Summary
Overview
Work History
Education
Skills
Timeline
Generic

Adarsh Santosh Jathar

Relationship Manager
Mumbai

Summary

A dedicated professional with extensive experience in customer relationship management at ICICI Bank. Proven track record in effectively managing customer queries and escalations through voice and email channels. Currently part of the Root Cause Analysis (RCA) team, focusing on providing in-depth analysis for senior management and RBI escalated cases, offering actionable feedback to enhance team efficiency. Proficient in customer service, problem resolution, and process optimization.

Overview

4
4
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Relationship Manager – Phone Banking Group

ICICI Bank
11.2021 - Current

Root Cause Analysis (RCA)

  • Conducted in-depth analysis of escalated cases from senior management and the RBI.
  • Identified root causes and recommended process improvements.
  • Delivered insights to improve efficiency and reduce repeat complaints.

Escalation Prevention Unit (Email Support)

  • Handled customer escalations via email with timely and effective resolution.
  • Worked cross-functionally with product and service teams to resolve complex issues.

Voice Support

  • Provided assistance to customers via inbound calls regarding banking services.
  • Resolved queries promptly while ensuring compliance and accuracy.
  • Promoted cross-selling of financial products during service interactions.

Education

M.Sc. - Environmental Science

B. K. Birla College of Arts, Science And Commerce (Autonomous)
Kalyan
01.2019 - 01.2021

B.Sc. - Chemistry

Ramniranjan Jhunjhunwala College
Mumbai
01.2016 - 01.2019

Skills

  • Customer Escalation Management

  • Root Cause Analysis (RCA)

  • Process Optimization

  • Voice & Email Support

  • Interpersonal & Communication Skills

  • Analytical Thinking

  • Cross-functional Collaboration

  • Customer Satisfaction & Retention

Timeline

Relationship Manager – Phone Banking Group

ICICI Bank
11.2021 - Current

M.Sc. - Environmental Science

B. K. Birla College of Arts, Science And Commerce (Autonomous)
01.2019 - 01.2021

B.Sc. - Chemistry

Ramniranjan Jhunjhunwala College
01.2016 - 01.2019
Adarsh Santosh JatharRelationship Manager