Manager- Client Servicing

Chandbi Salahuddin Shaikh

Manager- Client Servicing Officer-HNW

India, Mumbai +91-720******* ***********@*****.*** Languages: - English, Hindi, Marathi

Professional Summary

A results-driven professional with extensive experience in customer service, financial services, and team management. Proven ability to lead teams, manage client relationships, and enhance operational efficiency. Committed to continuous learning and skill development to provide exceptional service and support. Areas of Expertise

• Escalation Handling. • Digital Banking Platforms. • Proficient in MS Word

• Root Cause Analysis. • Technical Support. • PowerPoint/Excel

• Customer Engagement. • Workforce Management. • VLOOKUP, HLOOKUP,

• Leadership Quality. • Operation Management. • Pivot tables, data tables.

• Expense Tracking.

• Analytical Skill.

• Social Media Management.

• Customer Relationship

Management (CRM) Software.

• Financial analysis and decision-

making.

• Strategic Planning.

• Email Marketing.

• Help Desk Ticketing system.

• Multi-Channel Support.

• BFSI Expertise.

• Banking regulations and

procedures.

_Work History

HDFC BANK Feb-2021- Present

Manager-Client Servicing Officer-HNW

Heading a team of client service professionals, providing leadership, and training performance evaluation to enhance productivity.

Acting as the primary point of contact for clients, ensuring a personalized and seamless experience through various communication channels (Phone, Email and Chat), promptly resolving inquiries and issues.

Handling a high volume of emails, chats, and calls, ensuring timely and accurate responses within the specified TAT while maintaining precise client records using CRM tools. Educating HNI clients about digital tools for wealth management.

Managing all the operation work and end-to-end relationships for HNI clients, from initial onboarding to ongoing investment support, enhancing satisfaction and retention.

Coordinating with Asset Management Companies (AMCs) and financial product manufacturers to facilitate client transactions and ensure SLA adherence.

Providing strategic financial planning and advisory services to HNI clients, collaborating with wealth advisors to develop customized wealth management strategies.

Leading efforts in customer escalation resolution, achieving a 95% resolution rate within the first 48 hours of receiving a complaint.

Creating and maintaining a comprehensive support documents, including Standard Operating Procedures (SOPs) and regularly reviewing and optimizing them for enhancing efficiency and compliance.

Ensuring compliance with KYC requirements and processed application forms accurately according to a defined checklist.

Maintaining meticulous records of client interactions and transactions, ensuring data integrity and accessibility.

Preparing and presenting business MIS reports to the MIS team, highlighting key metrics and performance indicators. JetSynthesys Pvt. Ltd. Dec-2019- Jan-2021

Senior Customer Support Executive-

Individually managed customer support operation for two distinct application ThinkRight.me and 100MB app, ensuring seamless user experiences and resolving over 200 queries per week with a 95% satisfaction rate.

Developed and implemented strategies improving response times by 40% and resolution times by 35%, and provided Insights to product teams, boosting user engagement by 25%.

Maintained comprehensive records of customer interactions, tracking issues and resolutions, and created support documentation like SOPs and FAQs, reducing repetitive inquiries by 30%.

Utilized CRM tools for tracking and managing customer interactions, ensuring timely follow-ups and achieving a 40% reduction in repeat queries through effective troubleshooting and education initiatives.

Responded to social media reviews and escalations, maintained a positive brand image, gathered customer feedback, and compiled daily tracker reports to inform the team of support activities and trends. Bonvive India Limited. Sept-2018-Dec-2019

Senior Customer Relationship Executive-

• Led a team of 10 executives, overseeing all aspects of customer relations and operation for an online healthcare consultation App.

• Conducted comprehensive training sessions for junior support staff, enhancing their skills and improving overall service quality.

• Led the onboarding process for doctors and patients onto the healthcare application, ensuring a seamless integration and user experience.

• Collaborated with product development teams to refine application features based on user feedback, enhancing overall user experience.

• Prepared and presented performance reports to senior management, informing strategic decisions and operational improvement, streamlined communication channels, facilitating efficient support via calls, emails and chats. ICICI Lombard General Insurance Company. Aug-2016- Aug-2018 Senior Customer Relationship Manager-

• Handling escalation, working on customer’s service requests/complaint communicating with backend/TPA team to resolve the queries, resolving the complaint within given TAT, and communicating the resolution to customer via email or via verbal communication. Professionally answering a high volume of calls.

• Demonstrated exceptional communication skills by gathering relevant information to understand and address customer concern promptly. Managed irate customer with empathy and professionalism. Operating dialing systems and telecommunication technologies smoothly, ensuring seamless communication with customers and internal teams.

• Managed chat support efficiently, handling up to 5 chats simultaneously while providing first-contact-resolution (FCR) with impeccable grammar and accuracy.

• Demonstrated proficient typing skills with a speed of 56 words per minute (WPM) and 96% accuracy, enabling swift response to customer inquiries.

• Expertly generated claims under UCV and forwarded them to the claims settlement department, facilitating efficient claims processing and customer service.

Hinduja Global Solution. Dec-2014- Feb-2016

Customer Care Executive-

• Provided prompt assistance to customers via chats and calls, addressing concerns related to billing, internet speed, and voice quality issues.

• Utilized CRM software, specifically Talisma, to efficiently track and resolve customer concern within Service Level Agreement

(SLAs). Ensuring timely and satisfactory resolutions.

• Demonstrated proactive customer retention efforts by offering tailored postpaid and prepaid plans, effectively meeting their needs and preferences.

• Consistently met or exceeded performance targets, including resolution times, average handling time (AHT) and customer satisfaction scores (CSAT), contributing to the overall success of the customer care team.

• Collaborated with cross-functional teams to escalate and resolve complex issues, ensuring a seamless customer experience. Personal Profile:-

Education :

Bachelor of Commerce In Banking and Insurance

June-2014.

Certification :

NISM – VA Mutual Fund Exam-

2022. IRDA Insurance Exam-2014.

Diploma in computers-2014.

Date of Birth: 28/07/1993

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