1. MARIA LENORA S.P
+91 9962918563 ~ marialenora@gmail.com
# G - C, Four Square Enclave, Mullai Nagar, Tambaram, Chennai - 600 045
CAREER SUMMARY
 Demonstrated expertise in customer relationship management, resolving customer
queries/complaints within stipulated deadlines
 An excellent communicator possessing superior interpersonal and networking abilities
 Natural leader, with a track record of building, leading and motivating team members
 Adept in identifying the training needs of the team and conducting training sessions
 A keen planner, highly organised, and an acumen in working under tight deadlines
 Excel in handling reports, documentation, data analysis and interpretation
 Possess exceptional email management skills
 A quick learner, displaying flair for keeping oneself abreast with latest trends in the industry
CAREER MILESTONES
 Recipient of “Silver Star” award during the stint with HDFC bank
 Bagged “Best Performer” Award in Vodafone Essar Limited
TRAININGS ATTENDED
 Time Management
 Personality Development
 The People Manager
 Service Excellence
 Personal Effectiveness
 Business Etiquettes and Grooming Standards
WORK EXPERIENCE
HDFC Bank Limited Jan2010 - TillDate
Growth Path
Deputy Manager - CVM 2014 - 2016
 Currently leading a team of 25 members
 The team handles customer's queries or complaints about credit cards, card upgrades, and special
offers
 Responsible for driving the productivity of the team
 Analysing the team's performance on multiple parameters, understanding shortfalls and executing
course correction
 Identifying substandard performers, motivating them and ensuring that they are in line with the
expectations of the company
 Conducting periodical training sessions for the team members and monitoring their progress
 Planned and executed steps to curb employee attrition
 Personally handled critical escalations to ensure customer delight
A seasoned, dynamic and a result-driven Banking Professional having 10+ years of experience in
Customer Relations/Grievance Management/Escalations Management/Operations/Training.
Exploring an opportunity with an organisation of repute that would leverage my experience and expertise
offering challenge and career advancement.

2. Deputy Manager - Priority Desk 2012 - 2014
 Responsible for handling customer complaints received at MD’s desk
 Handled claims involving escalation threats to RBI, Banking Ombudsman, and Consumer Forums
 Worked under a tight TAT timeline of 3 hours to either resolve/clarify customer complaints
 Ensure that the complaints are handled with focuson expectation, deviation and policy approvals that
could be undertaken to satisfy customer needs and prevent repeat in the future
 Additionally, handled “repeat interactions” which are customer complaints where customers are
unrelenting and seek service beyond established protocols
 Updated the respective offices on the actions undertaken
 Ensured that the customers are contacted by various regional channels for specific cases
 Followed up with such channels until the cases get resolved and the customer is completely satisfied
with the service delivery
Assistant Manager (Team Leader) 2012
 Handled a team of off-roll staff and resolving customer complaints received through emails
 Trained the team on response drafting, escalations handling and interdepartmental coordination
 Signed off specific emails responses before being sent to clients
 Ensure overall productivity of the team and achievement of stipulated organisational objectives
Assistant Manager - Email Response Team 2010 - 2012
 Resolved customer complaints/grievances received through emails
 Responsible for maintaining a TAT of 7 working days
 Liaising with cross functional teams in receiving inputs to draft responses
Vodafone Essar South Limited Sep 2005 - Dec 2009
Team Leader - Customer Service
 Administrating customer queries and resolving them on time
 Prepare MIS reports and performance reports of executives on daily basis
 Analysed inappropriate tagging and postpaid connection complaints (entries tagged by executives)
 Handled retention team and escalations with regards to Churn
 Successfully resolved escalations calls from subscribers about roaming charges
PREVIOUS ASSIGNMENT
Don Bosco Matriculation Higher Secondary School, Chennai Jun2002 -Apr 2004
Member - Faculty
BEYOND WORK
 Member of National Service Scheme
 Member of Young Manager Forum
ACADEMIC QUALIFICATION
Master’s in Commerce | Loyola College, Chennai
Bachelor’s in Commerce | Auxilium College, Vellore
Post Graduate Diploma in Computer Applications | Loyola Institute of Business Administration, Chennai
Bachelor’s in Education | Indira Gandhi University, Tamil Nadu
PERSONAL DETAILS
Date of Birth : 11th March 1975
Marital Status : Married
Linguistics : English and Tamil