VATSAL TANNA
Mumbai
Summary
Dependable and detail-oriented professional with strong experience in customer relations, MIS reporting, and loan operations, expertise in home loans. Proficient in managing escalations, prepayment processes, and cross functional coordinations. Known for problem-solving ability, process improvement, and delivering excellent customer service under pressure.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Service centre support staff
Hdfc sales private limited
Mumbai
2025.09 - Current
- Assisted customers with inquiries and product information.
- Handled branch-level escalations, engaging with customers through calls to understand concerns and provide effective resolutions, enhancing customer experience.
- Handled loan accounting, conversion, and disbursement-related queries, providing timely resolutions and operational support to customers and internal stakeholders.
- Managed end-to-end home loan disbursement processes, ensuring seamless execution and compliance through accurate handling of customer documentation and agreement signing.
- Facilitated loan retention initiatives by engaging with customers to understand pain points and offering tailored solutions to strengthen relationships.
- Supported cross-selling of banking products by identifying customer requirements during loan servicing, accounting, and disbursement interactions.
- Assisted in accounting and operational audits, ensuring timely resolution of audit-related observations and adherence to process requirements.
Customer Relations Executive
HDFC sales Private limited
Mumbai
2021.11 - 2025.08
- Handled customer escalations, achieving swift resolutions and enhancing customer satisfaction.
- Resolved customer queries regarding HDFC home loan services, ensuring professionalism and efficiency.
- Analyzed service trends at the executive level and shared feedback to improve overall customer satisfaction.
- Monitored balance transfer (BT) triggers and followed up to mitigate prepayments.
- Managed and distributed prepayment MIS across service centers and business heads.
- Presented reports in business reviews and supported decision-making with data insights.
- Provided comprehensive product and process training for new recruits. Aided in developing training materials.
Education
M.Com - Advance Accounting
Mumbai University
Mumbai 2019.06 - 2021.04
B.Com -
Mumbai University
Mumbai 2016.06 - 2019.03
HSC -
Maharashtra board
Mumbai 2015.06 - 2016.03
SSC -
Gujarat board
Gujrat , India 2013.06 - 2014.06
Skills
- Customer support
- Escalation handling
- Problem-solving and multitasking
- Relationship management
- Product cross-selling
- Quick learner and adaptable
- Strong communication and listening
Personal Information
Date of Birth: 08/06/99
Languages
- English
- Hindi
- Gujarati
Timeline
Service centre support staff
Hdfc sales private limited
2025.09 - Current
Customer Relations Executive
HDFC sales Private limited
2021.11 - 2025.08
M.Com - Advance Accounting
Mumbai University
2019.06 - 2021.04
B.Com -
Mumbai University
2016.06 - 2019.03
HSC -
Maharashtra board
2015.06 - 2016.03
SSC -
Gujarat board
2013.06 - 2014.06