Reena Barua Azeem

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.

• Certified in Customer Service from IIBF.
• Certified Lean Six Sigma Black Belt from Varsigma
• Certified Lean Six Sigma Green Belt from Varsigma

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.

Microsoft Word, Microsoft Power Point, Microsoft Excel

• 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.