RUCHI NITIN SHINDE

Product Support Executive with experience in supporting banking products, resolving operational issues, coordinating with IT and Operations, and ensuring compliance with regulatory and internal policies. Skilled in reporting, documentation, and stakeholder management.

• Issue Resolution.
• IT Coordination.
• Process Improvement.
• Compliance and Risk Management
• Reporting and Documentation
• Customer Support.
• Stakeholder Management.

• Delivered comprehensive support for banking products, facilitating seamless operations and prompt resolution of technical and operational challenges.
• Served as primary liaison for branches and internal teams, addressing product-related inquiries and driving issue resolution.
• Coordinate with IT and operations teams for system enhancements, bug fixes, and process improvements.
• Reviewed product performance and identified opportunities for enhancing operational efficiency and service quality.
• Assisted in handling regulatory customer complaints, and ensured timely resolution to improve customer satisfaction.
• Ensured compliance with internal policies, regulatory requirements, and risk management guidelines.
• Prepared reports on product performance, issue tracking, and customer feedback.
• Conducted training and guidance sessions for branch staff and the call center on product features and usage.

• Customer Engagement & Query Resolution: Handled product and process-related inquiries with professionalism, ensuring timely and satisfactory resolutions.
  Took ownership of customer issues, driving end-to-end problem resolution, and enhancing trust.
• Customer Experience & Growth: Improved customer service experience by fostering engagement and building long-term relationships.
  Facilitated organic growth through proactive support and personalized service delivery.
• Quality and Compliance: Ensured solutions were accurate, top-quality, and aligned with customer expectations.
  Maintained audit scores consistently in line with organizational targets.
  Adhered strictly to business and regulatory directives, ensuring full compliance with operational processes.
• Process Excellence: Streamlined workflows to enhance efficiency and service delivery.
  Monitored and maintained process compliance across multiple service channels.
• Training and Development: Conducted training sessions for PAN India branches and call centers, improving team capability and service standards.
  Mentored staff to strengthen customer-handling skills and ensure consistent service quality.

• Team Leadership & Coaching: Led a team of 25+ members, providing coaching and guidance to consistently achieve daily targets.
  Maintained discipline and motivated team members, fostering a culture of accountability and high performance.
• Workforce Management: Designed and implemented weekly rosters, effectively managing team shrinkage and ensuring optimal staffing levels. Monitored and controlled attrition rates by engaging team members, and addressing concerns proactively.
• Performance & Productivity Tracking: Created and shared daily productivity reports for each team member, ensuring transparency, and driving improvements.
  Monitored abandoned call volumes, implemented corrective measures, and reduced customer dissatisfaction.
• Quality Assurance & Compliance: Conducted daily call monitoring and feedback sessions to improve quality scores and customer experience.
  Ensured process compliance with organizational standards and regulatory directives.
• Operational Impact: Reduced shrinkage through effective roster planning and real-time adjustments.
  Improved audit scores and maintained service quality across all monitored interactions.

• ROLES AND RESPONSIBILITIES :-
• Processed sales and purchase invoices, managed day-to-day data entry, oversaw stock management, and handled payment transactions.
• Prepared journal entries and entered into system using [Software].
• Prepared bank reconciliations on a monthly basis to identify potential discrepancies between company records and bank statements.
• Assisted with preparation of monthly financial statements.