Soffia Rahi

Handling critical complaint channels, like nodal desk, CEO, RBI.

Internal quality audit. Responsible for the sample quality check for the team members.

Analysis and allocation of overall pendency of complaints among the team members and ensuring quality resolution within the set assigned TAT.

Preparing necessary data as per management requirements along with day to day KRAs.

Directly coordinating with the EX com members for resolving critical complaints.

Coordinating with Senior Management for process improvements.

Worked in CICC (Centralised Inbound Contact Center).

Solely responsible for NRI customers of the company and their end to end services.

Implemented staff training programs within the team for enhancing product knowledge and improving customer service skills.

Handled complaints as well accross all channels and online platforms.

Responsible for payment updations, changes in loan acc and restructuring as per the company forms and customer's requirements.

Voice debit sales.

Connected with customers of Indusind bank and pitching bank products.

Responsible for generation of leads to achieve targeted sales month on month.

Portfolio sales management job.

Handled the customer base of 450+ classic customers of HDFC Bank.

Responsible for account services and pitching bank products for generating sales.