Dinesh Kateja

About Dinesh Kateja

9+ Years of experience in Banking, Customer Service, Service Quality.Working currently in VOC Program Team, Dynamic Communicator and Relationship-Builder with superior detail orientation who engenders collaborative spirit, consistently resulting in extraordinary outcomes for the Organization.Proficient at building and maintaining professional relationships with stakeholders and I identify and provide solutions by utilizing an efficient consultation and an effective educational approach.Drive VOC Program Initiatives:Leading the implementation of X\'Score NPS Surveys, Branches QR Code Feedback, and other Customer Insights Projects to enhance Customer Experience (CX) across business segments (RA, RL, and CC).Collaborate with Cross-Functional Teams:Working closely with Business teams, Branches, CX enablers (CDC teams, CX Champs, Training, IT, BPRG, etc.) to- Strengthen CX measurement and analytics- Implement sustainable CX improvements- Reduce customer detractors and friction points.Focus Areas- Improve overall CX across business segments and customer touchpoints- Foster collaboration and alignment among stakeholders to drive CX initiatives- Leverage data-driven insights to inform CX strategies and improvements.Achievements:I have got an Certificate of Achievement for being topper in Voice of Customer inQuarter 42•••17).I have been awarded for being the best class in First Time Resolution during August,2017.I have been awarded for being topper in First Time Resolution during December,2017.I have been Mentor in Privy Team for Financial Year 2017-18I have got an award for Certificate of Achievement for being Winner in KLAPP Morning Buzz during KLAPP Contest.

Experience

1. Manager (Voc Program)

   IDFC FIRST Bank

   Aug 2025 — Present · Navi Mumbai, IN

   Working currently in VOC Program Team, Dynamic Communicator and Relationship-Builder with superior detail orientation who engenders collaborative spirit, consistently resulting in extraordinary outcomes for the Organization.Proficient at building and maintaining professional relationships with stakeholders and I identify and provide solutions by utilizing an efficient consultation and an effective educational approach.Drive VOC Program Initiatives:Leading the implementation of X\'Score Surveys, Branches QR Code Feedback, and other Customer Insights Projects to enhance Customer Experience (CX) across business segments (RA, RL, and CC).Collaborate with Cross-Functional Teams:Working closely with business teams, Branches, CX enablers (CDC teams, CX Champs, Training, IT, BPRG, etc.) to- Strengthen CX measurement and analytics- Implement sustainable CX improvements- Reduce customer detractors and friction points.Focus Areas- Improve overall CX across business segments and customer touchpoints- Foster collaboration and alignment among stakeholders to drive CX initiatives- Leverage data-driven insights to inform CX strategies and improvements.

Education

• Jai hind College Churchgate Mumbai

  Bachlor of Commerce, Commerce

Skills

• Microsoft Word
• Research
• Customer Relationship Management (Crm)
• Microsoft Office
• Powerpoint
• Microsoft Excel
• Credit Cards
• Net Promoter Score
• Microsoft Powerpoint
• Customer Service
• Management
• Teamwork
• Banking
• Team Management
• Leadership