Tilotama V. Shelar
Chembur
Summary
Professional with 15 years of experience in customer service and support. Demonstrated expertise in multitasking and resolving technical issues while meeting team requirements. Strong relationship-building and critical thinking skills drive exceptional customer experiences. Focused on improving operational efficiency and fostering team collaboration.
Overview
21
21
years of professional experience
Work History
Application Functional Support Team Lead
DXC project Bank of India
Mum
04.2022 - Current
- Led Application Functional Support team for E-Platform and CRM Project at Bank of India since April 20.
- Resolved queries from bank officials regarding E-Platform applications usage and report generation.
- Performed user creation, password resets, and other first-level administrative tasks.
- Managed escalations to ensure timely issue resolution.
- Trained and guided team members to enhance operational effectiveness.
- Oversaw daily activities of support team to maintain productivity.
- Executed incident management processes to address and resolve issues promptly.
OCRM (Operational Customer Relationship Management) Application Functional Support
DXC project Bank of India
04.2016 - 04.2022
- Resolving queries by Bank officials (HO, Branch, Zone, NBG etc.) regarding usage of the OCRM application (Navigation of application, how to perform some tasks, guiding them about the generation of reports etc.)
- User creation, Password Reset, etc. first level administrator work.
- Taking care of escalation
- Maintain Daily call details and issue lists.
- Monitoring the mailboxes and reports daily.
- Handling the IP phone calls.
- Handling Team operations (attendance, Leaves, Roaster)
- Updating the team about the new requirement by the customer (Bank).
- Training Bank officials newly joined about the ocrm application.
- Job Profile and Responsibilities:
Level 1 Helpdesk Agent
Finacle helpdesk support L1
10.2013 - 03.2016
- Managed inbound calls related to bank financial inquiries, resolving issues promptly.
- Logged each call in service manager for accurate record-keeping.
- Maintained data integrity in Excel sheets for reporting purposes.
- Oversaw transfer desk operations and tracked executives' login and logout times.
- Motivated team members to maximize performance through targeted strategies.
- Organized refreshment programs to enhance team morale and cohesion.
- Updated team on new policies and procedures to ensure compliance.
Customer Care Representative
Onward Services BOI Project
Mumbai
04.2010 - 09.2013
- Managed inbound customer calls and addressed queries efficiently.
- Processed star connect and star token emails from customer inquiries.
- Executed outbound calls to customers who forwarded SMS to 57575.
- Handled escalation of inbound calls during absence of L2 support.
- Trained new joiners on procedures and best practices.
- Motivated team to achieve optimal performance levels.
- Organized refreshment programs to enhance team morale.
- Updated team on recent developments and operational changes.
Showroom Manager
Bharti Airtel Limited
CHEMBUR ARC and PANVEL ARC
04.2006 - 07.2008
- Managed customer engagement program to enhance satisfaction and retention rates.
- Oversaw handling of team escalations, ensuring swift resolution of issues.
- Monitored Customer Satisfaction Index (CSI) to track service quality and performance.
- Maintained compliance with audit parameters to uphold operational standards.
- Handled sales strategies to boost customer retention and loyalty.
- Resolved various customer issues related to account management and services.
- Led initiatives to improve overall customer experience across platforms.
Customer Relationship Officer
Bharti Airtel Limited
Chembur Arc
04.2004 - 04.2006
- Functioned as Customer Relationship Officer with Bharti Airtel Limited Chembur Arc for 2 years
Education
MBA - Information And Computer Systems
DY Patil
MumbaiSkills
- Customer relationship management
- Application support
- User training
- Incident management
- Team leadership
- Data analysis
- Escalation handling
- Helpdesk operations
- Ticket management
- Analytical skills
Languages
English, Hindi, Marathi
Hobbies and Interests
Listening to Music, Making new Friends
Disclaimer
I, the undersigned, hereby solemnly declare that all the information provided by me above is the truth to the best of my knowledge.
Additional Qualification
Completed Computer courses including MS Office, and Internet.
Knowledge
- Complete Bank product knowledge
- Internet Banking Knowledge
Personal Details
- Name: Tilotama. V. Shelar.
- Birth Date: 18th AUG 1980
- Marital Status: Married
- Strength: Dedication towards work, Excellent Team Player, always open to new ideas. Good command of Excel and PowerPoint presentation
Timeline
Application Functional Support Team Lead
DXC project Bank of India
04.2022 - Current
OCRM (Operational Customer Relationship Management) Application Functional Support
DXC project Bank of India
04.2016 - 04.2022
Level 1 Helpdesk Agent
Finacle helpdesk support L1
10.2013 - 03.2016
Customer Care Representative
Onward Services BOI Project
04.2010 - 09.2013
Showroom Manager
Bharti Airtel Limited
04.2006 - 07.2008
Customer Relationship Officer
Bharti Airtel Limited
04.2004 - 04.2006
MBA - Information And Computer Systems
DY Patil
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