Vipin Raju Thomas
Banking Professional
Kandivali West
Summary
I would like to strengthen my knowledge and team working skills so as to benefit both my organization and myself. I believe an association with esteemed Organization would enable to best leverage my skills by applying them and developing them to the best of my ability.
To establish myself as a successful professional by applying my skills and knowledge & to work in a challenging environment and be known for depth of knowledge, quality, hard work, timeliness of services, honoring the commitments and provide innovative solutions and enable organization to enhance their business.
Overview
12
12
years of professional experience
2
2
Certifications
1
1
Language
Work History
Manager( Service Manager)
Axis Bank
03.2023 - Current
- Managed customer accounts, ensuring accurate data entry and updates in CRM systems.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to address complex customer issues and provide tailored solutions.
- Developed and implemented process improvements to streamline service delivery and enhance customer satisfaction.
- Led initiatives to improve response times, resulting in increased customer retention and loyalty.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Sales Management Analyst
Citibank
11.2022 - 02.2023
- Managed client relationships effectively by maintaining open lines of communication and promptly addressing concerns or issues as they arose.
- Enhanced team productivity by providing consistent feedback and guidance on performance goals
- Managing credit card loans and emi for citi prestige and gold customers
Sales Manager Credit Card ( Team Handling)
HDFC BANK LTD
12.2019 - 12.2021
- Led sales team to exceed quarterly targets through strategic market analysis and targeted outreach initiatives.
- Developed and implemented training programs to enhance team performance and product knowledge.
- Analyzed sales data to identify trends, optimizing strategies to improve customer engagement and retention.
- Established strong relationships with key clients, resulting in increased loyalty and repeat business.
- Streamlined sales processes, improving efficiency and reducing response times to customer inquiries.
- Mentored junior sales staff, fostering a culture of continuous learning and professional development.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Implemented comprehensive customer relationship management strategy, improving client satisfaction and loyalty.
- Streamlined sales processes for efficiency, adopting new CRM tools and technologies.
- Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Service Manager
Indusind Bank Ltd
11.2018 - 12.2019
- Coordinated cross-departmental efforts to ensure alignment on customer service goals and objectives.
- Oversaw customer service software implementation to optimize workflow and enhance user experience.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
- Increased customer retention rates through proactive outreach efforts and personalized followups.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Assistant Manager Service Excellence
RBI BANK LTD
06.2017 - 09.2018
- Specialized in Banking and credit card
- Worked at middle office as Retail Product Consultant (Specialist: Banking Division / Credit Card Division)
- Face and telephonic communication with Top Tier Client. (Part of Insignia Team of RBL Bank).
- Synchronizing with HNI clients via email regarding their query and providing them utmost resolution to maintain client relationship.
- Handling NRI customers and branch queries end to end
- Customer visit in person with relationship manager for product promotion, specialized in presentations.
- Handling client queries related to CASA and Credit Cards.(System: Vision Plus and Finacle)
- Regular case follow up with operation team for customer queries. Managing internal teams for client service.
- Having experience of handling customer queries through emails, had consumed trainings of email drafting also training provided to new comer’s
- Training new team members on all the updated banking products, procedures, risk issues and other adhoc activities within the team
- Formulating MIS report and appreciation data to circulate and flash it to senior management.
- Monitoring calls, emails of team members as per the standards
- Coordinates and facilitates call calibration session with Quality team
- Preparing RCA for escalations received.
- Auditing, risk based emails and calls (Stop payment, Hot listing Card)
- Prepare and analyze internal and external quality reports for management staff review.
- Led team initiatives to enhance customer service and drive satisfaction.
- Streamlined loan processing procedures to increase efficiency and reduce turnaround time.
- Mentored junior staff on compliance regulations and operational best practices.
- Analyzed financial reports to inform strategic decision-making and resource allocation.
- Led customer service initiatives to enhance client satisfaction and retention.
- Mentored staff, fostering a collaborative team environment and improving service delivery.
- Analyzed customer feedback to identify trends and implement service improvements.
- Developed training programs to improve staff performance and operational efficiency.
Assistant Manager (Credit Card Department)
KOTAK MAHINDRA BANK
04.2014 - 08.2016
- Coordinating the production and services and developing reports for the department and submitting
- Arrange to Track the service request raised in unit on daily basis, for the customers to get proper and appropriate response within time.
- Resolving customer queries within stimulated time.
- Admirable experience in providing training to all new employees to provide customer services over phone.
- Average handling time is maintained as per company’s standard
- Feedback to the team members for improving the quality and productivity of their team in terms of handling calls
- Deep knowledge of various financial products of bank.
- Maintaining service quality of each call.
- Assisted to transfer funds between two accounts.
- Sending AHT and login hours reports every day to team member
- To achieve Quality benchmarks defined from time to time.
- Exceptional / Very Good rating in Service Quality audit/checks.
- Accurate logging and resolution of complaints
- Training new team members on all the updated Credit card products, procedures, risk issues and other adhoc activities within the team
- Regular case follow up with operation team for customer queries. Managing internal teams for client service.
Education
T.Y. B com -
Mumbai University
HSC - Commerce
SSC - undefined
Skills
Team leadership
Certification
NISM Certified
Interests
Playing Cricket, Travelling and Listening to music etc
Strengths
- Quick Learner
- Positive attitude towards life
- Face challenges, stable minded
- Completing the work in time
- Very focused in life
playing cricket , travelling
i know four languages hindi, english , marathi and malayalam
Timeline
Manager( Service Manager)
Axis Bank
03.2023 - Current
Sales Management Analyst
Citibank
11.2022 - 02.2023
Sales Manager Credit Card ( Team Handling)
HDFC BANK LTD
12.2019 - 12.2021
Service Manager
Indusind Bank Ltd
11.2018 - 12.2019
Assistant Manager Service Excellence
RBI BANK LTD
06.2017 - 09.2018
Assistant Manager (Credit Card Department)
KOTAK MAHINDRA BANK
04.2014 - 08.2016
HSC - Commerce
SSC - undefined
T.Y. B com -
Mumbai University