Sasidharan D
Chennai
Summary
Results-driven Banking and Financial Services Professional with over 10 years of experience in customer service and operational efficiency. Specializes in managing transition projects, addressing process gaps, and implementing training programs. Skilled in fostering client relationships and maintaining service quality during organizational changes.
Overview
12
12
years of professional experience
Work History
Manager
Axis Bank
Chennai
03.2023 - Current
- Promoted to Manager, leading a team of 20 executives in credit card phone banking services.
- Oversee daily operations, escalations, quality checks, and compliance.
- Implemented process improvements that streamlined operations and elevated customer experience.
- Transition & Transformation Team (Trainer) - 13 months
- Facilitated seamless transition from Citi to Axis Bank, ensuring continuity of services during acquisition.
- Appointed to the Transition & Transformation Team (TTT) based on proven performance and process improvement initiatives.
- Traveled to Mumbai for a month-long program to gain expertise in Axis Bank's products and processes.
- Returned to Chennai and successfully trained the entire location team.
Deputy Manager
Citi Bank
Chennai
07.2017 - 02.2023
- Assisted NRI and banking clients with account-related queries, ensuring prompt resolution and high satisfaction.
- Persuaded customers to retain Citi credit cards by addressing concerns with tailored solutions.
- Exceeded monthly sales targets through consultative selling and product expertise.
- Managed service delivery, escalations, and training for phone banking credit card customers to improve service quality.
- Managed transition-related queries and provided process guidance before Axis acquisition.
- Managed team operations to ensure compliance with banking regulations.
- Developed customer service strategies that increased client satisfaction and streamlined support processes.
Senior Customer Care Executive
Scope International Pvt. Ltd.
Chennai
09.2015 - 06.2017
- Provided support to UAE-based clients across banking products and services, enhancing customer satisfaction.
- Managed escalation calls, resolving complex issues and strengthening client relationships.
- Delivered professional and empathetic support, fostering trust and loyalty among international customers.
Senior Mortgage Underwriter
Serco BPO Pvt. Ltd.
Chennai
05.2014 - 07.2015
- Assessed and underwrote mortgage loan applications, ensuring compliance with financial policies and risk frameworks to facilitate sound lending decisions.
- Verified applicant documentation including income, credit, and property details to ensure accuracy and adherence, minimizing potential for discrepancies.
- Collaborated with cross-functional teams to streamline loan processing, enhancing overall efficiency and reducing error rates.
- Built strong expertise in credit analysis, decision-making, and compliance monitoring.
Education
Bachelor of Technology (B.Tech) - Information Technology
Vel Tech Dr. RR & Dr. SR University
ChennaiSkills
- Mortgage underwriting
- Credit card operations
- Compliance oversight
- Change management
- Gap analysis
- Workflow improvement
- Process enhancement
- Stakeholder management
- Team leadership
- Employee development
- Coaching
- Performance reviews
- Client servicing
- Relationship management
- Objection handling
- Retention strategies
- Collaborative projects
- CRM platforms
- Banking systems
- MS Office proficiency
- Escalation handling
Languages
Tamil
First Language
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Manager
Axis Bank
03.2023 - Current
Deputy Manager
Citi Bank
07.2017 - 02.2023
Senior Customer Care Executive
Scope International Pvt. Ltd.
09.2015 - 06.2017
Senior Mortgage Underwriter
Serco BPO Pvt. Ltd.
05.2014 - 07.2015
Bachelor of Technology (B.Tech) - Information Technology
Vel Tech Dr. RR & Dr. SR University