Customer Service Relationship Manager

PRATIKSHA KSHITIJ JOSHI

Name : Pratiksha Joshi

Mobile :860*******

Email :***************@*****.***

Seeking a challenging career in an esteemed organization where my talent, experience will have valuable application, to achieve established objective leading company’s endurance towards its mission and philosophy so as I am encouraged to keep enhancing perception level and application of which would be an asset of the company

• B.COM - 2014 – Passed with “FIRST CLASS” from ADARSHA COLLEGE OF ARTS AND COMMERCE – Badlapur – 421 503, Dist: Thane – State: Maharashtra - India

• H.S.C.–2011 – Passed with “FIRST CLASS” from HILL SPRING COLLEGE OF SCIENCE AND COMMERCE, Badlapur – 421 503, Dist.: Thane – State: Maharashtra – India

• S.S.C.–2010 – Passed with “FIRST CLASS” from IES – KATRAP VIDYALAYA – Badlapur-421503, Dist.: Thane – State: Maharashtra – India.

• Have successfully completed Foundation Course of “I C S I”

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• Sales • Contact Centers • Aggregator Business • Customer Service • Collections

• Computer literate

• Quick learner

• Work with total involvement

• Ability to deal with any situation the way it is needed

• Self-motivated to learn and an ability to grasp new concepts quickly

• Professional with over 8 years of total work experience across financial services sector in Bank

(Collections), NBFC (Digital Team), Fintech (Aggregator Business) with complete focus on Profitability and Revenue generation as the end goal. PERSONAL DETAILS

WORK EXPERIENCE

CAREER OBJECTIVES

SKILLS & KEY COMPETENCIES

EDUCATIONAL BACKGROUND

PRATIKSHA KSHITIJ JOSHI

• Extensive experience in customer contact management for various business like collections, Managing unsecured loans business through Partners (NBFC & Banks), Partner management, End to End coordination, Customer Service & Operations.

• Adept at interacting with internal and external stakeholders across all hierarchical levels with excellent communication and analytical skills

(1) Organization : IDFC FIRST BANK

Position : RELATIONSHIP MANAGER

Duration : July 2022 – as of now

Responsibilities

• Build and improve relationships with Customers, key suppliers and partners

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• Review Organizations’ Practices to ensure clients get maximum satisfaction from their purchases

• Identify potential opportunities and inform the sales team to follow up

• Educate and inform clients about organization’s Products, services and special offers

• Attend the clients’ complaints and resolve issues promptly

• Recommending ways of improving clients’ satisfaction

• Work with internal departments to ensure organization meets clients’ expectations

• Oversee customer relationship management system

(2) Organization : YES BANK

Position : RELATIONSHIP MANAGER

Duration : Feb 2021 to June 2022

Responsibilities

• Understand customer needs and develop plans to address them

• Identify key staff in client’s companies to cultivate profitable relationships

• Resolve customer complaints quickly and effectively

• Forward up-selling and cross-selling opportunities to the sales team

• Promote high-quality sales, supply and customer service processes

• Aim to preserve customers and renew contracts

(3) Organization : 5NANCE.COM

Position : FINANCIAL SALES ADVISOR

Duration : June 2018 to Jan 2021

Responsibilities

• Manages complete unsecure loans business to 5nance.com by driving revenues through various Banking and NBFC partners and increase business

• End to End customer co-ordination with Customers and Partners to ensure customer get the best offer for personal / short term loan.

• Act as first level underwriter to screen customers profile as per Banks policies and get the right offer for the customer suitable for his profile

• Manager complete KYC and additional documentation required to process the disbursement to the customer

• Manage TAT of disbursement through rigorous follow ups with partners

• Manage customer experience by offering best in class service through constant engagement PRATIKSHA KSHITIJ JOSHI

• Driving business targets and sales objectives of the entire function. Train and enable new team members for smooth transition

• Drive best practices and create of excellence for driving efficiencies and efficacy with the online function

• Enable marketing with first hand data and customer insights to drive effective campaign and drive higher conversions, month on month.

(4) Organization : TATA BUSINESS SUPPORT SERVICES

Position : CUSTOMER SERVICE ADVISOR

Duration : Nov 2016 to May 2018

Responsibilities

• Manage Personal Loans customers for Tata Capital, by coordinating with customers through Voice and Emails.

• Screen and Profile the customer basis TATA Capital credit Policy and assist sales and operations and credit team in disbursements

• Act as first level underwriter before sharing the case with the Underwriting team by screening the customer of CIBIL and policy norms.

• Ensure Service quality and SLA adherence at all times as per set KRA’s month on month identify process gaps within existing process for enhanced customer experience and increased productivity

(5) Company : HDFC BANK

Position : Junior Officer

Duration : June 2015 to July 2016

Responsibilities

• Process involved Credit Card Collections for HDFC CC customers.

• Screen and Monitor credit card accounts to identify outstanding debts and delinquency.

• Track and identify clients whose accounts are in collections, inform the customers of the outstanding overdue amount and convince the customer to make overdue payments

• Educate the customers and take actions to enable timely debt payments.

• Process payments and manage reports on collections activities

• Manage service quality and SLA adherence at all times as defined in KRA’s

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Winner of EXCELLENCE AWARD for Quarterly Performance from TATA BUSINESS SUPPORT SERVICES – Thane – State: Maharashtra- India

Winner of best credit card seller for continuously for 2 quarters from Yes Bank Winner of best credit card seller for one quarter from IDFC first bank also got a certificate for general insurance for one quarter.

Listening music / surfing on internet

ACHIEVEMENT & EXTRA CURRICULUM

PRATIKSHA KSHITIJ JOSHI

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I hereby state that the above furnished information is true and accurate to the best of my knowledge and declare that if I am given an opportunity I will discharge my duties to the entire satisfaction of my superiors.

DECLARATION

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