Assistant Manager-Complaint Management
Suryoday Small Finance Bank Ltd.
Total years of experience :5 years, 0 Months
• Collaborated with stakeholders, project leads, and developers to define project objectives and deliverables effectively.
• Utilized advanced data analysis techniques to examine customer queries, requests, and complaints within the banking process.
• Developed Business Requirements Document (BRD) by incorporating customer feedback and stakeholder requirements, prioritizing to align with project goals and objectives effectively
• Implemented an AI-based chatbot project, resulting in a notable 20% reduction in inbound calls and significant enhancement of overall customer services.
• Deployed a cloud-based dialer for call center, improving customer connectivity, reducing wait times, and decreasing abandoned calls, thereby enhancing the overall customer experience.
• Implemented an AI-based voice bot system for outbound customer communication, providing real-time updates. Reduced manual outbound calling through automation.
• Utilized Salesforce for detailed analysis of customer lead data across products like credit card and CASA, monitoring conversion rates.
• Configured lead data integration with CISCO dialer to enhance product sales effectiveness and reduce application processing time, improving operational efficiency.
• Used advanced Salesforce reporting tools to create comprehensive sales performance reports, offering actionable insights for resource optimization and performance enhancements.
• Collaborated with sales and digital marketing teams to translate Salesforce insights into targeted campaigns, resulting in significant sales growth and expanded customer acquisition efforts.
• Effectively manage and coordinate manpower, resources, and information to support and optimize site activities
• Oversee and manage B2B sales activities, leveraging manpower, resources, and information to drive revenue growth
• Collaborate with the sales team to develop effective strategies and action plans, ensuring alignment with organizational goals and objectives.
Project Execution Engineer of AC System Package at NTPC MEJA, UP.Oil India Ltd, Noida, UP.
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