Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Snippet
Additional Information
Software
Certification
Interests
Timeline
Generic
Shreelabhadra Mishra

Shreelabhadra Mishra

Customer Service Manager

Summary

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

12
12
years of professional experience
2
2
Certifications
3
3
Languages

Work History

Customer Service Manager

Yes Bank
08.2023 - 01.2024
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Followed through with client requests to resolve problems.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Relationship Manager, Credit Cards

AXIS SECURITIES LTD
05.2012 - 11.2014
  • Conducted regular reviews of client accounts to identify potential issues and proactively address concerns.
  • Consistently achieved quarterly sales targets by effectively managing pipeline activities.
  • Managed a portfolio of high-net-worth clients, ensuring their credit needs were met and exceeded.
  • Spearheaded initiatives aimed at improving internal processes which led to enhanced efficiency within the team.
  • Developed comprehensive understanding of various credit card products to better serve clients'' unique needs.
  • Implemented risk management strategies to minimize losses and maintain overall portfolio health.
  • Negotiated favorable terms for clients, securing competitive interest rates and credit limits.
  • Actively participated in community events as a representative of the bank, increasing brand visibility.
  • Increased new account acquisitions by actively seeking opportunities for cross-selling credit card products.
  • Established long-lasting professional relationships with key stakeholders in the banking industry, expanding referral network for potential leads.
  • Led team meetings focused on sharing best practices and fostering collaboration among Relationship Managers within the department.
  • Assisted in refining existing credit policies based on market trends, minimizing risk exposure while enhancing growth potential.
  • Optimized revenue generation through strategic pricing decisions and effective sales tactics.
  • Leveraged industry knowledge and market trends to recommend suitable credit card options for each client''s financial goals.
  • Collaborated with internal teams to develop marketing strategies that increased customer acquisition rates.
  • Provided ongoing support to clients, addressing inquiries and resolving issues in a timely manner.
  • Maintained strict adherence to compliance regulations by accurately documenting all client interactions.
  • Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
  • Built strong relationships with customers to increase retention and loyalty.
  • Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
  • Strengthened client relationships by providing exceptional service and tailored financial solutions.

Education

MFC -

Utkal University
01.2010

BSC - Zoology Honours

Utkal University
01.2008

12th - Science

CHSE
01.2005

10th - undefined

BSE
01.2003

Skills

    Customer engagement

    Complaint resolution

    Customer relationship management (CRM)

    Workflow management

    Training and mentoring

    Time management

    Account management

    Administrative support

    Sales promotion

    Quality assurance

Accomplishments

  • Got Employee of the Year in 2014 for sourcing highest number of Credit Card in PAN India.
  • Headed Team in Organizing Seminars on Usage of E Banking in Wipro, Infosys etc.
  • Awarded by Cluster Head for generating highest revenue in the cluster twice in a financial year.

Personal Snippet

  • Date of Birth : 1988-07-05
  • Address : Duplex No98/99, Patia, Bhubaneswar, Odisha-751024
  • Marital Status : Married

Additional Information

Master In Finance from Utkal University. Completed Tally. SP and NISM Certified. Hands On Experienced in Windows and Excel

Software

Finacle

Tally

Microsoft Word and Excel

Certification

SP

Interests

Singing

Cooking

Interior Designing

Timeline

NISM

11-2023

Customer Service Manager

Yes Bank
08.2023 - 01.2024

SP

08-2023

Relationship Manager, Credit Cards

AXIS SECURITIES LTD
05.2012 - 11.2014

BSC - Zoology Honours

Utkal University

12th - Science

CHSE

10th - undefined

BSE

MFC -

Utkal University

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Shreelabhadra MishraCustomer Service Manager