Tinku Bhati

• Lead initiatives to streamline customer service processes, reducing response time and increasing customer satisfaction for multiple products like CASA, Debit Card, Fixed Deposit, NACH, DBT, Doorstep Banking etc.
• Conduct thorough data analysis to identify key areas where customers are raising tickets and experiencing issues.
• Developing workflows for new solutions and generating automation requirements, including APIs if necessary.
• Implementing solutions through API consumption or routing logics and rules to enable chat bot to handle maximum customer queries, reduce ticket inflow, and improve CSAT.
• Collaborate with cross-functional teams to implement workflow automation tools, reducing manual workload and error rates.
• Documenting process notes and creating communications for use by respective teams in customer interactions via chat, email, or call.
• Providing support to Nodal and Social team to resolve urgent escalation raised on their portal.

• Designed, developed, and implemented chatbots to enhance customer service and operational efficiency.
• Integrated chatbots with various platforms to streamline communication and automate processes.
• Conducted thorough testing and optimization to improve chatbot performance, accuracy, and reliability.
• Analyzed user interactions and feedback to identify areas for improvement.
• Created documentation and trained users and stakeholders on chatbot functionality.
• Stayed updated on emerging technologies and trends in chatbot development to continuously enhance skills.

• Managed a team of 20 customer service representatives.
• Distributing daily tasks and responsibilities based on workload and team capacity.
• Implemented performance management strategies and tracked production to exceed targets.
• Delivered reports on metrics such as pendency, FRT/ART, and production.
• Created efficient schedules to meet deadlines and ensure proper staffing.
• Handling day-to-day critical issues and emergencies.

• Primary contact for escalated customer grievances, ensuring timely and effective resolution.
• Analyze customer feedback to identify root causes and develop preventive solutions.
• Guide and support customer service team in resolving complex issues and disputes.

• Delivered timely and accurate assistance to customer inquiries via email and chat.

• Identified customer needs and recommended tailored solutions.

• Effectively resolved complaints, ensuring high customer satisfaction.

• Maintained comprehensive records of interactions and transactions in CRM.