Shivangi Vikas

About Shivangi Vikas

Handling escalations, request, queries an complaints of customers of both retail…

Experience

1. Customer Service Manager

   HDFC Bank

   Nov 2023 — Present · IN

   Handling escalations, request, queries an complaints of customers of both retail asset loans and liabilities via both Email and phone call.• Liabilities- Complaint handling of customers where they have done fraud via NEFT, UPI or IMPS. Taking refund requests of them and coordinating with the resolving unit of direct banking operation team and debit card disputes team and refunding them wherever possible otherwise ask them to liase with the beneficiary bank directly.• Retail Asset loans- handing closure request of loans, NOC requests, EMI queries,collection queries, bouncing charges reversal. Accordingly raising requests in CRM and responding within TAT.• Raising customer requests on CRM next tool and closing the responses within TAT• Also giving training to the team members both old and new joiners of approximately 80 to 100 team members with regards to domain knowledge along with soft skill tools.• Quality Audit- Analyzing service quality scores of team members by listening phone calls and Email and setting benchmark of atleast 80% both monthly audit and quarterly audit. Also monitoring team members under me doing quality scores and guiding them whether all parameters are being followed or not. NPS and CSAT scores are also being included in the audit.

Education

• IBS Hyderabad

  Master of Business Administration (M.B.A.)

  2012 — 2014

• IBS Hyderabad

  Master of Business Administration - MBA

  2012 — 2014

• Guru Gobind Singh Indraprastha University

  Bachelor’s Degree

  2007 — 2011

Skills

• • Excellent Pedigree and Consistently Good Academic Record with Ability to Learn
• • Lead Generation and Acquisition • Developing Client Relationship and Client Se