SHRADDHA R. SHARMA

Mobile: +91 9920849294/9167773969 | Email: shraddha.balodi@gmail.comAdd: 14/3, Bhandari Building, Wadia street, behin Tardeo Bus depot, Tardeo, Mumbai 400034

ACCOMPLISHED CUSTOMER SERVICE, SALES AND RETENTIONS, OPS

MANAGEMENT AND CAMPAIGNS/PROJECT MANAGEMENT

Competent, diligent & result oriented professional, offering exposure across Sales and Retentions, Customer Service Management, , Relationship Management, Team Management and NRI Campaigns and Project Management.

Financial planning for NRI Customers, Risk Profiling, Portfolio management and Review. Setting high standards in service ensuring customer satisfaction and delight. Responsible for portfolio enhancement, deepening and growth in NRI in the current profile.

Pivotal in setting up Promotional Campaigns while achieving Revenue, Profit and Business Growth Objectives while ensuring top line and bottom line profitability.

Adept at assessing the financial needs of various clients , Knowledge of common financial products and packages for NRI Customers, Ability to determine client needs and seek pleasant resolutions ,Ability to oversee staff and prepare effective staffing schedules ,Excellent communications skills.

Dexterity in formulating & implementing Customer Retention & Escalation Handling Planning & Business Development strategies and ensuring profitability of organization & employees. Diligent and resourceful professional with hands on expertise in devising measures for enhancing Operational Efficiency.

Excellent time management skills with proven ability to work accurately and quickly prioritize, coordinate and consolidate tasks; resilient with a high level of personal integrity and energy experience.

As leader of customer care department, has taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues.

CORE COMPETENCIES

Marketing Negotiating Dynamic Smart Relationship BuildingComplaint Procedures Effective QuestioningManaging Objections Awareness Presentation

Strong closing skills Influencing skills Building Relationships Account Management Selling Creatively Up-selling

Entrepreneurial flair Increasing revenue growth High energy levels People Management Business Planning

Coming up with ideas Commercial judgment Analyzing data Effective Planning skills Innovative Business sense

PROFESIONAL EXPERIENCE:

AXIS BANK MUMBAI HEAD OFFICE Since September’2014NRI PROJECTS and CAMPAIGN Management (NRI PORTFOLIO TEAM)

Responsible for setting up, re-designing and successful launch of NRI First Impressions Direct 2 Customer Email Communication for NTB NRI Customers across all geos. Successful Launch of 41 triggers and Campaigns for the FY 15 -16.Re-designing structure and developing content of NRI Microsite for NTB customers of Axis Bank.Launch of new campaigns for NRI customers aimed at deepening and digital onboarding -End to end campaign management(Coordinating with BIU, Marketing, Compliance, IT, Campaign Management team, various vendors and Finacle MIS teams)

Planning and executing Inter Department Campaigns to drive specific products such as Home loans , NRE Debit cards, PIS, Axis Direct , GCC NRI Base campaigns (Cordinating with BIU, Marketing, Compliance, IT, Campaign Management team, Cequity team and Finacle MIS for winner list)Successful Completion of Projects designed keeping in mind top issues highlighted by NRI Customers through Phone Banking Channel (Deliverable Tracking solution, RM Mapping, Digital banking registration issues, New account opening related issues) Responsible for various Customer Contactability Projects to increase Contactability through various channels (Mobile App, Internet Banking, Branch, and Overseas Rep. offices)Monthly Reporting on Campaigns and Trigger effectiveness. Designing and publishing NRI trigger related internal newsletterAnalysing the NRI Campaign results to understand the effectiveness and modify campaign construct to increase the impactCreate and circulate internal communications in order to educate the Channels of the utility of the triggers. One internal communication atleast per trigger.Advising HNIs & UHNIs on Equities (Mutual Funds, and PMS), Debt Instruments (Bonds, Debt Funds, FMPs, and Corporate Fixed Deposits).Managing sales leads through various channels (Website, NRI Microsite, Phone Banking team and Remittance team)Approach the potential customers through Direct 2 Customer communication and according to the different needs and geographies of NRI customers provide advices on investment strategies and proper product in order to reach their goal. Create and circulate internal communications in order to educate the RM Channels of the utility of the triggers. Review financial and business periodicals to gather up to date information, monitor clients’ portfolios regularly.Business development through various financial products like MF, Life Insurance and Home Loans. Coordinating with business associates.Maintaining records of specific information about the client complaints, queries, reports, client dealings and relationships.

FORTE INCLUDES Expertise in brand building, Project Management, and setting up launches & promotional campaigns while

achieving satisfied Customer Service, revenue, profit and business growth objectives while ensuring top line and bottom line profitability.

Dexterity in formulating & implementing strategic & tactical Team Management plans and potential of ensuring profitability of organization & employees.

Devising measures for enhancing operational efficiency through effective administration, communication & operations management.

KOTAK BANK MUMBAI HEAD OFFICE May 2012 – Sept 2014NRI ONLINE ACCOUNT OPENING (Customer Service Quality)

Maintaining sales target for team handling outbound calls Setting up individual and team target on a weekly and monthly basisEvaluating mid-week performance of each employee and assessing new targetsMotivating team member through rewards and recognition programmes on a monthly basisDesigning SOP as per the yearly budget and business goalsProduct Refreshers for Relationship ManagersPreparing Scripts Analysis on Customer Feedback and tagging the Customer verbatim, Closing all negative feedbacks through Service RecoveryHighlighting Process gaps to Product Team of NR Acquisition and Service teamPreparing team performance chart, action plan and road aheadPreparing Training Module, Customer AppreciationMonitoring and Coaching Relationship ManagersPreparing Weekly Quality and Pre – Post Training ReportsWorking with Team Leaders and Senior Managers to improve BQ Performance, improve efficiency and overall Quality and customer experienceMonthly RnR’s

Improving Team sales ability and evaluated for achieving weekly and monthly sales target

TECH MAHINDRA SERVICES(3 GLOBAL SERVICES) Oct 2003 – April 2012

SALES AND RETENTIONS/ CUSTOMER SERVICES (Team Leader)

Improving Team sales ability and evaluated for achieving weekly and monthly sales targetResponsible for preparing monthly business reports on team performance, training modules, new processesReviews and analyses advisor wise and department performance and quality reportsAnalyses historical data to make forecasts and uses that for planning.Ensures contact center compliance with all quality measures & regulatory obligations by means of EvaluationsHas an eye for detail to be able to pick trends and build effective actions plans around them as per the business needsDevelops effective relationships with all areas within contact center and UK counterparts to ensure quality expectations are met & strategy on improvements are agreed.Ensures scheduled and on demand reports and calibrations are produced on all quality (including regulatory) measures & trends. Implements customer satisfaction strategy.Participates in cross-functional teams across the business to enhance quality systems and processes with the aim of improving the customer experience.

SCHOLASTIC PORTFOLIO B.Com-Mumbai University Computer Literate, MS Office, Internet

PERSONALITY Visionary, Prudent, Change Manager, Mentor, Gifted with the vision, determination and skills needed for high-level

strategies and tactics

PERSONAL DETAIL

Date of Birth 29th April 1983 Languages Known English, Hindi and Marathi Hobbies Travelling and Book Reading