Priya Pathak
Kandivali (West)
Summary
Dynamic and results-driven professional with over 8 years of experience in Customer Relationship Management (CRM), Business Support Management (BSM), and client engagement within the banking and financial sectors. Skilled in delivering high-quality customer support, implementing client retention strategies, and enhancing digital banking adoption. Seeking a BSM/CRM role to leverage my expertise in fostering customer satisfaction and driving revenue growth.
Overview
8
8
years of professional experience
Work History
Deputy Manager II - CRM and BSM
ICICI Bank
Mira-Bhayandar
08.2022 - Current
- Delivered high-quality customer support, achieving a 95% satisfaction rate as Deputy Manager II - CRM and BSM.
- Managed B2C and B2B client interactions, increasing client retention by 20%.
- Handled 50+ C2C and B2B transactions weekly, reducing resolution time by 30%.
- Increased product adoption by 15% through proactive identification of customer and business needs.
- Improved digital tool adoption by 25% through clear communication and guidance.
- Resolved 90% of escalated cases within 24 hours through effective team collaboration.
- Achieved a 10% revenue increase through strategic cross-selling and upselling initiatives.
- Enhanced digital platform usage by 30% through personalized customer training and guidance.
Assistant Manager (Zonal Operations)
Aditya Birla Capital
Fort
09.2018 - 08.2022
- Delivered customer service as a CSE, achieving a 90% resolution rate within the stipulated TAT.
- Managed and processed over 50 claims per month, reducing processing time by 20%.
- Implemented retention strategies, increasing customer retention by 15%.
- Streamlined data management through accurate MIS reporting, enhancing data accessibility by 30%.
- Generated 20+ qualified leads per month, contributing to a 10% increase in revenue.
- Coordinated branch operations efficiently, fulfilling operational needs in a timely manner.
Customer Relationship Officer
Acko General Insurance
Goregaon East
12.2017 - 12.2018
- Delivered customer relationship management, achieving a 92% satisfaction rate.
- Resolved 30+ customer issues daily, maintaining a 95% resolution rate.
- Implemented retention strategies, reducing churn by 15%.
- Managed store operations with 98% accuracy in financial and inventory management.
- Generated 10+ business leads per month through proactive engagement.
Customer Relationship Officer
Toyota LakozyAuto Pvt. Ltd.
Malad West
12.2016 - 12.2017
- Managed customer interactions, achieving a 90% satisfaction rate.
- Increased retention by 15% through proactive engagement.
- Handled store responsibilities with 98% accuracy in daily operations.
- Resolved customer issues within TAT, minimizing complaints.
- Generated 5-10 business leads monthly.
Education
MBA -
DY PATIL
08-2025
B.Com -
SNDT Women University
Mumbai12.2016
HSC - Commerce
SNDT Women University
Mumbai12.2012
SSC -
Adukia Balika Vidyalaya
Maharashtra12.2010
Skills
- Tally 09 ERP
- MS Office
- PowerPoint
- Desk Top Publishing
- Accountancy
- Web Designing
- Windows
- Analytical skills
- Problem-solving skills
- Oral communication
- Written communication
- Team facilitation
- Leadership
Languages
English
Proficient
C2
Marathi
Proficient
C2
Hindi
Proficient
C2
Timeline
Deputy Manager II - CRM and BSM
ICICI Bank
08.2022 - Current
Assistant Manager (Zonal Operations)
Aditya Birla Capital
09.2018 - 08.2022
Customer Relationship Officer
Acko General Insurance
12.2017 - 12.2018
Customer Relationship Officer
Toyota LakozyAuto Pvt. Ltd.
12.2016 - 12.2017
MBA -
DY PATIL
B.Com -
SNDT Women University
HSC - Commerce
SNDT Women University
SSC -
Adukia Balika Vidyalaya