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
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