Rachana Bathe
Pune
Summary
Dynamic leader with a proven track record at Axis Bank, enhancing merchant relationships and leading teams to exceed sales targets. Expert in Merchant Acquiring Business and adept at relationship management, I significantly improved service delivery and fraud detection strategies. Skilled in team building and portfolio management, I consistently achieve ambitious business development goals. Experienced sales professional with a successful history of driving sales and building client relationships. Proficient in identifying customer needs, providing tailored solutions, and closing deals effectively. Skilled in communication, negotiation, and problem-solving. Strong team player with a proactive approach and a dedication to achieving targets. Multi-talented Sales Assistant adept at handling any store department. Talent for inventory management and documentation. ambitious in advancing personal expertise and company sales performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Relationship Manager
Axis Bank Ltd.
West Region
06.2016 - Current
- Efficiently handling the Merchant Acquiring Service Team for the West Region (ROMG/MP/Gujarat).
- Analyze the daily business of the region.
- Handling a team of 20 Axis Sales Resources at their respective locations.
- Handle customer queries, complaints, and ensure their efficient resolution.
- Handling the field team for merchant relationships and chargeback/hold fund-related issues.
- Handled service-related issues of ECom or PG merchants, resolved their payment issues on TAT, checked the website for additional integration, and tried to live MIDs in the system as per requirements. Sent IPG statements regularly, and processed refunds as per requirement.
- Periodically review the vendors to ensure there are no deviations.
- Maintaining the MIS of the region to analyze business reports.
- Coordinating with branches and the central office for smooth functioning.
- Implementation of a new initiative.
- More focus should be placed on star merchants, and the market potential should be analyzed through competitor studies.
- Effective implementation of strategies for maintaining the market share by rendering prompt service to the merchants.
- Recover EDC from non-performing merchants.
- To constantly monitor and train the merchants for reducing fraudulent transactions on cards at the merchants' place.
- To keep daily track of entire merchant sales with respect to their profitability.
- Maintaining a Constant Average Merchant Service Fee (MSF) and NMDR.
- Focus on NFI (Non-Fee Income).
- Inventory management.
- Solving merchant chargeback-related issues and charge slip retrieval cases, reducing the turnaround time.
- Coordinating with branches and service providers for smooth functioning and ensuring merchant complaints are resolved in TAT.
- Lodged the merchant complaint in CCRS and resolved the query within TAT.
- Service deliverables to Corporate and Platinum Merchants in coordination with different teams, such as Operations, IT, and vendors, for installation, de-installation, payments, and other service issues.
- Ensure timely delivery of MIS reports, payment resolutions, statements, FIRC, and GST invoices. Handle various account modification requests, and proactively coordinate with the Operations team for prompt resolution.
- Handling a team of telecallers for cross-selling and volume contribution.
- Handling management escalation cases within the given TAT period of time, and ensuring end-to-end resolution to the merchant, and closure of the respective case.
- Handling social media, PNO escalation cases, and ensuring resolution within the given TAT period, with end-to-end resolution and closure of the case.
- Chargeback and retrieval requests handling.
- Catering to the day-to-day needs of merchants for flawless service.
- Assisting events organized by merchants for uninterrupted services in terms of EDC functionality.
- Addressing quick resolution to service issues by merchants, by arranging FSEs, providing adequate and timely rolls delivery, machine upgrades/replacements, and technical assistance.
- Achieve service level and productivity targets for the team.
- Retaining the merchant to use a retention tool offers a better plan, preferred pricing, and resolves their complaints.
- Provide product specialists with qualified referrals for cross-sell.
- Assisting in closing deals across all products.
- Experience in handling more than eight circles in the West.
- Frequent traveling to our location branches and merchants to ensure flawless service.
- Vital experience in cross-selling insurance products for our sister concern companies, like TATA AIG and Bharati AXA.
- Established strong relationships with clients through regular, personalized communication.
- Identified customer needs by asking questions and advising on best solutions.
- Resolved client issues and complaints promptly, maintaining trust and loyalty.
Sales Governance
Axis Bank
06.2008 - 06.2016
- Axis Bank limited: Merchant Acquiring Department - Sales Governance.
- Working as a Sales Governance professional in the Merchant Acquiring Business Department.
- Team leader handling eight team members.
- Handling ROMG region operational work for MAB Dept.
- Processing EDC applications of merchants.
- KYC and AML.
- Making and publishing contest EDMs to branches.
- Providing training to new employees.
- Bank reconciliation.
- Advised top management on best practices regarding corporate responsibility initiatives.
- Organized team activities to build camaraderie and foster a pleasant workplace culture.
- Generated regular reports from the database system detailing progress made on application processing.
- Monitored application processing procedures and ensured accuracy of applications.
- Managed a large volume of paperwork relating to application processing including filing, scanning and archiving documents.
- Provided technical assistance to staff regarding application processing and other related issues.
- Attended training sessions and seminars related to current trends in technology used for application processing.
- Reviewed medical records to ensure accuracy in application processing.
- Maintained up-to-date knowledge of fraud trends, techniques, and regulatory requirements affecting the industry.
- Illustrated financial, statistical and econometric data through technical reports and charts.
- Performed statistical analyses to identify trends, variations, patterns and insights.
- Managed a portfolio of fraud cases, ensuring timely investigation and resolution in accordance with company policies.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Prepared and presented comprehensive fraud analysis reports to senior management, enabling informed decision-making.
- Developed and implemented fraud detection strategies that decreased fraudulent activities by a significant percentage.
- Documented and reported on key risks and recommended mitigation strategies.
- Participated in the development of fraud risk management policies and procedures, ensuring comprehensive coverage.
- Developed and documented risk management systems.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Monitored chargeback rates and developed strategies to minimize financial losses due to fraud.
- Compiled and submitted regular reports to update senior management on operations and progress.
- Collaborated with IT teams to enhance system security features and fraud detection capabilities.
- Investigated customer complaints regarding suspected fraudulent activities.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
Jr. Accountant
SNDT College of Home Science Pune
01.2007 - 06.2007
- Maintaining Books Of Accounts
- Generation of Pay Bill
- Typing Of Letters / Office Correspondence
- Postage Inward/ Outward
- Bank Reconciliation
Account Officer
Snehdalan Super Shoppee
01.2005 - 01.2007
- Worked on Tally 7.2
- Billing
- Purchasing & receiving Goods
- Stock Maintaining
- Attending Enquiry
- Bank Reconciliation
- Recovery of outstanding Bills
Education
Post Graduate In Commerce -
Pune University
06-2011
Bachelor in Commerce -
Pune University
01.2007
HSC - Commerce
Maharashtra Board
01.2004
SSC -
Maharashtra Board
01.2002
Skills
- Merchant Acquiring Business
- Customer Service
- Relationship management
- Sales Planning
- Portfolio Management
- Team Management
- Business Development
- Merchant Payment Business
- Sales
- Lead Management
- Team building
- CRM software
- Effective customer communication
- Solution management
- Relationship building and management
- Banking
- Service support
- Loans
- Investment and wealth planning
- Asset management
- Risk management
- Product recommendations
- Team leadership
- Customer portfolio management
Personal Information
- Date of Birth: 02/02/87
- Nationality: Indian
- Marital Status: Married
Awards
- Awarded for ‘Long Service Award’ in recognition of many years of Loyal & Valuable Service.
- Awarded for ‘Massive March 2017’.
- Awarded for ‘Yalgaar ho’ contest as pan India no 1 position with trophy.
- Awarded for best contribution in ‘MAB 50-50’- the ultimate story contest across all regions.
- Awarded for ‘All are nothing’ contest as pan India no 1 position with trophy & domestic trip.
- Awarded for ‘Beat the Heat’ contest as pan India no 2 position with trophy & domestic trip.
- Awarded for MAB MAHOTSAV Contest as Pan India No 2 position with Trophy & international trip.
- Awarded for Axis Symbiosis 1.0 & 2.0 both contest with no 1 position trophy received from Axis Bank MD.
- Awarded for payment Icon Award across from all segments no 4th Position with Trophy & international trip at Europe.
Hobbies and Interests
- Reading
- Music
- Playing chess
Otheractivitiesandachievements
- Represented Pune University in Chess Tournament in the year 2004-05.
- Represented College Chess Team for the year 2004 to 2006 as Team Leader.
- Awarded best Chess Player of the year From College in the year 2004-05.
Educationalbackground - Professionalqualification
- Post Graduate In Commerce, Pune University, Second class
- Bachelor in Commerce, Pune University, 2006-07, Higher Second Class
- HSC In Commerce, Maharashtra Board, 2003-04, First class
- SSC, Maharashtra Board, 2001-2002, Higher second class
Affiliations
Awarded for Axis Symbiosis 1.0 & 2.0 both contest with no 1 position trophy received from Axis Bank MD
Certification
- SP Certification Done in 2022
Timeline
Service Relationship Manager
Axis Bank Ltd.
06.2016 - Current
Sales Governance
Axis Bank
06.2008 - 06.2016
Jr. Accountant
SNDT College of Home Science Pune
01.2007 - 06.2007
Account Officer
Snehdalan Super Shoppee
01.2005 - 01.2007
- SP Certification Done in 2022
Post Graduate In Commerce -
Pune University
Bachelor in Commerce -
Pune University
HSC - Commerce
Maharashtra Board
SSC -
Maharashtra Board
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