1. Pallavi Aravind KhotPallavi Aravind Khot
Home:Home: 77388225487738822548 Amruit Kunj Co-Op. Housing Society,Amruit Kunj Co-Op. Housing Society,
Personal: 7666138639 Sai Kunj Bhavan Apt, 1st Floor/104Personal: 7666138639 Sai Kunj Bhavan Apt, 1st Floor/104
Ganeshnanagar, Kalyan (E)Ganeshnanagar, Kalyan (E)
Thane-421306Thane-421306
ObjectiveObjective
Looking for an opportunity as a Customer Service or an Operation Manager in organization where I can provide myLooking for an opportunity as a Customer Service or an Operation Manager in organization where I can provide my
management and service skills.management and service skills.
SummarySummary
•• Experience of 5 years inExperience of 5 years in customer servicecustomer service
•• Retaining Exiting Customers & Monitoring TAT PerformanceRetaining Exiting Customers & Monitoring TAT Performance
•• Provided a high level of customer service and client relations based on interpersonal skills.Provided a high level of customer service and client relations based on interpersonal skills.
•• Handling escalations and irate CustomerHandling escalations and irate Customer
Employment HistoryEmployment History
Customer Services ExecutiveCustomer Services Executive 2010 to 20142010 to 2014
Axis Securities LtdAxis Securities Ltd ASC MumbaiASC Mumbai
Customer Services ManagerCustomer Services Manager 2014 to Present2014 to Present
Axis Bank LtdAxis Bank Ltd ASC MumbaiASC Mumbai
Relevant ExperienceRelevant Experience
Customer Services ExecutiveCustomer Services Executive
•• Handling Walk in customer request, queries and Complaint related to their loan accounts.Handling Walk in customer request, queries and Complaint related to their loan accounts.
•• Monitoring TAT performance.Monitoring TAT performance.
•• Preparation of Home loan documents and NOC for all other loans.Preparation of Home loan documents and NOC for all other loans.
•• Cheque deposition and monitoring clearance of the same on daily basis.Cheque deposition and monitoring clearance of the same on daily basis.
•• Monitoring excess funds data, Closure Data, Cheque Clearance and PDC Exhaust Data on daily basis.Monitoring excess funds data, Closure Data, Cheque Clearance and PDC Exhaust Data on daily basis.
•• End to end monitoring of closuresEnd to end monitoring of closures..
•• Finnone, Finacle, Fininquiry, CRM, Telesmart system known.Finnone, Finacle, Fininquiry, CRM, Telesmart system known.
•• To ensure safe and faster service to customers and advisors.To ensure safe and faster service to customers and advisors.
•• Cross Selling ( Saving Bank Account, Gold Loan, Credit Cards)Cross Selling ( Saving Bank Account, Gold Loan, Credit Cards)
•• Retention of Existing Customer by providing good Service.Retention of Existing Customer by providing good Service.
•• Taking precautions for minimizing escalations. Try to give resolution on the same day in order to avoidTaking precautions for minimizing escalations. Try to give resolution on the same day in order to avoid
escalation due to delay in service provided to the customer.escalation due to delay in service provided to the customer.
•• Publishing MIS to increase TAT performance.Publishing MIS to increase TAT performance.
Customer Services ManagerCustomer Services Manager
•• Team Management.Team Management.
•• Service customer enquiries determine customer needs and provide solutions with regards to their bankingService customer enquiries determine customer needs and provide solutions with regards to their banking
requirements.requirements.
•• Educate customers on product options and technology issues.Educate customers on product options and technology issues.
•• Providing complete draft resolution for Nodal escalation, MD escalation & BO Complaint with completeProviding complete draft resolution for Nodal escalation, MD escalation & BO Complaint with complete
RCA.RCA.
•• Coordinating with other team to maintain location & Unit TAT.Coordinating with other team to maintain location & Unit TAT.
•• Continual awareness of compliance requirements.Continual awareness of compliance requirements.
•• Effectively use a variety of computer programs to access customer details and databases, and researchEffectively use a variety of computer programs to access customer details and databases, and research
options.options.
•• Responsible for achieving team target which is 15% of total work.Responsible for achieving team target which is 15% of total work.

2. SkillsSkills
•• Skilled in Communication and Public RelationSkilled in Communication and Public Relation• Decision Making• Decision Making
• Managing E-mail• Managing E-mail •• Patience & UnderstandingPatience & Understanding
•• Accurate and precise in attention to detailAccurate and precise in attention to detail •• Anxious to grow,Anxious to grow,
•• learn new skills,learn new skills, • End-of-Day Reconciliations• End-of-Day Reconciliations
•• InitiativeInitiative • A• Acquire information from sourcecquire information from source
• Customer Relations• Customer Relations • Customer Retention• Customer Retention
•• FocusedFocused •• ResourcefulResourceful
•• ResourcefulResourceful •• ProactiveProactive
•• Providing prompt FeedbackProviding prompt Feedback •• Proper Co-ordinationProper Co-ordination
•• Time managementTime management
EducationEducation
•• Completed PGDBF from Welingkar Institute Of management in Finance Management in year 2014 withCompleted PGDBF from Welingkar Institute Of management in Finance Management in year 2014 with
Second class.Second class.
•• Passed T.Y.Bcom from Mumbai University in year 2010 with Second class.Passed T.Y.Bcom from Mumbai University in year 2010 with Second class.
•• Passed 12th from Mumbai Board in year 2007 with first class.Passed 12th from Mumbai Board in year 2007 with first class.
•• Passed 10th from Mumbai Board in year 2005 with first class.Passed 10th from Mumbai Board in year 2005 with first class.
•• Computer Skill.Computer Skill.
AchievementsAchievements
•• Successfully achieved star of Month twice for better performance and new ideas.Successfully achieved star of Month twice for better performance and new ideas.
•• Internal promotions from off-role Employee to on-role Employee in Axis Bank.Internal promotions from off-role Employee to on-role Employee in Axis Bank.
Personal DetailsPersonal Details
Name Pallavi Aravind KhotName Pallavi Aravind Khot
Date Of Birth 5th September 1989Date Of Birth 5th September 1989
Maritial Status MarriedMaritial Status Married
Laguage Know Engilsh, Marathi, HindiLaguage Know Engilsh, Marathi, Hindi
Hobbies & Interest Reading Book & MusicHobbies & Interest Reading Book & Music
Mobile No. 7666138639/7738822548Mobile No. 7666138639/7738822548
Mail IdMail Id pallavi89navale@gmail.compallavi89navale@gmail.com && pallavi89navale@yahoo.compallavi89navale@yahoo.com
Pallavi Aravind NavalePallavi Aravind Navale