Avishek Burnwal

Unit Head(DVP) - Inbound Customer service

Role: Unit Head - Deputy Vice President at HDFC Bank
Location: New Delhi, DL, IN
LinkedIn followers: 500 followers

About Avishek Burnwal

Results-driven professional with 20+ years of experience in Customer Service, sales, relationship management, and business analytics. Proven track record of driving growth, improving customer satisfaction, and leading teams. Expertise in inbound customer service, insurance sales, channel management, product planning, and virtual banking. Skilled in Inbound customer service Tele-Sales, Cross-Sell, and Project Management.\"

Experience

Unit Head - Deputy Vice President
HDFC Bank
Jun 2024 — Present · New Delhi, IN
Unit Head - Inbound Customer Service*Key Responsibilities:*1.*Team Management:*- Leading and managing a team of 100+ customer service representatives - Ensure adherence to service standards, policies, and procedures - Conduct regular coaching and feedback sessions to enhance agent performance2.*Customer Service:*- Ensure high-quality customer interactions, resolving issues promptly and efficiently - Drive customer satisfaction, retention, and loyalty - Oversee complaint handling and resolution, meeting Service TAT (Turn-Around-Time) standards3.*Sales and Revenue Growth:*- Cross-sell and upsell banking products to customers, meeting cross sell plan - Identify opportunities to increase revenue and improve customer wallet share4.*Operational Excellence:*- Monitor and optimize call productivity, agent utilization, and adherence to schedule - Ensure compliance with regulatory requirements, audit standards, and internal policies - Implement process improvements to enhance efficiency and customer experience5.*Reporting and Analytics:*- Analyze performance metrics, customer feedback, and sales data to identify areas for improvement - Develop and present reports to stakeholders, highlighting progress and opportunities

Education

Chetana Institute of management & research
PGDBM, Marketing
2004 — 2006
PGDAV, DELHI
B com, Accounting and Finance
2003
pandit Nehru memorial college gomoh
12th, Marketing
1999
Bishop high school, gomoh
10th
1986 — 1997

Skills

Cross Selling
Sales
Relationship Management
Loans

Contact information

Verified work emails, personal emails, and direct dials — unlocked in one click.

Work email
•••••@hdfc.bank.in
Personal email
•••••@•••••.com
Direct dial
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Current company

HDFC Bank

Banking · 216K employees · Mumbai, Maharashtra, India

HDFC Bank is India's largest private sector bank, offering a comprehensive range of financial products and services to our customer base of over 92 million. Our extensive distribution network of 8,919 branches and 21,031 ATMs across 3,836 cities and towns as of August 2024, reaches every corner of the country, making us accessible to millions. Promoted by Housing Development Finance Corporation (HDFC), India's leading housing finance company, HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank". With a single-minded focus on product leadership, customer focus and operational excellence, we have emerged as a leading player in all our business segments. We cater to individuals and businesses, offering a full range of innovative banking solutions including loans, payments, and wealth management. Our business solutions empower companies of all sizes, from MSMEs to large corporations, helping them grow with tailored banking services and financial tools. In 2023, the Bank merged with HDFC Ltd, combining our robust banking services with HDFC Ltd's legacy of leadership in housing finance. This merger enhances our ability to offer home loans and other financial services, ensuring seamless access for customers across urban and rural areas. As a socially responsible corporate citizen, we believe in banking with a purpose. Through our CSR initiative, Parivartan, we actively work to drive positive change across education, healthcare, skills training, and sustainable livelihoods impacting over 10 crore lives across the country. Our commitment to community impact is as strong as our dedication to delivering value to our stakeholders. As we expand, we continue to stay at the forefront of innovation, offering seamless digital banking experiences to enhance the lives of our customers. HDFC Bank prioritises the security of its systems and remains committed to maintaining the confidentiality of its customers' data. As a precaution

hdfc.bank.in

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About Avishek Burnwal

Experience

Unit Head - Deputy Vice President

Education

Chetana Institute of management & research

PGDAV, DELHI

pandit Nehru memorial college gomoh

Bishop high school, gomoh

Skills

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