Kiran Chandorkar

Deputy Manager @HDFC Bank

Key Result Areas:Joined Outbound unit of the Contact Centre, Mumbai building relationship for C&D CAT customers.Worked for various campaigns making service calls to customers resolving queries and complaints.Cross selling of various products of the bank as part of different campaigns.Internally moved to Inbound Contact Centre in Jan\'09.As part of banking Call Center at Mumbai, handling customer queries, complaints for PAN India branches.For banking customers, handling calls pertaining to balance, making drafts, clearings, cheque payments, funds transfer.Handling calls related to NR & International accounts.Identifying & analyzing customer\'s requirements by maintaining active & comprehensive conversation.Proactively handling customer request & instructions, achieving correct & proper processing in accordance with the procedures.Handling cross sales of various banking products & services based on the account behavior, requirement of the customer.Handling call escalations on behalf of team leaders, smoothly and providing best possible solutions to the customer.Responsible for implementing training course for new recruits as a buddy officer.Mentoring and helping the team members & sharing best practices with the team and colleagues.Involvement in various offline activities such as conducting training sessions.Mentoring new recruits, assisting them in their day-to-day activities. Managing floors in the absence of superiors & managers during late shifts.Keeping self updated about various new products and ensuring that this knowledge is passed on to team members.Working as back-up to supervisors to reduce work load.Highlights Part of internal audit team to audit transaction processing for the department.Responsible for driving IVR channel migrations.2