Rahul Mainkar

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Promoting strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
• Managing more than 35 player’s queries, requests and complaints received via emails and chats respectively.
• Clarifying Terms and Conditions when it is needed.
• Providing accurate and timely escalation of issues to help improve player experience.
• Assisting customers with on-going marketing campaigns
• Logging tasks in accordance with company guidelines
• Helping Payments & Fraud specialists in upholding security of company and preventing fraudulent activities.
• Advising players on responsible gaming tools and acting proactively on player's gaming patterns.
• Escalating and following up customer cases when needed.
• Stay fully up to date with Policies and Procedures.
• Any other duties associated with assisting players as requested.

• Worked with all type of customers to understand needs and provide excellent service.
• Carried out day-day-day duties accurately and efficiently.
• Offered friendly and efficient service to all customers, handled challenging situations with ease.
• Identified issues, analyzed information, and provided solutions to problems.
• Solving Customer queries through e-mail.
• Respond to customer First Time Resolution mails as per agreed business TAT.
• To ensure 100% adherence to laid down process while responding to customer emails.
• Doing necessary follow-up.

Voice and Non-Voice

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Responded to customer inquiries and concerns within set deadlines.
• Defused customer concerns with exceptional conflict and problem resolution skills.
• Listened to customers' questions and concerns to provide answers or responses.
• Given resolutions to customer within time frame.
• Raising Complaints, Request wherever is required and doing regular follow-up of complaints.
• Taking feedback against service which offer at branch or through alternative channels.
• Taking calls, interacting with customers related to their queries, providing resolutions, taking request, complaints.
• Made more than 25 calls daily to New Customer, giving proper information regarding Home Loan products.
• Also guiding customers to alternate channels which is available i.e., Online Portal, Mobile App etc.

• Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
• Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
• Interacted with more than 75 Customers daily, solved their queries related to saving bank A/c, ATM, Debit Card, Cash Related.
• Educated customers regarding Bank's other products and services (cross Selling).
• Generated leads and passing them to concerned department.
• Provided feedback to team Leaders regarding product and process and contributing to improvement, educating customers about channel migration improve efficiency as per Interactions and feedback receive.
• Made calls to open account with ICICI BANK. NRE & NRO, FCNR Account and assisting in account opening process.
• Provided proper information on NRI Products.