
• Developed detailed plans based on broad guidance and direction.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• To engage regularly with the Imperia customers as defined by the contact policy and provide a Consistent & amp; Superior Digital Experience. Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer.
• To enhance Customer Relationships & amp; while doing so, Educate, Encourage & amp; Induce the customers to use Digital mediums for their banking transactions/ needs while keeping a & quot.
• Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed. So that the VRM becomes the top-of-the-mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRM also achieves the key performance parameters set
• Customer Engagement:
• Continuous engagement with the portfolio customers mapped (1000 groups) as per the contact policy, with accurate & amp; complete capture of interaction details.
• Call handling as per defined standards.
• Accurate resolution for customer queries.
• Promoting Digital Banking services for a superior customer service experience.
• Profiling of customers in order to aid right cross-servicing of Bank products
• Accurate logging and resolution of complaints.
• Attrition control of customers.
• Regular interactions with the customers and proactively assessing customer needs.
• Deepening relationships by cross-selling & #39 sticky products& #39 like Demat, Bill Pay, Advisory etc.
• Ensure portfolio quality of relationship while racing considering eligibility.
• Monitor large amount movements and account closure from the deposit accounts.
• Ensure retention of customers
• Achievement of portfolio parameters
• Meet the defined objectives of the Portfolio managed by respective Imperia -VRM Sales
• Right, cross-sell of products basis profiling and engagement.
• Penetration of products across groups.
• Sales across all product segments-TPP, Assets, Cards etc.
• Acquiring & amp; grouping of all related IDs of the Primary ID.
• Use of triggers to track the maturity of FDs, movement of CASA balances etc and prevent outflow.
• Ensure Staff is trained on product knowledge and requisite certifications.
• Income to be generated at a customer level.
• Interaction Quality:
• Achieve Quality benchmarks defined from time to time.
• Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.
• Audit and Service Quality:
• Ensure all laid down systems and processes are followed as stipulated by Audit and Senior Management
• Ensure accurate and timely submission of financial transactions. & amp; requests.
• Adherence to set processes of updating customer interactions in CRM next.
• MIS - Reporting:
• Ensure timely submission of Customer base review/reports as requested by Central Team / Senior Management.

Perform as primary interface for Global Management with regards to customer escalations.

Prioritize and stimulate escalations with Continuing Product Development (CPD) to ensure visibility, traction and ultimate closure.

Ensure customer is heard throughout escalation process.

Establish correct expectations, enforce relief and resolve through effective communication.

Analyze and monitor customer Problem Reports (PR’s).

Interact with GSS to ensure apt resources have been allocated and PR’s are being actively handled in right manner.

Supply regular regional status updates for all escalated Service Requests.

Identify, manage and record escalation trends and collaborate with PSE organization on product defects and trends.

Collaborate with infrastructure functions required in escalations management.

Evaluate escalation performance metrics.

Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams.

Help ensure compliance with Corporate and Regional Escalation Policies.

Focus on problem avoidance in escalation process.

Collaborate with other workgroup teams to train using process and procedures based on historical experience.

Assess impact of Corporate advisories and bulletins on existing customer base.

• Handling and resolving customer complaints/ queries over the phone
• Providing customers with relevant product and service information
• Cross-selling various banking products to customers over the phone
• Manage a variety of internal initiatives including merchandising, cross-selling, customer retention programs and promotional campaigns.
• Service customers with management accounts and make appropriate product recommendations.
• Secure and obtain accurate patients demographics, financial information, and maintain confidentiality on all patient records.
• Interact with commercial business, insurance, business development and investment partners to identify cross-selling opportunities, while meeting customer needs.