Reena Barua Azeem
Bengaluru
Summary
Results-driven Service Quality Manager with a keen focus on productivity and efficiency in task completion. Possesses specialized skills in customer satisfaction analysis, process improvement strategies, and quality control measures. Excel in communication, problem-solving, and leadership, ensuring seamless operational workflows and enhanced service delivery standards.
Overview
25
25
years of professional experience
Work History
Customer Support Manager
HSBC Bank
Bangalore
04.2024 - Current
- Coordinated with other departments to ensure timely resolution of complex customer inquiries.
- Monitored customer satisfaction levels through surveys and other methods of data collection.
- Ensured compliance with applicable laws, regulations, and industry standards relating to consumer protection.
- Building rapport with both clients and Relationship Managers will be key to success, as we work to enhance overall customer satisfaction and loyalty.
- Provided technical assistance to customers when needed or referred them to appropriate personnel.
- Identified potential areas for process optimization within the department's operations.
- Maintained detailed records of all interactions with customers using CRM software tools.
- Evaluated team member performance against established goals and objectives.
- Analyzed trends in customer behavior to identify opportunities for improvement in the customer experience.
Project Management
Home
Bangalore
09.2016 - 03.2024
- I took a career break from September 2016 to focus on family and personal interests.
- During this time, I launched a successful Baking, Arts, and Meditation startup.
- Managed startup operations and family responsibilities, honing organizational and multitasking skills.
Sr. Service Quality Manager
Kotak Mahindra Bank
Mumbai
02.2008 - 09.2016
- Managed Retail Assets service operations, ensuring quality and client satisfaction.
- Created impactful presentations and reports.
- Conducted regular audits of customer support teams to ensure compliance with quality standards.
- Identified areas of improvement in customer service processes.
- Implemented best practices for providing excellent customer service at all times.
- Monitored customer feedback to identify opportunities for improvement.
- Established metrics to measure performance against established benchmarks.
- Communicated regularly with customers regarding their feedback, concerns, or complaints.
Sr. Officer- Customer Care
ICICI Bank Ltd
Mumbai
06.2004 - 01.2008
- Coordinated meetings between departments, facilitating communication between teams.
- Oversaw quality assurance efforts to maintain high standards of product and service delivery.
- Conducted performance reviews with direct reports to provide feedback and guidance.
- Implemented process improvements to increase operational efficiency and reduce costs.
Asst. Officer- Customer Care
VI ( then Idea Cellular Ltd.)
Indore
12.2002 - 01.2004
- Assisted customers in resolving their queries and addressing their concerns in a timely and professional manner.
- Responded promptly to customer inquiries via telephone or email communications.
Team Leader-Customer Care
Airtel
Bhopal
06.2000 - 11.2002
- Developed effective relationships with customers to increase loyalty and retention rates.
- Created reports that measure the effectiveness of customer service initiatives.
Customer Service Executive
GE Countrywide Consumer Financial Services Ltd.
Bhopal
04.1999 - 05.2000
- Handling walk-in customers inquiring for loans.
- Completion of disbursal documents to ensure timely disbursement and payment done to dealer.
Education
Professional Diploma in Software Technology
National Institute of Information Technology
New Delhi01-1999
Bachelor of Science - Maths, Physics & Statistics
Barkatullah University
Bhopal,India05-1998
Skills
- Problem-solving
- Team management
- Conflict resolution
- Process improvement
- Customer satisfaction
- Training and development
- Operational leadership
- Performance evaluation
- Service quality management
- Research and due diligence
- SLA management
Affiliations
- Certified in Customer Service from IIBF.
- Certified Lean Six Sigma Black Belt from Varsigma
- Certified Lean Six Sigma Green Belt from Varsigma
Projects
CRM Project | Siebel
As a key contributor, I played a critical role in developing and implementing software for Customer Care Officers, revolutionizing our operations and enhancing customer service. Responsibilities included:
• Collaborating with the IT team to design software tailored to our service needs.
• Providing data for a robust Escalation Matrix, enabling efficient handling of escalated requests.
• Defining realistic Turnaround Times (TATs) for service requests, improving customer satisfaction.
• Ensuring seamless software integration, leading to smoother operations and reduced response times.
Complaint Reduction | Service improvement
Conducting Root Cause Analysis (RCA) on Nodal Complaints and Service Requests exceeding Turnaround Time (TAT) was pivotal. This initiative led to significant improvements in service quality and customer satisfaction:
• Identified erring units through RCA.
• Resolved core issues promptly.
• Increased TAT closure of QRC to 85%.
This successful initiative not only reduced complaints but also demonstrated our commitment to timely and high-quality service. It underscored our ability to identify and address operational bottlenecks, ultimately enhancing overall service excellence.
Net Banking | Retail Assets
In today's competitive market, providing a robust suite of online services through our Net Banking Portal for Retail Assets is essential for retaining valued customers. Offering the right services not only enhances customer satisfaction but also reduces the risk of loan closures and strengthens our competitive position. Key services to prioritize include:
1. Easy Loan Account Access
2. Online Loan Repayment
3. Access to Account Statements and Tax Certificates
4. Efficient Customer Support and Query Resolution
By ensuring seamless access to these services, we can meet customer needs effectively and differentiate ourselves in the market.
Additional Information
Microsoft Word, Microsoft Power Point, Microsoft Excel
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Bengali
Elementary (A2)
A2
Accomplishments
- Awarded for achieving Cross-Sell Targets
- Achieve Best Performer award for achieving a benchmark in Service Quality for Customer Care Team.
- Reonginition rewards towards client retention programs.
Timeline
Customer Support Manager
HSBC Bank
04.2024 - Current
Project Management
Home
09.2016 - 03.2024
Sr. Service Quality Manager
Kotak Mahindra Bank
02.2008 - 09.2016
Sr. Officer- Customer Care
ICICI Bank Ltd
06.2004 - 01.2008
Asst. Officer- Customer Care
VI ( then Idea Cellular Ltd.)
12.2002 - 01.2004
Team Leader-Customer Care
Airtel
06.2000 - 11.2002
Customer Service Executive
GE Countrywide Consumer Financial Services Ltd.
04.1999 - 05.2000
Professional Diploma in Software Technology
National Institute of Information Technology
Bachelor of Science - Maths, Physics & Statistics
Barkatullah University