Aliya Khan
Mumbai
Summary
Dynamic, results-driven professional with extensive experience in management, quality assurance, and program development. Proven track record of contributing to long-term success, fostering growth, and building enduring relationships within reputable organizations. Expertise in driving excellence through effective training, process optimization, and a customer-centric approach.
Overview
12
12
years of professional experience
Work History
Grievance redressal desk (Senior management Escalation)
IndusInd Bank
7 2024 - Current
- Managed escalations from Senior Management and Functional Heads, ensuring prompt and effective resolution to enhance customer satisfaction.
- Addressed customer queries, requests, and complaints with strong product/process expertise and effective communication.
- Conducted thorough root cause analysis and shared findings with relevant authorities, coordinating with departments and branches for efficient resolution.
- Monitored and escalated cases exceeding TAT, ensuring adherence to timelines and compliance guidelines.
- Provided end-to-end solutions for customer escalations, demonstrating ownership and proactive problem-solving skills.
- Communicated complex issues with customers via email and calls, handling difficult interactions, including negative feedback and CEO escalations, with professionalism.
- Maintained up-to-date knowledge through continuous learning, focusing on resolving grievances and improving customer satisfaction through positive interactions.
Nodal Officer
IndusInd Bank
Mumbai
07.2023 - 06.2024
- Managed escalated complaints efficiently, ensuring timely customer satisfaction.
- Handled customer queries, requests, and complaints with strong product/process knowledge and communication skills.
- Conducted root cause analysis, sharing findings with relevant departments and coordinating for resolution.
- Monitored cases exceeding TAT, escalating as necessary to ensure prompt resolution.
- Ensured compliance with guidelines and regulations, maintaining high service standards.
- Delivered end-to-end resolution for customer escalations, demonstrating ownership and initiative.
- Communicated effectively with customers via email and calls, addressing complex issues with a proactive and positive approach.
- Managed challenging customer interactions, including handling negative feedback and CEO escalations, with professionalism.
- Continued self-learning to stay updated on industry trends and best practices, with a focus on resolving grievances and improving customer satisfaction.
VRM. (Video Relationship Manager)
IndusInd Bank
08.2015 - 07.2023
- Managed inbound calls efficiently, ensuring high levels of customer satisfaction.
- Cross-trained in handling credit card inquiries and issues.
- Addressed customer queries, requests, and complaints for both Banking and Cards with strong product/process knowledge and effective communication.
- Coordinated with resolution units to ensure timely and accurate problem-solving.
- Served as a Subject Matter Expert (SME), conducting outbound calls for missed opportunities and delegating cases to relevant departments.
- Conducted face-to-face video conferences with customers, handling inquiries and issues related to Banking, Credit Cards, and Loans.
- Ensured prompt resolution of customer concerns within designated TAT.
Sales Executive
Quikr India Pvt. Ltd.
04.2014 - 04.2015
- Trained new employees on delivering exceptional customer service over the phone.
- Demonstrated expertise in customer service regulations and resolving client issues.
- Effectively cross-sold products and services, providing detailed information to customers.
- Identified and reported potential fraud, ensuring transaction security.
- Managed multiple tasks, prioritizing customer needs to resolve issues promptly.
- Assisted in fund transfers between accounts.
Sales Executive
Andromeda Pvt. Ltd.
11.2012 - 04.2014
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Education
Arts Graduate -
Institute Of Technology & Management Studies
HSC - undefined
Vikas Collage
SSC - undefined
Shree Siddhi Vinayak Eng. High School
Skills
Presentation skills
Customer service skills
Interpersonal and communication skills
Team player
Time management
Knowledge of Computers & Internet
Additional Qualification
MS-CIT
Personal Information
- Date of Birth: 06/28/1987
- Gender: Female
- Marital Status: Unmarried
Languages
English
Hindi
Arabic
Marathi
Timeline
Nodal Officer
IndusInd Bank
07.2023 - 06.2024
VRM. (Video Relationship Manager)
IndusInd Bank
08.2015 - 07.2023
Sales Executive
Quikr India Pvt. Ltd.
04.2014 - 04.2015
Sales Executive
Andromeda Pvt. Ltd.
11.2012 - 04.2014
Grievance redressal desk (Senior management Escalation)
IndusInd Bank
7 2024 - Current
Arts Graduate -
Institute Of Technology & Management Studies
HSC - undefined
Vikas Collage
SSC - undefined
Shree Siddhi Vinayak Eng. High School
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