Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

REKHA PRIYADARSINI I

Assistant Manager - Collection And Retention
Chennai

Summary

Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses

Overview

7
7
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Assistant Manager

ACT Fibernet
Chennai
01.2023 - Current
  • Handling a team of 65 on collection and retention
  • Develop new plans and strategies to retain existing customers and onboard new clients
  • Work through area wise churn reason, retention plan and monthly review done with the COO
  • Working on the complaint wise feedbacks shared by the customers and bringing in new process changes and plans according to the customer requirements
  • CSAT and quality checks done on a daily basis
  • Preparing reports and reviews with the senior management on a weekly basis
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Assistant Manager- Service Analyst

Citibank N.A
Chennai
02.2021 - 01.2023
  • Monitor escalations related to NRI/domestic bank account and credit cards
  • Develop strategies to improve customer service based on the feedbacks shared by the customers
  • Quality checks for the service delivered to the clients
  • Building a positive relationship with the customers and business associates
  • Highlight issues through feedback and recommend changes in the workflow
  • Facilitated penetration of key accounts via strategic planning initiatives
  • Monitored metrics and developed actionable insights based on customer complaints and feedbacks to improve efficiency and performance
  • Currently managing a team of 20 officers
  • Experienced in customer segments like retail, corporate and private banking
  • Work with internal stakeholders and provide updates to customers
  • Handle escalation tickets and share weekly reports
  • Prepare Knowledge base documents and update them

Global Inbound Officer

Citibank N.A
Chennai
09.2016 - 01.2021
  • Deliver extraordinary customer experience by resolving issues for Citibank Products across Consumer & Corporate segment
  • Maintaining client focus, understanding client needs and driving customer satisfaction
  • Ensure process efficiency by achieving nil defects with high service quality delivery
  • Responsible for meeting targets on NPS, RSAT, FCR, Resolution Rate(RR), OSAT
  • Created plans and communicated deadlines to complete projects on time.

Education

B.com - Marketing Management

MOP Vaishnav College For Women
06.2012 - 05.2015

Bachelor Of Commerce - Ecommerce

Kalaimagal Viddyalaya Matriculation Hr Sec School
Chennai
06.2011 - 05.2012

Skills

Customer handling

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Additional Information

Awards and Recognition

  • Winner of Service Quality Contest October 2018
  • Winner of Best Mentor Award 2018 and 2019
  • Best Performer Award 2019
  • Winner of “My voice- Win your Customer award” 2019
  • Winner of “Best Trainer award” 2021 Quarter 1
  • Winner of “Best Coaching Champion award” 2022 Quarter 3

Projects Handled

  • Right size AHT
  • Defect reduction
  • RSAT
  • Customer Experience enhancement
  • Escalation reduction

Timeline

Assistant Manager

ACT Fibernet
01.2023 - Current

Assistant Manager- Service Analyst

Citibank N.A
02.2021 - 01.2023

Global Inbound Officer

Citibank N.A
09.2016 - 01.2021

B.com - Marketing Management

MOP Vaishnav College For Women
06.2012 - 05.2015

Bachelor Of Commerce - Ecommerce

Kalaimagal Viddyalaya Matriculation Hr Sec School
06.2011 - 05.2012
REKHA PRIYADARSINI IAssistant Manager - Collection And Retention