Niti Shah
Recovery Manager @Axis Bank
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WORK HISTORY
Recovery Manager @Axis Bank
Led end-to-end service recovery and customer complaint management, achieving faster resolution and improved CSAT scores.• Oversaw inbound call operations, ensuring adherence to SLA, TAT, compliance, and quality standards.• Implemented structured analysis of customer feedback to identify recurring issues and improve service delivery.• Strengthened customer retention by providing accurate problem diagnosis and personalized solutions.• Coordinated with cross-functional teams to close service gaps and enhance operational workflows.• Ensured 100% audit compliance, maintaining a zero-defect environment in service operations.• Conducted regular risk & trend assessments to mitigate service failures and improve process controls.• Increased service efficiency by introducing corrective action plans and continuous improvement measures.
EDUCATION
Mumbai University
Bachelor of Commerce
ABOUT NITI SHAH
Citi Bank benefits from my role as Digital Sales Manager, where I contribute to enhancing digital sales strategies and fostering customer engagement. With over three years of experience in this capacity, I have partnered with teams to support initiatives that drive growth and innovation. My expertise lies in leveraging data-driven insights and collaboration to optimize sales processes and achieve business goals. While my educational background is not specified, my professional journey reflects a strong focus on the banking industry and a commitment to delivering impactful solutions.
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