Manager-Client Servicing
Resume:
Chandbi Salahuddin Shaikh
ad5wtt@r.postjobfree.com
Professional Summary
Scaling new heights of success and leaving a mark of excellence in assignment and on outgoing individual with experience in interacting with people from all walks of life. Constantly starving to up skill with latest updated and skill sets to offer most applicability at workplace. Skills _
• Escalation Handling. • Digital Banking Platforms.
• Root Cause Analysis. • Technical Support.
• Customer Engagement. • Workforce Management.
• Leadership Quality. • Operation Management.
• 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
Designation--- Manager CLIENT SERVICE OFFICER--HNW:-
Managing a team of 17 employees, providing leadership, and training performance evaluations to enhance productivity.
Acting as the primary point of contact for clients, ensuring a personalized and seamless experience throughout their financial journey via various communication channels
(Phone, Email, Chat).Addressed and resolved client inquiries, concerns, or issues promptly.
Streamlined daily operations, resulting in a 20% increase in process efficiency and reduced operational costs by 15%.
Managing end-to-end client relationships for HNI Clients, form initial onboarding to ongoing investment support, enhancing client satisfaction and retention.
Leading the client onboarding process and educating HNI clients about digital tools for wealth management.
Providing strategic financial planning and advisory services to High Net worth Clients, Collaborating with wealth advisors to develop customized wealth management strategies, doing regulatory check including RBI and other relevant database to ensure compliance with industry standards and regulations.
Led efforts in customer dispute resolution, achieving a 95% resolution rate within the first 48hours of complaint received.
Ensured proper satisfaction of KYC requirements and processed application forms as per defined check list.
Managed and ensured adherence to all SLAs at various stages of operations (both internal and external), by coordinating with AMC and other stakeholders.
Overseeing error-free documentation, ensuring executed documents were signed by Organization--- HDFC Bank Ltd. [From-2nd Feb 2021 Till Today]
authorized signatories.
Created and maintained comprehensive support documents, including Standard Operating Procedures (SOPs) and regularly reviewed and optimized them for enhanced efficiency and compliance.
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.
Organization JetSynthesys Pvt. Ltd. [From-9thDec 2019 Till 31st Jan 2021.] Designation Senior Customer Support Executive :-
• Individually managed customer support operation for two distinct application: ThinkRight.me and 100MB app, ensuring seamless user experiences across both platforms.
• Resolved over 200 customer queries per week, maintaining a 95% satisfaction rate across both applications.
• Developed and implemented support strategies that improved response times by 40% and resolution times by 35%
• Analyzed user feedback and provided actionable insights to product development teams, resulting in a 25% increase in user engagement.
• Maintained comprehensive records of customer interactions, tracking issues and resolutions to enhance future support strategies.
• Created and maintained comprehensive support documentation like SOP and FAQs, reducing repetitive inquires by 30%.
• Utilized CRM tools to track and manage customer interactions, ensuring timely and accurate follow-ups.
• Achieved a 40% reduction in repeat queries through effective troubleshooting guides and proactive customer education initiatives.
• Reviewed and responded to social media reviews and escalations, maintaining a positive brand image and addressing user concerns promptly.
• Taking feedback from the customers by calling them or by sending an emails.
• Compiled and shared daily tracker reports with the entire team, providing insights and updated on customer support activities and trends.
Organization Bonvive India Limited. [15th September,2018 Till 6th December 2019] Designation 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. Organization --- ICICI Lombard General Insurance Company. Designation- Senior Customer Relationship Manager [From 10th Aug 2016 Till 24th Aug 2018]
• 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. Organization Hinduja Global Solution. [9th December 2014 Till 29th Feb 2016] Designation--- 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.
IT Skills:-
Proficient in MS Word, PowerPoint and Excel(VLOOKUP, HLOOKUP, Pivot tables, data tables) Personal Profile:-
Education :
Graduation in Commerce studies -Mumbai University of Mumbai, India.- Year-2014.
Certification :
NISM – VA Mutual Fund Exam 2022.
IRDA Insurance Exam 2014.
Diploma in computers. 2014.
Date of Birth : 28/07/1993
Language Known:- English, Hindi, Marathi, & Urdu
Nationality : Indian
Marital Status: Single.
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