Mukta Misal
Navi Mumbai, Kharghar
Summary
Proactive and results-oriented professional with a proven track record at Kotak Mahindra Bank, adept in Social Media Management and Problem-Solving. Excelled in resolving 90% of customer complaints within 24 hours, leveraging skills in Microsoft Office and a friendly, positive attitude to enhance customer satisfaction and drive business success.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Kotak Mahindra Bank
Assistant Manger
12.2022 - Current
- Maintained detailed records of all escalation cases, ensuring accurate reporting and data analysis for management review.
- Managed and resolved customer complaints on social media platforms (Twitter,Facebook,Instagram) as well as managed customer first(level 1) complaints via emails.
- Developed & implemented social media crisis management strategies & resolved 90% complaints within 24 hours .
- Escalated customer issues to management for appropriate action to be taken.
- Delivered prompt resolutions to escalated inquiries by gathering necessary information from customers and internal resources.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Managed 500+ customer complaints with social media complaints via emails per month.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Handled as well as performed a sole business (construction equipment) in sale department .
- Experience in salesforce as well as Released Non Objection Certificate towards the commercial loan (NOC).
Education
Masters in Commerce
IDOL University of Mumbai
Mumbai, India03-2023
Bachelor In Accounting & Finance
B.K Birla College
Kalyan, India03-2022
Maharashtra State Board(HSC)
University of Mumbai
Karjat, India03-2017
Maharashtra State Board (SSC)
K.E.S English Medium School
Karjat, India03-2015
Skills
- Social Media Management
- Problem-Solving
- Friendly, Positive Attitude
- Flexible and Adaptable
- Multitasking
- Attention to Detail
- Microsoft Office
Certification
- Top performer in Commercial Premium league (CPL) held by Kotak Mahindra bank-Commercial Banking Department in month of November 2023 & January 2024.
- Certified with exceptional performance for the month of Oct 2023 by Kotak Mahindra bank.
- Six Months Professional Certification in Banking and Finance from BankEdge Academy
- Certified MSCIT Course with the skill of Microsoft office: MS Word (Proficient), MS PowerPoint (Proficient), MS Excel (Proficient),Outlook
- Certified Course in Tally 9.00 ERP with GST & Typing 30@w.m.p
Timeline
Kotak Mahindra Bank
Assistant Manger
12.2022 - Current
- Top performer in Commercial Premium league (CPL) held by Kotak Mahindra bank-Commercial Banking Department in month of November 2023 & January 2024.
- Certified with exceptional performance for the month of Oct 2023 by Kotak Mahindra bank.
- Six Months Professional Certification in Banking and Finance from BankEdge Academy
- Certified MSCIT Course with the skill of Microsoft office: MS Word (Proficient), MS PowerPoint (Proficient), MS Excel (Proficient),Outlook
- Certified Course in Tally 9.00 ERP with GST & Typing 30@w.m.p
Masters in Commerce
IDOL University of Mumbai
Bachelor In Accounting & Finance
B.K Birla College
Maharashtra State Board(HSC)
University of Mumbai
Maharashtra State Board (SSC)
K.E.S English Medium School
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