Shankar Ramachandraiah
Chennai
Summary
A seasoned, diligent, and dynamic professional offering valuable experience in providing best-in-class problem resolution to customer queries. Leveraged skills in mentioning and giving guidance to the customers and managing operations, Client Relationship Management, and card functions. Established credibility in creating win-win relationships with customers with proven capability in managing customer-centric operations while adhering to guidelines and ensuring customer satisfaction by achieving delivery and service quality norms. Specialized in attaining profitable opportunities; ascertaining areas of issues and implementing process changes to improve performance. Skilled in handling various complaints related to Credit card statements (Total amount due, minimum amount due, payment due date and charges) Reward points, offers related, etc. Experience in credit card, Loan on cards, financial transactions, Payments, and Customer service. Excellent knowledge of the working methodology of cards, Loans, Disputes, Escalations, and Fraud Investigation. Successfully handled escalated RBI cases and resolved them within the timeline. Handled Ingram (Consumer Forum) and PMOPG (which was escalated finance and prime minister). Proven capability in managing customer-centric operations while adhering to guidelines and ensuring customer satisfaction by achieving delivery and service quality norms. Ability to interact professionally with a diverse group of clients, senior management, and staff members at a global level.
Overview
12
12
years of professional experience
1
1
Language
Work History
Deputy Manager
HDFC BANK LTD
12.2021 - Current
- Responsible for providing adequate quick resolution to all the escalated complaints at GRC
- Participate in various initiatives towards reduction in escalations of customer complaints.
- Ensure adequacy and quality of all complaints resolution at this level
- Evaluation of complaints and submit the RCA with an action plan.
- Ensuring adherence to grievances redressal policy and processes, monitoring its implementation, and initiating corrective action wherever needed by self.
- Review the comments of auditors on the implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary.
- Develop strong customer relationships by ensuring care and responsiveness in all interactions.
Assistant Manager
SBI CARDS
09.2019 - 12.2021
- Designing and implementing policies & procedures to enable smooth functioning of operations.
- Successfully managed walk escalation cases and resolved them within TAT
- Carrying out RCA for all escalated cases and doing end-to-end follow-up with other departments for closure.
- Developing and leading the development of a plan that delivers a key target.
- Driving actionable insights, mainly in operations performance.
- Shouldering the overall accountability of managing all RBI (Banking Ombudsmen cases). Handling consumer forum cases (Ingram) and DOPG /PMOPG (Which was escalated to the prime minister and ministry of finance) about credit card issues
- Supporting teams to consistently deliver and optimize service outcomes.
- Handling critical processes like credit balance refund, Loan foreclosure, Merchant EMI cancellation, Reinstatement, Flexi pay Cancellation, and Contact updating
- Strong analytical, problem-solving, and numerical skills with a passion for developing a career in trading.
Senior Executive
SBI CARDS
10.2016 - 08.2019
- Successfully moved to SME(Subject Matter Expert) team as senior executive
- Dexterously carried out all back-end works. Like SRs closing high-level escalation within the Timeline.
- To be sensitive toward complaints and the stricter timelines, should coordinate with cross functions to get necessary resolution, requires follow-ups, and influencing decisions. Handled mail cases received from nodal and CEO desk.
- Served as a team leader role by maintaining team MIS. Completed Internal audit for team members for all processes.
- Tracked TAT BURST and premium cases daily.
Associate & Executive
SBI CARDS
11.2013 - 10.2016
- Efficaciously handled inbound calls about credit card issues.
- Attained sales target every month. Consistent performer both in quality and productivity
- Resolved email cases (non-voice) as extra initiative; Preserved reports for quality and productivity for the entire team
- Actively involved in team activities like maintaining record sales values and leaving reports/AHT for the entire team.
Education
B.E - E.C.E
Narayana Engineering College
01.2010
Class 12th - undefined
S.B.N Junior college
01.2006
Class 10th - undefined
The Navabharath Higher Secondary School
01.2004
Skills
well versed with Microsoft Windows 98 / XP and Microsoft Office
References
Available on Request
Accomplishments
- Successfully carried out the JDI (Just to do it) correct error posted on the website.
- Served as a consistent Performer in terms of Quality Resolution provided to Customers.
- Acknowledged numerous Appreciation Messages and Calls from Customers.
- Awarded with Star of the Month Award, Branch Topper Award in Quality, and Productivity & Service To Sales.
- Received appreciation received for Meticulous Follow-Up on Cases and the Customer Centricity.
- Imparting training to new agents.
Additional Information:
- Nationality: Indian Citizen
- Date of Birth: 31st August 1989
Timeline
Deputy Manager
HDFC BANK LTD
12.2021 - Current
Assistant Manager
SBI CARDS
09.2019 - 12.2021
Senior Executive
SBI CARDS
10.2016 - 08.2019
Associate & Executive
SBI CARDS
11.2013 - 10.2016
Class 12th - undefined
S.B.N Junior college
Class 10th - undefined
The Navabharath Higher Secondary School
B.E - E.C.E
Narayana Engineering College
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