Vishal
Officer
New Delhi
Summary
Dynamic professional with a proven track record at DMI Finance Pvt Ltd, adept in regulatory compliance and customer satisfaction. Excelled in leadership and problem-solving, significantly enhancing customer service standards. Skilled in navigating NBFC/RBI escalations and fostering teamwork, consistently achieving targets with adaptability and efficient multitasking.
Overview
4
4
years of professional experience
Work History
Officer
DMI Finance Pvt Ltd
06.2023 - Current
- Helping out Nodal Officer's role to resolve the complaints being reported by the RBI Ombudsman, CPGRAM, National Consumer Forum, Payment disputes of merchant and handled Walk-in customer, collate case specs from all departments in the organization for complaint resolution
- Adhering all the compliance and company internal and external policies, guidelines for closure of RBI and other complaints: Ensure adherence to Quality Management System and support for continual improvement
- To Supervise & Handle customer queries, resolve escalated issues, maintaining TAT, sound customer communication, etc
- Good interpersonal, analyzing & problem-solving skills by means of effective & efficient communications
- Problem solving attitude towards customer queries by understanding first the customer's concerns; selecting and explaining the best solution to solve the problem over mails/calls expediting correction or adjustment; following up with various departments to ensure quick resolution
- Respond to all the queries from the external & internal customers (sales, collections, etc) with accuracy following communication procedures & policies
- Ability to balance and prioritize multiple tasks
Process Associate
Mattsenkumar LLC (DMI Finance BPO -Ops)
07.2021 - 05.2023
- Creating a quality culture, keeping people focused on understanding the customer's needs for the end to end resolution
- Handling the Grievance/Level-03/Management escalation and ownership of the complaint till the issue gets resolved by providing email, or telephone responses to customer enquiries
- Analyze and propose plans for better handling of tasks assigned to the concerned team and evaluating the quality for the cases being handled team based on the provided SLAs, review adherence plans to various process SOPs
- Monitoring the overall functioning of the assigned team and implementing adequate measures to maximize customer satisfaction level
- Helping out Nodal Officer's role to resolve the complaints being reported by the NBFC/RBI Ombudsman, National Consumer forum, payment disputes and handled Walk-in customer, collate case specs from all departments in the organization for complaint resolution (3 months+) reporting by DMI Head Office
Sales Executive
Travel House Cafe
03.2018 - 10.2018
- Achieve sales targets, work on leads, taking products to potential customers and demonstrating them
- Maintain database of sales leads
- Provide email, social media or telephone responses to customer enquiries
Education
Master's In Business Administration -
Indira Gandhi National Open University
06.2023
Bachelor of Arts - Programme
Shaheed Bhagat Singh college (Delhi University)
01.2021
12th - CBSE
Gbsss
01.2018
10th - CBSE
Gbsss
01.2016
Skills
- Problem solving
- Adaptability
- Time management
- Oral communication
- Leadership
- Teamwork
- Customer service
- Negotiable skill
- Efficient multitasker
- Regulatory and compliance understanding
- NBFC/RBI Ombudsman Escalations
- Level 03 escalations
- Professional email writing
- Cold calling
- Customer satisfaction
Hobbies and Interests
- Painting
- Poetry Writing
- Outdoor games
- Fitness
- Gym
Achievementsawards
- Spoken English certification from bangrez app.
- Certified in Fundamental of digital marketing by Google.
Work Preference
Work Type
Full TimeImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionTimeline
Officer
DMI Finance Pvt Ltd
06.2023 - Current
Process Associate
Mattsenkumar LLC (DMI Finance BPO -Ops)
07.2021 - 05.2023
Sales Executive
Travel House Cafe
03.2018 - 10.2018
Master's In Business Administration -
Indira Gandhi National Open University
Bachelor of Arts - Programme
Shaheed Bhagat Singh college (Delhi University)
12th - CBSE
Gbsss
10th - CBSE
Gbsss
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