Akshata Mane
Pune
Summary
Experienced Customer Service Representative in the financial industry. Committed to providing exceptional service, building relationships, and driving satisfaction and loyalty. Skilled in problem-solving, communication, and attention to detail. Passionate about exceeding expectations and enhancing the customer experience with proactive assistance and personalized solutions.
Overview
8
8
years of professional experience
Work History
Senior Process Consultant
Tata Consultancy Services
01.2024 - Current
- Work with and advise customers in opening accounts and performing transactions for a prestigious client.
- Collect customer information and input data into the system, ensuring confidentiality at all times.
- Assist customers with taking out different types of loans, including personal, auto, home equity, etc.
- Meet with new bank customers to explain all the services and features the bank has to offer.
- Place phone calls to current bank customers regarding account changes or suggested options.
- Greeted bank customers upon entry and assist them in whatever they need.
- Processed transfers check cashing, deposits, withdrawals, etc. for drive-through or walk-in customers.
- Assisted customers in opening checking or savings accounts.
- Encouraged customers to sign up for bank credit/debit card for ease of use.
- Accepted and processed credit card or loan payments.
Senior Technology Support Executive
Infosys BPM
01.2020 - 01.2023
- Support the provision of customer service through various communication channels including chat, email and phone.
- Support the execution of customer service requirements to resolve more complex customer needs, requests and enquires.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement and providing recommendations for change in customer care processes, by providing feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of customer inquiries and issues related to the bank’s products and services, including account balances, transactions and payments.
- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness .
Associate - Operations
WNS
07.2018 - 11.2019
- End to end product handling (Zurich Insurance).
- Well versed with product life cycle, ALSO$1B liability project client trained.
- Acted as a point person for MCT customers for On shore on the offshore team.
- Maintained Excel and Word Document for all the data for uniform handling of data.
- Six Sigma Lean Trained for a day.
- Individual claim handling to understand property, personal, motor, MCT(Major Customers), global insurances.
- Worked on all LOB'S(Line of Business).
- Prepared PPT to send on shore related to business.
- Spoke to different insurance companies to establish liabilities.
- Helped clients establish and secure liability in personal claims.
- Won Q4 and Q3 'PAT on the back award'.
Project Engineer
Wipro Technologies
01.2017 - 07.2017
- Worked on a Ticketing tool like service now.
- Provided on-site technical support during major client deployments, ensuring smooth implementation and high customer satisfaction.
- Managed and resolved over technical support tickets per month, achieving a 95% client satisfaction rating.
- Closely adhered to established processes and procedures to ensure Service Level Agreements were met.
- Managed email (Lotus Notes), change order and voice mail queues, creating and escalating service requests within Service Level Agreement(SLA) time frames and interacting with customers to gather and relay additional information as needed.
- Worked on incident management.
- Creation of tickets using service now portal and request.
- Worked for a business to business profile.
Education
High School -
St. Ursula High School
Graduation -
Pimpri Chinchwad College Of Engineering
Nowrosjee Wadia College
Skills
- Extensive understanding of mathematics, especially interest
- Organized and thorough in all paperwork and data entry
- Professional in appearance at all times
- Multitasking skills needed to assist multiple customers at once
- Experience of working in BPO/KPO/ Voice/ Calling
- Technical skills (Excel, MS SharePoint etc)
Hobbies and Interests
- Yoga
- Reading
- Listening to music
Timeline
Senior Process Consultant
Tata Consultancy Services
01.2024 - Current
Senior Technology Support Executive
Infosys BPM
01.2020 - 01.2023
Associate - Operations
WNS
07.2018 - 11.2019
Project Engineer
Wipro Technologies
01.2017 - 07.2017
Graduation -
Pimpri Chinchwad College Of Engineering
Nowrosjee Wadia College
High School -
St. Ursula High School
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