Gardening
Santhiya S
Customer Relationship Manager
Kanyakumari
Summary
Over see the daily operation of the branch. Establish consistent processes, standards and expectations for the branch to ensure ongoing performance within the company l regulatory, and legal requirements. Manage and monitor the financial performance and overall profitability of the branch.
Overview
4
4
years of professional experience
Work History
Customer Relations Manager
IDFC FIRST BHARAT LIMITED
10.2025 - 01.2026
- Developed and implemented customer feedback systems to enhance service quality.
- Cultivated strong relationships with key clients, ensuring high levels of satisfaction.
- Analyzed customer data to identify trends and recommend improvements in service delivery.
- Coordinated training sessions for team members on effective communication strategies.
- Led initiatives to enhance customer engagement through targeted outreach programs.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to align customer service objectives with business goals.
- Streamlined processes for handling customer complaints, improving response times significantly.
Branch Manager
Muthoot Fincorp Ltd
06.2024 - 05.2025
- Led branch operations to enhance customer service and satisfaction levels.
- Managed financial products, ensuring compliance with company policies and regulatory requirements.
- Trained and mentored staff to improve performance and develop skills in sales techniques.
- Analyzed market trends to identify opportunities for business growth and expansion.
- Implemented strategic initiatives that increased operational efficiency and streamlined processes.
- Developed strong relationships with clients, fostering loyalty and repeat business opportunities.
- Conducted regular performance evaluations, promoting staff development and accountability within the team.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
Senior Customer Service Executive
Muthoot Fincorp
10.2022 - 06.2024
- Supervised customer service team to enhance service quality and resolve complex issues.
- Developed training programs to improve staff efficiency and service delivery standards.
- Implemented customer feedback processes to identify areas for improvement in service offerings.
- Streamlined communication processes between departments to ensure timely resolution of customer inquiries.
- Analyzed service metrics to drive strategic decisions for operational improvements and resource allocation.
- Mentored junior representatives, fostering professional growth and enhancing team performance.
- Collaborated with management on initiatives aimed at optimizing customer engagement strategies and retention efforts.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
Customer Service Executive
Muthoot Fincorp Ltd
12.2021 - 10.2022
- Assisted customers with inquiries regarding financial products and services.
- Resolved customer complaints efficiently, enhancing client satisfaction and loyalty.
- Processed transactions accurately, ensuring compliance with company policies and procedures.
- Maintained detailed records of customer interactions using CRM systems to track service requests.
- Collaborated with team members to streamline operational workflows for improved efficiency.
- Provided training to new staff on customer service protocols and best practices.
- Conducted regular follow-ups with customers to ensure issue resolution and foster relationships.
Education
Bachelor of Engineering - Civil Engineering
Government Higher Secondary School
Munchirai05-2020
Skills
Strong work ethic
Quality assurance
CRM software proficiency
Workload management
Software CRM system proficiency
Sales forecasting
Data analytics
Customer development planning
Customer service
Problem-solving
Team member training
Decision-making
Customer relations
Customer relationship management
Account services
Sales proficiency
Interests
Reading books
Listening music
Timeline
Customer Relations Manager
IDFC FIRST BHARAT LIMITED
10.2025 - 01.2026
Branch Manager
Muthoot Fincorp Ltd
06.2024 - 05.2025
Senior Customer Service Executive
Muthoot Fincorp
10.2022 - 06.2024
Customer Service Executive
Muthoot Fincorp Ltd
12.2021 - 10.2022
Bachelor of Engineering - Civil Engineering
Government Higher Secondary School