Experience

Intellyk Inc.

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Professional Recruiter

  • Jul 2022 - Present



IndusInd Bank

• India
• Banking
• 700 & Above Employee

• Manager

  • May 2016 - Aug 2021

  I have been part of customer service and now a Video Relationship Manager to enhance the customer service experience. Indusind Bank is one of the top most banks in customer service and products. Dealing with local market is a value added experience in today's market. I have been part of customer service and now a Video Relationship Manager to enhance the customer service experience. Indusind Bank is one of the top most banks in customer service and products. Dealing with local market is a value added experience in today's market.



Tata Consultancy Services

• Team Lead

  • Jan 2011 - Nov 2015

  
  Responsible for stabilizing new processes for smooth operations and taking process improvement initiatives to achieve maximum efficiency in various operations. Ensuring process adherence on the SOP’s through internal audits.
  Coordinating with internal departments for smooth functionality of the process. Analyzing skill setsand personal interests of the individuals and grooming them for the next level.
  Gearing the activities for understanding and coordinating clients’ needs/enhancements, customization, software-related issue of clients and consulting with technical team to provide solutions in adherence to delivery schedules.
  Collaborating with the team members and senior management to maintain a continuous stream ofinformation regarding the project status and progress.
  Addressing and resolving various grievances aired by customers and staff, to maintain aharmonious working environment and collecting customer feedback.
  Responsible for achieving SLA’s and KPI’s in terms of Quality/Productivity/Escalations/Transfers; Reporting SLA's, analysis on deliverables such as the Turn Around Time, Customer Satisfaction etc. as agreed with the client.
  Establishing and reviewing Standard Operating Procedures in order to provide clear guidelines forstaff and allowing initiative wherever circumstances dictate.
  Demonstrating capabilities in managing client relationships; possesses natural flair for building relations, customer service and achieving optimum level of customer satisfaction.