Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Priyanka Khatri

Priyanka Khatri

Complaints Manager
Gurugram

Summary

Experienced professional skilled in managing regulatory complaints and maintaining industry standards to address complex client issues. Proficient in utilizing CRM systems, analyzing customer feedback, and fostering clear communication within teams. Demonstrates expertise in conflict resolution, improving customer satisfaction, and implementing high-quality management practices.

Professional with strong experience in managing and resolving customer complaints. Adept at identifying root causes, implementing solutions, and ensuring customer satisfaction. Demonstrates excellent communication, problem-solving, and conflict resolution skills while fostering collaborative team environment. Reliable and adaptable, consistently driving positive outcomes and improving customer relations.

Overview

6
6
years of professional experience
2
2
Certifications

Work History

Complaints Manager

RBL Bank
Gurgaon
08.2021 - Current
  • Over three years of experience managing regulatory complaints for the RBI as part of the Complaint Management Team.
  • Managed regulatory complaints for the RBI, ensuring compliance with regulations and resolving complex client issues.
  • Utilized CRM systems, Finacle, Excel and email to categorize, track, and resolve complaints efficiently while fostering clear communication across teams.
  • Provided empathetic support to irate customers, actively listening and addressing concerns effectively.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.
  • Collaborated with other departments such as sales, marketing and product development to ensure that customer needs are met.
  • Facilitated dispute resolution between customers and internal stakeholders involved in a complaint situation.
  • Analyzed customer feedback data for trends in order to identify areas for improvement.
  • Maintained accurate records of all customer complaints, ensuring timely resolution.
  • Drafted responses to customers regarding their complaints and maintained effective communication with them.
  • Resolved customer complaints via phone and email.
  • Provided guidance and support to team members on handling difficult customer situations.
  • Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
  • Prioritized resources effectively during periods of high complaint volume while still maintaining high-quality resolution outcomes.

Branch Banking Officer

ICICI Bank
Gurgaon
11.2019 - 08.2021
  • Managed inventory levels of cash, supplies, and other resources.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Assisted customers with account opening procedures, guiding them through product selection based on individual needs.
  • Designed sales and service strategies to improve revenue and retention.
  • Increased deposit growth by promoting various saving options to customers and highlighting the benefits of each product.
  • Provided guidance on best practices for handling difficult customers or situations.
  • Organized daily workflow to maximize efficiency and productivity.
  • Implemented new operational procedures to enhance customer experience.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Improved customer satisfaction by providing exceptional service and addressing client concerns promptly.

Education

Bachelor of Arts - English

Vinoba Bhave University
04.2001 -

Skills

  • Customer complaint resolution

  • CRM system integration expertise

  • Quality assurance

  • Proficient in MS Office

  • Collaborative teamwork

  • Multitasking Abilities

Certification

Domestic Data Entry Operator (DDEO)

Timeline

Complaints Manager

RBL Bank
08.2021 - Current

Branch Banking Officer

ICICI Bank
11.2019 - 08.2021

Bachelor of Arts - English

Vinoba Bhave University
04.2001 -

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Priyanka KhatriComplaints Manager