Aug 2022 – Jan 2024 · 1 yr 5 mos · Mumbai, Maharashtra, India · Remote

• Conducted thematic reviews of key products and processes, identifying systemic issues and sharing actionable insights, gaps, and improvement recommendations with the relevant business units.
• Reviewed digital customer touch-points(MB,NB,WB) on a monthly basis, identifying UX and service gaps, and partnering with relevant units to drive enhancements.
• Executed CX improvement projects including branch lobby monitoring and assessment of RM performance on key service parameters, resulting in enhanced customer satisfaction and service consistency.

Jun 2021 – Aug 2022 · 1 yr 2 mos · Chandigarh, India · Hybrid

• Conducting Service Quality and Customer Experience Audits of mapped branches.
• Handling customer complaints and escalations from RBI and MD desk.
• Conducting training and workshops on banking products and policies for front end staff.
• Ensuring Service compliance by the branches on various regulatory requirements.
• Controlling Blackspot and 5K debits.
• Driving TAT, FTR and digital adoption in branches to ensure excellent customer experience and customer engagement.
• Working on projects for structural changes in process.
• Conducting Customer Service Meetings and analyzing NPS of mapped branches.

Apr 2017 – Jun 2021 · 4 yrs 2 mos · Chandigarh Area, India

• Joined as a Management Trainee then elevated to Service Quality role.
• Conducting Service Quality and Customer Experience Audits of mapped branches.
• Handling customer escalations of mapped branches through various channels- Branch, Call Centre, RNO, PNO, RBI, CGRM.
• Conducting training on banking products and policies for front end staff
• Evaluating the report on quality of complaints reduction- 100% audit of complaints closed, customers call backs to ensure satisfaction
• Ensure Service compliance by the branches on various regulatory requirements.
• Implementation of feasible process improvements in customer and bank interest.
• Conducting Customer Service Meetings, analyzing C-SAT, NPS survey and Mystery Shopping scores of mapped branches. This helps in achievement of customer feedback and satisfaction level.
• Conducting RCA for Asset businesses (MSE, Housing) where the loans disbursed out of TAT.

Jun 2016 – Aug 2016 · 2 mos · Chandīgarh Area, India

• Responsible for the project title"Budgeting of marketing expenditure." It was completed by using various techniques like ratio analysis, accounting and SPSS.