SANDESH JADHAV

Customer Service Executive – Senior Officer, IDFC First Bank.

Key Responsibilities & Achievements:

A seasoned customer service professional with extensive experience managing retail banking operations and critical escalations. Known for delivering high-quality resolutions and driving customer satisfaction through efficient handling of savings, current accounts, Loans and digital banking services.

• Customer Relationship Management: Handled inquiries on retail products and services with precision.Coordinated with customers on specific account requirements to ensure smooth operations.
• Escalation & Resolution Expertise: Led critical escalation calls related to savings and current accounts. Provided end-to-end resolution for 1st and 2nd-level escalations.Identified potential escalations and implemented preventive measures by addressing root causes.
• Process Improvement & Strategic Thinking: Offered actionable feedback to enhance customer experience and internal processes. Conducted RCA (Root Cause Analysis) for escalations and recommended strategic solutions.
• Team Mentorship & Leadership: Monitored performance of new joiners and provided on-floor assistance.Conducted call listening and email quality checks to improve onboarding efficiency. Successfully improved scorecard metrics of trainees through guidance and follow-ups.
• Digital Banking Expertise: Migrated customers to user-friendly digital platforms, showcasing adaptability to technological shifts. Managed liabilities and relationship banking services including SACA, FD & RD, and SIP programs.
• Service Assurance Desk: Promoted and transferred to manage website and email escalations.Worked across multiple Lines of Business (Retail Assets, Fastag, and Retail Liabilities) for cross-functional insight.
• Operational Excellence: Maintained batch scorecards and ensured timely actioning of follow-ups. Monitored and tracked customer requests for complete resolution and service quality.

Core Strengths & Professional Skills:

• Escalation management expertise
• Process navigation proficiency
• Multitasking and follow-up mastery
• Root cause analysis & problem-solving
• Purposeful and impactful communication
• Strong commitment to customer satisfaction

Customer Experience & Service Excellence:

• Empathetic handling of loan-related customer escalations.
• Delivery of thorough, customer-centric resolutions.
• Built lasting customer relationships through trust.
• Transformed difficult interactions into positive outcomes.

Operational Effectiveness & Issue Resolution:

• Adept in service request creation and complaint lodging
• Proactive coordination with operations, collections, and branches
• Identified and addressed root issues with accuracy
• Collaborated cross-functionally for sustainable solutions

Communication & Team Collaboration

• Clear and concise interaction with customers and internal teams
• Promoted alignment and teamwork toward shared goals
• Maintained timely communication and consistent follow-through
• Efficiently managed multiple concurrent cases