SNEHA ROHRA
Mumbai
Summary
A seasoned professional with 10 years of experience in Customer Escalation Management and Vendor Management, working in a dynamic operational management environment. Adept at handling complex customer escalations, managing vendor relationships, and facilitating Code of Conduct training. Skilled in improving customer satisfaction, streamlining operations, and ensuring compliance with organizational policies.
Overview
11
11
years of professional experience
Work History
Assistant Manager- Customer Escalation & Training
Incred Financial Services
Mumbai
06.2024 - Current
- Managed and resolved customer escalations received from various channels, like RBI, CEO, Social Media, etc., ensuring customer concerns were addressed promptly and efficiently.
- Collaborated with internal teams (e.g., legal, operations, and internal stakeholders) to resolve complex issues.
- Conducting a root cause analysis of the consumer complaints received.
- Oversee vendor management by. Of identifying, qualifying, and selecting vendors for business requirements, ensuring alignment with the company's strategic goals and quality standards.
- Ensured all vendor documents (e.g., legal, financial, and compliance-related) were obtained, verified, and filed in preparation for the agreement process.
- Conducting training on the code of conduct and ensuring that adherence takes place.
Representative III
Transunion
Mumbai
09.2021 - 06.2024
- Promoted to Representative III from Representative II in March 2023.
- Conducted in-depth root cause analysis of consumer and commercial complaints from individuals and entities was conducted via the ManCom, RBI, and government portals.
- I effectively managed various grievance processes by acting as Team Leader during the lockdown and post-lockdown periods, along with the BAU.
- Interact, motivate, and get the most out of your team members while directing and encouraging everyone to work toward the same goal.
- I am determined to not only identify and address consumer-impacting issues, but also to develop a plan of action for resolution.
- I am capable of staying organized, flexible, and focused, with strong attention to detail and the ability to operate well under pressure.
Senior Executive Operations
Dun & Bradstreet
06.2019 - 09.2021
- Handling escalations that are highlighted to government bodies.
- Gathering facts, analyzing the root cause of complaints, and trying to solve them by taking ownership of the query.
- I acted as the Team Leader and trained new joiners, getting familiarized with the grievance process.
- Appreciated by the team, and also received 'Rock Star' of the Month in April 2020 and May 2021.
Customer Service Executive
India Infoline Finance Limited
09.2016 - 11.2018
- I was a lead member of the Email team responsible for resolving customer queries at India Info-line Finance Ltd.
- (IIFL) about the organization's services, managing SME loans, and gold loans.
- I worked to achieve high customer satisfaction rates by providing optimal customer service.
- I brought forth excellent customer service skills and a commitment to customer satisfaction.
- I am optimistic, with immense enthusiasm to accept and meet challenges in a competitive environment, while delivering the required results within the allotted time frame.
- Handling nodal complaints from customers and resolving them based on the escalation criteria specified by the organization.
Executive
Sharekhan
07.2014 - 07.2018
- I answered all customer queries to the best of my ability, and I brought forth advanced organizational and multitasking skills.
- I remained flexible, adaptable, and committed to success, and I also achieved a high customer satisfaction rating.
Education
Bachelor's Degree - Management Studies
Mumbai University
Skills
- Credit Bureau
- Customer Escalation Management
- Conflict Resolution and Problem Solving
- Operation Management
- Training and mentoring
- Root Cause Analysis
- Vendor Management
Recognition
- Excellence in Quality Award- June 2023
- Best Performer- September 2022
- Rock Star of the Quarter- May 2021
- Rock Star of the Quarter - April 2020
Languages
Hindi
First Language
English
Proficient (C2)
C2
Sindhi
Proficient (C2)
C2
Maithili
Beginner
A1
Timeline
Assistant Manager- Customer Escalation & Training
Incred Financial Services
06.2024 - Current
Representative III
Transunion
09.2021 - 06.2024
Senior Executive Operations
Dun & Bradstreet
06.2019 - 09.2021
Customer Service Executive
India Infoline Finance Limited
09.2016 - 11.2018
Executive
Sharekhan
07.2014 - 07.2018
Bachelor's Degree - Management Studies
Mumbai University
Similar Profiles
YERRAGUNTLA RAJESHYERRAGUNTLA RAJESH
Credit Manager at Incred Financial Services Ltd.Credit Manager at Incred Financial Services Ltd.
ADITYA MISHRAADITYA MISHRA
Location Head at Incred Financial Services LimitedLocation Head at Incred Financial Services Limited
KRISHNA KUSHWAHAKRISHNA KUSHWAHA
Assistant Sales Manager at INCRED FINANCIAL SERVICES LIMITEDAssistant Sales Manager at INCRED FINANCIAL SERVICES LIMITED