SANTHOSH KUMAR T
Senior Customer Service Manager - Wealth Management
3/5, Iyyappan Street East Tambaram Chennai
Summary
Results-driven and highly motivated person with positive attitude and problem solving skills. Skilled in handling clients through calls and emails, with a proven track record and getting the opportunity to handle the Wealth Segment (HNI) clients. Passionate about profession and committed to delivering valued service and to contribute to the organization in handling clients.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Customer Service Manager
ICICI BANK LTD
11.2021 - 03.2023
- Joined as a Customer Service Associate in voice channel to handle inbound calls of customers query pertains to Credit Cards.
- Provided resolutions to customer with utmost care
- Moved to Email operations to resolve customer mails.
- Being part of the Escalation Team in Email channel, Resolved the cases escalated to higher level/escalation ids and resolved the case with continuous follow ups and callbacks whenever required.
- Handled 3 trainee teams of 35 members for a span of 6 months as a mentor to coach and to make them understand the product and process and aligned them to the floor.
Senior Customer Service Manager-Wealth Management
ICICI BANK LTD
03.2023 - Current
- As a Senior Customer Service Manager, given the opportunity to handle Wealth Segment clients at Email Operations for Credit Cards and Liabilities.
- Handled high sensitive clients and whenever required necessary approvals taken from superiors to provide an explicit service to the premium segment clients of the bank.
- Enhanced customer satisfaction by resolving complex issues and providing tailored solutions within TAT promised.
- Reduced customer complaints by addressing concerns proactively and implementing effective solutions.
- Developed and maintained strong relationships with key clients, ensuring long-term business partnerships.
Education
Bachelor degree - Science
A.M JAIN COLLEGE
01.2016 - 01.2019
Master - Science
D.G VAISHNAV COLLEGE
01.2019 - 01.2021
Skills
- Analytical thinking
- Multitasking
- Team management
- Positive attitude
- Time management
Certification
Typewriter Junior and Senior Grade
Timeline
Senior Customer Service Manager-Wealth Management
ICICI BANK LTD
03.2023 - Current
Customer Service Manager
ICICI BANK LTD
11.2021 - 03.2023
Master - Science
D.G VAISHNAV COLLEGE
01.2019 - 01.2021
Bachelor degree - Science
A.M JAIN COLLEGE
01.2016 - 01.2019
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