Vaishali Dhakan
Senior Process Associate
Mumbai
Summary
Dynamic Senior Professional with extensive experience in relationship management and customer-centric roles, skilled in overseeing high-volume portfolios. Stirve to resolve complex customer grievances while maintaining a strong background in retail banking, ensuring alignment with institutional policies and best practices. Proactive problem-solver dedicated to enhancing the virtual service experience through digital proficiency and strategic relationship management, driving customer satisfaction and loyalty. Committed to leveraging expertise to foster meaningful connections and deliver exceptional service outcomes.
Overview
13
13
years of professional experience
1
1
Language
Work History
Senior Process Associate – US Bankruptcy
TATA CONSULTANCY SERVICES
04.2022 - Current
- Specialist with four years of experience at Citibank, N.A. In handling inbound and outbound calls for coding and auditing complex U.S. Bankruptcy filed by clients using FDR, IBS, and CADET. Also, ensuring that the productive and customer service quality is not hampered.
- Training junior associates to ensure 100% adherence to federal regulations and internal compliance standards.
- Cross-functional training resulted in more than 15 reports, which included 1-day SLA reports, increasing overall productivity and decreasing the backlog of reports.
- Successfully trained new hires and helped them transition from trainees to specialists through dedicated coaching on account processing and report interpretation.
- Preparing a productivity and billing report in Excel using advanced Excel.
- Triple-Star Performance Award - Recognized as 'Star Performer of the Month' for three consecutive months from September 2025 at Citibank, N.A., for maintaining a 90% accuracy rate in bankruptcy coding, and exceeding targets by 120%.
Associate Manager – Investigation – Risk containment Unit (RCU)
IDFC FIRST BANK
04.2021 - 04.2022
- Mitigated risk at IDFC First Bank by using CRM Hunter, Salesforce, and Finacle to identify emerging fraud patterns and minimize financial leakage while handling video calls and inbound calls.
- Coordinated with various consumer durable fraud control teams to address high-risk application red flags and streamline case management.
- Created a peer-mentoring 'Double-Check' system for high-value consumer durable applications to ensure 100% verification with external bank coordination.
- Identifying forged documents, including fake salary slips, manipulated bank statements, or counterfeit ID cards (Aadhaar, PAN, etc.).
- Ensuring the fraud check doesn't delay the customer's purchase in the store.
Deputy Manager
KOTAK MAHINDRA BANK
07.2018 - 04.2021
- Managed a high-value portfolio of over 3,000 customers in Ahmedabad, Gujarat, delivering tailored financial solutions, and achieving over 75% client retention through proactive engagement over video calls, emails, phone conversations, and face-to-face interactions during the last quarter of every financial year.
- Proven expert in using Finacle, Salesforce, and CRM tools to drive cross-selling excellence, and mentor junior VRMs in high-touch client engagement.
- Exceeded quarterly targets for banking and insurance products by identifying customer needs through deep data analysis in Salesforce/CRM.
- Developed 'Best Practice' script and workflow for the Ahmedabad region, streamlining virtual interactions, and enhancing daily client connectivity by 15%.
Travel Consultant
Liberty Travels and tours
09.2015 - 06.2018
- Managed high-volume inbound inquiries for Haj and Umrah pilgrimages, offering comprehensive guidance on visa requirements, logistics, and spiritual itineraries, while maintaining 95% accuracy.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Cultivated long-term loyalty with B2C clients through tailored post-travel support, achieving a 30% rate of referrals.
- Coordinated with international vendors and local stakeholders through calls and emails to ensure the seamless execution of large-group domestic and international tours.
- Awarded the 'Excellence Award' for seamless Haj tour execution by managing high-volume B2C sales and international logistics; maintained a 98% positive feedback rating through meticulous planning and real-time problem-solving.
Customer service Executive
ICICI BANK LIMITED
06.2013 - 08.2015
- Provided real-time market support to customers through inbound calls by placing orders for equity, futures and options (FNO), and the currenscy market.
- Cross-sold diverse financial products to sub-broker clients during post-market hours, consistently meeting daily outreach and conversion targets.
- Executed high-volume equity and mutual fund trades via the Call N Trade desk, achieving 98% accuracy in order placement, and ensuring compliance with real-time market regulations.
- Executed outbound calls to dormant accounts and converted those accounts to active accounts by helping customers place one trade order by themselves for the next market session.
Education
MBA - Banking and Insurance
Narsee Monjee Institute of Management Studies (NMIMS)
Mumbai05-2025
Bachelors of Commerce - undefined
Mumbai University
01-2013
HSC - undefined
Viva College of Commerce and Arts
01-2010
SSC - undefined
MGM Academy's High School
01-2008
Skills
- Global vendor management
- Retail banking expertise
- Employee training
- KYC & AML
- Effective process documentation
- Maintaining client confidentiality
- Lean six sigma
- Client support
- Adaptability in dynamic environments
- Empathy
- Effective time management
Timeline
Senior Process Associate – US Bankruptcy
TATA CONSULTANCY SERVICES
04.2022 - Current
Associate Manager – Investigation – Risk containment Unit (RCU)
IDFC FIRST BANK
04.2021 - 04.2022
Deputy Manager
KOTAK MAHINDRA BANK
07.2018 - 04.2021
Travel Consultant
Liberty Travels and tours
09.2015 - 06.2018
Customer service Executive
ICICI BANK LIMITED
06.2013 - 08.2015
Bachelors of Commerce - undefined
Mumbai University
HSC - undefined
Viva College of Commerce and Arts
SSC - undefined
MGM Academy's High School
MBA - Banking and Insurance
Narsee Monjee Institute of Management Studies (NMIMS)