Shraddha Santosh Sawant
Mumbai,MH
Summary
Dynamic professional with extensive experience at Yes Bank Ltd, excelling in compliance adherence and customer service. Proven track record in escalation management and query resolution, enhancing customer satisfaction. Skilled in conducting video-based KYC verifications and developing efficient procedures, ensuring a trustworthy and positive customer experience.
Overview
14
14
years of professional experience
6024
6024
years of post-secondary education
Work History
Deputy Manager
Yes Bank Ltd
Mumbai
09.2020 - 01.2026
- Conducting compliant video-based customer identification, verifying documents for new and existing customers across banking, credit cards, and loans.
- Performing necessary due diligence checks and identify any red flags or suspicious activities.
- Providing a superior, customer-friendly experience, resolving queries, and guiding customers through the process.
- Assisting in developing and refining VKYC procedures for efficiency.
- Handling CRM of video kyc.
- Following concern team to resolve the issue of customer before TAT burst.
- Resolving curing cases AOF related.
- Handling CRM of vkyc team.
- Co-ordinating with internal teams and branches on emails and calls to get the queries and complaints resolved of customer before TAT.
Officer
Plada Infotech Private Ltd (Yes bank Ltd)
Mumbai
04.2017 - 09.2020
- Senior Management Escalation - Identifying, Analysing and initiating the escalation process in organization based on the escalation criteria specified by organization.
- Handling Head Grievance Desk, Principal Nodal Desk and MD & CEO desk.
- Assisted customer in the determining the root cause of their problems and troubleshoot them over the telephone.
- Raising feedback wherever required to our senior management in order to improve the services and providing best of in future.
- Assisting NRI customer and handling queries via email and chat to provide appropriate by following up with the different respective teams.
- Handling Hotlisting Desk and raising fraud complaint as per customer request for unauthorised transaction.
- Following up with Pan India Yes bank branches, product and concern team through email as per process requirement.
- Inbound calling - Handling customer queries through Calls, Emails and Chats.
- Providing necessary information to the customer.
- Maintaining data of the customer and doing cross sell as well.
- Outbound Calling - CRM calling, IVR calling, Abandoned calling, NRI & Welcome calling to be done.
- Cross selling / Up selling on set products.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
Trainee-Prime Channel (Personal Banker)
HDB Financial Services (HDFC Bank Ltd)
Mumbai
07.2016 - 01.2017
- Responsible for handling set of customers and their accounts who are mapped under me.
- Welcome calls to the customers and making them aware about the prime programme.
- Solving customer queries and complaints related to their account.
- Giving information about products and services of the bank.
- Responsible for sales target, Selling asset and liability products.
- Acting as one way of contact to the customers.
- Attended training courses to build understanding of processes, techniques, and industry.
Customer Service Executive
Muthoot Fincorp Ltd.
Mumbai
01.2014 - 05.2015
- Providing gold loan to customer.
- Handling gold, front and cash counter.
- Maintaining customers KYC documents.
- Solving customers queries.
- Maintaining daily registers.
- Attending phone calls.
- Selling Third Party Products.
- Responded to customer requests for products, services, and company information.
Trainee Indexer
Datamatics Global Services Ltd.
Mumbai
04.2012 - 06.2013
- Summarizing online publication.
- Learned new materials, processes, and programs quickly.
- Supported departmental tasks to increase understanding of industry processes.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Education
Graduation - Commerce
Mumbai University
Mumbai01.2011
HSC - Commerce
Chetana College
Bandra01.2007
SSC -
I.E.S New English School
Bandra,Mumbai01.2005
Skills
Positive mindset
Operational improvements
Process optimization expertise
Human resources management
Collaborative team management
Decision-making
Service excellence
Cross-functional collaboration
Performance improvements
Process and procedure development
Purchasing and planning
Timeline
Deputy Manager
Yes Bank Ltd
09.2020 - 01.2026
Officer
Plada Infotech Private Ltd (Yes bank Ltd)
04.2017 - 09.2020
Trainee-Prime Channel (Personal Banker)
HDB Financial Services (HDFC Bank Ltd)
07.2016 - 01.2017
Customer Service Executive
Muthoot Fincorp Ltd.
01.2014 - 05.2015
Trainee Indexer
Datamatics Global Services Ltd.
04.2012 - 06.2013
Graduation - Commerce
Mumbai University
HSC - Commerce
Chetana College
SSC -
I.E.S New English School
Disclaimer
I declare that the above facts given by me are true to the best of my knowledge and belief.
Personal Information
Languages
- English
- Hindi
- Marathi