Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rahul Rokade

Mumbai

Summary

Dynamic customer service professional with a proven track record at Indusind Bank, excelling in grievance handling and customer complaint resolution. Recognized for empathetic communication and process-driven service recovery, I effectively managed over 40 escalated complaints daily, ensuring compliance with RBI standards while enhancing customer satisfaction through proactive strategies.

Overview

9
9
years of professional experience

Work History

Officer

Indusind bank pvt ltd.
07.2023 - Current
  • Deliver customer support for Cards and Banking services beginning July 2023.
  • Handling Access Plus, Vision Plus, M-Power, CRM, Microsoft Excel, Microsoft Word, and Outlook 365.
  • Coordinated communications with Managing Director, High Net Worth Individuals (HNI), Head of Services, and Nodal Escalations through calls and emails.
  • Deliver exceptional service ensuring customer satisfaction with prompt responses
  • In November 2024, I got promoted to the Grievance Redressal Department.
  • Handling escalated customer complaints across digital and branch banking channels.
  • Addressed and corrected upwards of 40 daily escalated banking service complaints
  • Coordinated prompt and effective resolution of cases escalated to Nodal Principal Desk and Managing Director’s office.
  • Streamlined grievance resolution by coordinating efforts across Operations, Branch Banking, IT, and Compliance.
  • Secured timely closure consistent with RBI grievance redressal guidelines.
  • Maintained detailed case documentation and generated MIS reports for internal audit.
  • Earned appreciation for empathetic communication and process-driven service recovery.
  • Prepare periodic MIS reports for senior management on grievance volumes, resolution turnaround, and satisfaction rates.
  • Liaise with regulatory bodies for external complaint escalations and ensure timely responses.
  • Minimized recurring complaints by implementing proactive communication strategies.

Sales Executive

Sultaniya Trade Pvt. Ltd.
Mumbai
02.2021 - 07.2023
  • Handling seven brands of Carlsberg India Pvt. Ltd., and also coordinate with Digeo Pvt. Ltd India team.
  • South Mumbai Distributors, which include 29 wine shops and 41 permit rooms.
  • Inbound calls with vendors to resolve their queries and fulfil their requirements.
  • Reconciled daily transactions, balanced cash registers, and deposited the restaurant's earnings at the bank.
  • Resolved problems or concerns to the satisfaction of the involved parties.
  • Produced sales, and productivity reports.
  • Preserved excellent levels of internal and external customer service.
  • Received, processed, and reshelved returned products to facilitate accurate inventory.
  • Supervised the pickup and delivery schedule to monitor the business and maintain an accuracy rate.
  • Updated the tracking system to enhance operations.
  • Generated accurate work orders, bills of lading, and shipping orders to manage accurate routing of materials.
  • Consulted price lists to calculate shipping, storage, and demurrage charges.

Customer Service Representative

Jubilant Food Works Pvt. Ltd.
Mumbai
05.2016 - 12.2017
  • Educated customers on special pricing opportunities and company offerings.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Made outbound calls to obtain account information.
  • Delivering of the Order by maintaining FIFO.

Education

Master of Commerce -

MAHARSHI DAYANAND COLLEGE
PAREL, MUMBAI
03-2022

BECHELOR OF COMMERS - Commerce

MUMBAI UNIVERSITY
KALINA MUMBAI
05-2020

HSC - Commerce

BHARTIYA VIDYAPEETH BHAVANS HS COLLEGE
CHARNI ROAD
02-2016

SSC - SSC

SHARDASHRAM VIDYA MANDIR BOYS HIGH SCHOOL
DADAR

Skills

  • Customer complaint resolution
  • Market trends analysis
  • Time management
  • Conflict resolution
  • SOP compliance
  • Expense reporting
  • CRM systems expertise
  • Documentation and reporting
  • Grievance handling
  • Data analysis
  • Team motivation
  • Microsoft Office proficiency
  • Budget management

Languages

  • Marathi
  • English
  • Hindi

Timeline

Officer

Indusind bank pvt ltd.
07.2023 - Current

Sales Executive

Sultaniya Trade Pvt. Ltd.
02.2021 - 07.2023

Customer Service Representative

Jubilant Food Works Pvt. Ltd.
05.2016 - 12.2017

Master of Commerce -

MAHARSHI DAYANAND COLLEGE

BECHELOR OF COMMERS - Commerce

MUMBAI UNIVERSITY

HSC - Commerce

BHARTIYA VIDYAPEETH BHAVANS HS COLLEGE

SSC - SSC

SHARDASHRAM VIDYA MANDIR BOYS HIGH SCHOOL

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