Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
Generic

Sarita Tamang

Gurugram

Summary

Dynamic professional with extensive experience at RBL Bank, excelling in advanced customer service and conflict resolution. Proven track record in managing escalated complaints and driving process improvements. Adept at drafting regulatory responses and mentoring teams, fostering a culture of excellence and collaboration. Committed to delivering exceptional customer satisfaction and effective stakeholder management.

Overview

11
11
years of professional experience

Work History

Assistant Manager Complaint Management

RBL Bank
02.2022 - Current
  • Handling all Escalated Customer Complaints of Card member which they have escalated to RBI, NCH (National Consumer helpline) and CPGRAM.
  • Working at Grievance Cell as handling level 5 escalations, from Govt. Regulatory.
  • Managing complaints handling through both telephonic conversations with the customer as well as official responses to complaints via letters post legal and Compliance unit’s alignment.
  • The Scope of Work Covers Research, Collating Information and Documents, Achieving Resolution by Influencing Corrective actions through relevant linkages, speaking to & writing responses to the Customers, Govt. Agencies, requires interaction with the Senior Management.
  • Analyze Trends and Specifics of Correspondence Handled to Derive A Thorough Root-Cause Analysis, Department Wise.
  • Lead and facilitate process improvements for units across all Business Units basis root cause analysis.
  • Collate, prepare & provide fact Sheet, Case Documentation, Strategy & Draft Responses to all Regulatory Enquiries. Work with legal & Compliance team to Send Appropriate Responses.
  • Communicating effectively by highlighting process improvements basis the gaps identified during follow ups.
  • Mentoring new and less tenured team members and coaching them to come up the learning curve, without affecting existing service levels.

Sr. Executive, Value Servicing

SBI Card
05.2018 - 02.2022
  • Act as the first point of contact for walk-in customers, addressing queries, service requests, and complaints in a professional and timely manner.
  • Provide detailed product and service information, helping customers choose solutions that meet their needs.
  • Handle account-related services, such as KYC updates, card reissues, transaction disputes, and application processing.
  • Assist customers with form filling, documentation, and ensure accuracy and completeness of submitted details.
  • Coordinate with internal departments to resolve issues raised by customers, ensuring minimal turnaround time.
  • Maintain accurate logs of customer interactions, issues raised, and solutions provided, for compliance and service quality purposes.
  • Escalate unresolved or sensitive issues to the appropriate team or senior management.
  • Follow company protocols and regulatory guidelines (e.g., RBI norms) to ensure process compliance.
  • Promote digital channels (app, website, self-service kiosks) to reduce customer dependency on physical visits.
  • Ensure high standards of customer satisfaction, politeness, and professionalism at all times.

Fraud Analyst – Fraud and Chargeback Operations

RBS N. V.
Gurugram
10.2016 - 04.2018
  • Ensured timely refund of amount to customers to maintain SLA.
  • Worked on a Project with Quality Analysts for the smooth and error free work environment which helped in improving Team performance.
  • Always intended to build a culture of continuous improvement by leading through examples and encouraging innovations through workouts.
  • Performed deep-dive investigations into complex fraud cases, ensuring thorough examination and resolution.
  • Utilized specialized software tools designed for detecting patterns associated with fraudulent activity.

Customer Service Executive - General Banking & VGPB

RBS N. V.
Gurugram
02.2014 - 09.2016
  • Answered to inbound calls and attended customer queries across India on various products related to both General Banking, NRI as well as VGPB.
  • Maintained goals by meeting customer satisfaction, call times and upgrading the services.
  • Provided best customer service resulting in excellent long-term relationships and account retention.
  • Successfully closed 2 Workout Events for Banking Products, reduced number of calls and increased customer satisfaction.
  • Managed mailboxes e.g. ~ IN Service, ~IN NRI; ~ IN VGPB; ~IN Client KYC and resolved customer queries via emails.
  • Developed strong relationships with customers by providing knowledgeable advice on products and services.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.

Education

MBA - Operation and HR

Swami Vivekananda University
Meerut
08-2018

Bachelor of Computer Applications -

Uttaranchal Institute of Management
Dehradun
06-2011

12th -

UK Board
Dehradun
06-2007

10th -

UK Board
Dehradun
06-2005

Skills

  • Advanced Customer Service & Relationship Management
  • Handling High-Pressure & Escalated Situations
  • Conflict Resolution & Emotional Intelligence
  • Multichannel Communication (Phone, Email, In-Person)
  • Drafting Official Regulatory Responses
  • Coordinating with Legal & Compliance Teams
  • Cross-functional Coordination for Fix Implementation
  • Flexible approach to work hours, processes, clients, and requests
  • Deadline Management,Task Tracking,Follow-ups
  • Stakeholder Management
  • Mentoring, Team Support

Languages

Hindi
First Language
English
Proficient (C2)
C2

Affiliations

Customer Experience Excellence Award, SBI Cards — Recognized for resolving the highest volume of escalated cases, with a 98% customer satisfaction score (2020)

Employee of the Month, [April, 2023 RBL] — for exceptional handling of VIP account escalations, successfully retained 87% of customers after escalation resolution.

Recognition for Cross-Department Collaboration – Acknowledged for coordinating with the legal, fraud, and tech support teams to resolve complex issues

Timeline

Assistant Manager Complaint Management

RBL Bank
02.2022 - Current

Sr. Executive, Value Servicing

SBI Card
05.2018 - 02.2022

Fraud Analyst – Fraud and Chargeback Operations

RBS N. V.
10.2016 - 04.2018

Customer Service Executive - General Banking & VGPB

RBS N. V.
02.2014 - 09.2016

MBA - Operation and HR

Swami Vivekananda University

Bachelor of Computer Applications -

Uttaranchal Institute of Management

12th -

UK Board

10th -

UK Board

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Sarita Tamang