Smriti Shailesh Gurav
Mumbai
Summary
Skilled in dispute mediation and relationship building, achieving a 98% satisfaction rating by resolving complex issues efficiently. Committed to enhancing customer experiences through effective communication and problem-solving. Skilled Resolution Specialist with background in resolving complex customer issues efficiently. Strengths include strong problem-solving abilities, effective communication skills, and capacity to maintain high customer satisfaction rates. Notable impact made in previous roles includes improved customer retention through responsive service solutions and proactive conflict resolution strategies.
Overview
10
10
years of professional experience
Work History
Grievance Resolution Specialist
Indusind Bank
Mumbai
04.2025 - 08.2025
- Resolved: complex customer issues and complaints, ensuring timely and effective resolution.
- Investigated: root causes of customer grievances to identify systemic improvements.
- Mediated: disputes between customers and the bank to foster a fair and satisfactory outcome.
- Implemented: new procedures to streamline the grievance process, increasing efficiency.
- Managed a portfolio of high-value customer escalations, achieving a 98% satisfaction rating for complex cases.
- Collaborated with legal and operations departments to develop and implement new policies for addressing sensitive customer issues.
- Analyzed customer feedback to identify key trends, presenting actionable insights to senior management to reduce future grievances
Retail Operations
Citi Bank Na (Acquired By Axis Bank)
Mumbai
03.2018 - 03.2025
- Handling customer queries, Complaints and escalation via Email Channel
- End to End Follow up untill resolution
- Handling Dispute cases like Atm/Pos/online Fraud.
- Offering smart solution to customer needs.
- Resolving clients' concerns within the expected TAT.
- Managed HNI client portfolio (Banking and Credit Card).
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Care Executive
Intelenet Global Services
Mumbai
07.2015 - 08.2017
- Handling UK-based NRE (National Rail Enquiry) clients' query.
- Resolved customer inquiries through multiple communication channels.
- Handled escalated issues and provided effective resolution strategies.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
Education
MBA - Banking And Finance
Nmims University
Mumbai05.2024
Masters Of Commerce (M.com) -
Mumbai University
Mumbai03.2014
Bachelors Of Commerce -
Mumbai University
Mumbai03.2012
Skills
- Team Handling
- Customer Service
- Communication Skills
- Quick Learner
- Grievance resolution
- Customer feedback analysis
- Dispute mediation
- Customer relationship management
- Case management
- Root cause analysis
Accomplishments
- Part of Citi Bank to Axis Takeover Project.
- Multiple Awards in Rewards and Recognisation program
Personal Information
Title: Banking And Finance
Timeline
Grievance Resolution Specialist
Indusind Bank
04.2025 - 08.2025
Retail Operations
Citi Bank Na (Acquired By Axis Bank)
03.2018 - 03.2025
Customer Care Executive
Intelenet Global Services
07.2015 - 08.2017
MBA - Banking And Finance
Nmims University
Masters Of Commerce (M.com) -
Mumbai University
Bachelors Of Commerce -
Mumbai University
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