Subarna Dhar

Growth Path:
Oct’05-Dec’06 Customer Service Officer
Jan’07-Jan’11 Assistant Manager - Service Quality (Banking and Credit Cards)
Feb’11-Aug’12 Manager - Service Quality

Key Result Areas:
As Manager - Service Quality:
• Spearheaded entire aspects of service quality for contact center of the bank which comprised of a team of 50 members
• Carried out :
Surprise audits at the vendor location to ensure smooth operation and calibration sessions with quality analyst, supervisors & trainers
o Analysis of data to identify strategies for improvement of service and productivity
o Market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service
o Training on new products, processes and systems
o Recruitment process for the contact centre
o Service quality related activities in the migration process of the banking and credit card contact center
• Devised a process for pre-selection test to be conducted for all new hires to ensure the candidates with superior skills are hiring for the unit
• Identified the areas of improvement and the challenges that the team faces during the delivery of service and providing solution
• Deftly maintained the performance report of team and sharing with the stake holders on a weekly and monthly basis
• Provided approvals related to the drafts which were sent by the correspondence unit to the customers
• Developed process and training manuals w.r.t. the quality documentation updated with any changes
• Improved the quality of complaint resolution by highlighting to various departments if the quality of resolved complaints is not satisfactory
• Played a key role in:
o Re-engineering of processes that result in enhancing customer experience and cost reduction
o Improving the quality of customer touch points, like SMS’s, emails website content etc.
o Managing vendor training and service quality and set SLA for vendors
• Served as First point for contact Service quality related activities in the migration process of the banking and credit card contact center
o Design and implementation of various projects and programs for staff resulting in generation of revenue for the bank and staff retention
o Development of new matrices and benchmarks of quality standards directed towards improving the performance of the team and increased level of customer satisfaction
As Assistant Manager - Service Quality (Banking and Credit Cards):
• Adroitly conducted:
o Quality checks to ensure required standards are maintained by officers according to the laid down guidelines
o Quality checks on calls and emails to ensure compliance with the process, accurate and timely resolution provided to the customers
o Audit checks conducted to ensure appropriate closure of service request to ensure customer satisfaction
o Regular sessions with supervisors and managers of the respective teams in the unit to update them of their teams’ quality performance, to identify issues and assist in closures
o Root cause analysis done for any call/mail escalated to senior management and worked on closure of cases
o Feedback sessions with the team on a regular basis
• Skillfully identified areas of process improvements and coordinated with relevant departments for implementation
Well versed with the banking, credit card and loan product.

As Customer Service Officer:
• Instrumentally answered inbound calls (on an average 80 to100 calls) from banking and credit card customers, responded to their queries, resolved complaints
• Managed the customer E-mails (on an average of 40 mails) for banking and credit card customers and providing complete resolutions to queries and complaints
• Looked after the follow-up cases of the team ensuring quick closure of the cases by interacting with the branch, sales team and operations team
• Mentored new recruits on product and systems

ICICI BANK LIMITED, MUMBAI
ICICI Bank is India's second largest bank and offers a wide range of banking products and financial services to corporate and retail customers.

Period: January 2003 - January 2005
Designation: Customer Service Officer (handling mutual funds)

Job Responsibility
➢ Answered inbound calls pertaining to mutual funds and bonds, handled online transaction request
➢ Communicate correct product information and turn around times to customers while handling requests and complaints.
➢ Responsibility of handling inbound calls and E-Mails mainly of high net worth customers.
➢ Looking after the closure of request and complaints raised by the team.
➢ Prepared MIS of sales lead generated by the team.