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Meghna K Dedhia
Mobile: 7719974007~ E-Mail: maggeegal@yahoo.co.in
Seeking a responsible profile in a reputed organization where I can utilize my skills efficiently and also get
enough opportunities to accomplish personal and professional goals
CAREER OVERVIEW
Formerly was associated with
Kotak Securities Ltd., Deputy Manager – Customer Service
A result-oriented leader expertise in leadership quality and team handling skills along with enhancing overall
organizational growth and performance. Proficient in training and supervision of personnel, making MIS reports and
presentations, implementing desired methods to achieve given targets. Experienced in setup of new team and
process, handling inbound and outbound calls, retaining clients, resolving branch queries. Possess excellent
interpersonal, communication & organizational skills with proven abilities in team management.
ADFC Pvt. Ltd. (HDFC Bank), Phone Banking Officer – Customer Service
Executive with strong communication and customer service skills. Able to work in a dynamic and demanding
environment. Patient and tactful but with a reassuring manner towards clients and handling client complaints and
resolving the same within defined TATs.
ORGANISATIONAL SCAN
Kotak Securities Ltd., Mumbai Feb’10 to Feb’13
Deputy Manager – Customer Service
Assignments Handled with Key Responsibilities:
Deputy Manager – Customer Service March’11 to Feb’13
 Spearheaded and streamlined the accounts activation desk
 Managing inbound and outbound calls and day to day on floor activities
 Setting up of new integrated process and making it success
 Escalating queries and complains to branch heads and taking regular follow ups
 Monitoring and tracking monthly/daily targets set for agents
 Maintaining and making daily/monthly reports, MIS, presentations
 Identifying process gaps and re-engineering them to suit business requirements
 Attending monthly review meeting to discuss and improve the present situation of work with business heads
 Focusing on the quality improvement of individuals and giving performance feedbacks
 Escalation / Query management
 Testing and managing dialler calls
 Managing leaves of employees, planning and organising outings and recreational activities for team
 Conducting Training for new joinee’s and to the existing team members whenever required for
 Regular team review / meetings to provide feedback on growth / improvement to team members
 Managing a team of 10-15 members
Executive – Customer Service Feb’10 to March’11
 Inbound calls related to share trading, account information, charges and brokerage queries or calculations
 Resolved queries received from PAN India Branches under Branch desk
 Handled SAC desk and retained clients from account closures
 Following up with branch and back offices to resolve client issues
 Guiding clients to online website and encouraging for online trading
 Responsible for processing all customers request and complaints are resolved within the TAT
 Maintaining data required for monthly MIS’s
 Handled Surveillance about the trades made by customers and reporting the same to BO.
 Analyzing complains received and suggesting process changes when required
 Attending walk-in clients for updation, verifying documents or any other client concern
ADFC Pvt. Ltd. (HDFC Bank), Mumbai April’08 to Feb’10
Phone Banking Officer – Customer Service
 Handling inbound calls of HDFC bank clients related of account information and general queries
 Servicing Imperia, preferred and classic clients calls and complaints
 Attending calls of clients on complain desk
 Cross selling loans, fixed deposits, credit cards, recurring deposits, gold cards, insurance
 Maintaining high level of quality parameters to achieve high standard of customer satisfaction
 Attend trainings provided by organisation
 Accepting responsibilities as and when delegated by supervisor
 Discussing process improvement techniques to extend better customer service
SCHOLASTICS
Qualification Year University Institute Percentage Secured
B.com 2006-2007 Mumbai University Lala Lajpat Rai College 70%
H.S.C 2003-2004 Maharashtra State Board Lala Lajpat Rai College 72%
S.S.C 2001-2002 Maharashtra State Board
V.N Sule Guruji School of
I.E.S 64%
Additional Qualification: PGDBA from L.N Welingkar’s institute
ACHIEVEMENTS
 Achieved Gold Medal for securing HIGHEST MARKS IN SUBJECT OF ACCOUNTS in final year of B.com
 Was certified as BEST RETENTION AGENT at Kotak Securities Ltd.
 Certificate of EXCELLENCE for being achiever of the quarter Oct-Dec 2010 at Kotak Securities Ltd.
 Awarded as BEST TEAM LEADER at Kotak Securities Ltd.
 Was certified with MAXIMUM CLAP OF THE DAY at Kotak Securities Ltd.
 Achieved certificate for winning THE TONE & MANNER COMPETITION Kotak Securities Ltd.
PERSONAL SNIPPETS
Date of Birth : 1st October, 1986
Address : 209- B/8, Devi Sadan, Dr. Ambedkar Road, Matunga (C.R.), Mumbai-400019
Linguistic Abilities : English, Hindi, Gujarati, Kutchi and Marathi
Marital Status : Married

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Meghna

  • 1. Meghna K Dedhia Mobile: 7719974007~ E-Mail: maggeegal@yahoo.co.in Seeking a responsible profile in a reputed organization where I can utilize my skills efficiently and also get enough opportunities to accomplish personal and professional goals CAREER OVERVIEW Formerly was associated with Kotak Securities Ltd., Deputy Manager – Customer Service A result-oriented leader expertise in leadership quality and team handling skills along with enhancing overall organizational growth and performance. Proficient in training and supervision of personnel, making MIS reports and presentations, implementing desired methods to achieve given targets. Experienced in setup of new team and process, handling inbound and outbound calls, retaining clients, resolving branch queries. Possess excellent interpersonal, communication & organizational skills with proven abilities in team management. ADFC Pvt. Ltd. (HDFC Bank), Phone Banking Officer – Customer Service Executive with strong communication and customer service skills. Able to work in a dynamic and demanding environment. Patient and tactful but with a reassuring manner towards clients and handling client complaints and resolving the same within defined TATs. ORGANISATIONAL SCAN Kotak Securities Ltd., Mumbai Feb’10 to Feb’13 Deputy Manager – Customer Service Assignments Handled with Key Responsibilities: Deputy Manager – Customer Service March’11 to Feb’13  Spearheaded and streamlined the accounts activation desk  Managing inbound and outbound calls and day to day on floor activities  Setting up of new integrated process and making it success  Escalating queries and complains to branch heads and taking regular follow ups  Monitoring and tracking monthly/daily targets set for agents  Maintaining and making daily/monthly reports, MIS, presentations  Identifying process gaps and re-engineering them to suit business requirements  Attending monthly review meeting to discuss and improve the present situation of work with business heads  Focusing on the quality improvement of individuals and giving performance feedbacks  Escalation / Query management  Testing and managing dialler calls
  • 2.  Managing leaves of employees, planning and organising outings and recreational activities for team  Conducting Training for new joinee’s and to the existing team members whenever required for  Regular team review / meetings to provide feedback on growth / improvement to team members  Managing a team of 10-15 members Executive – Customer Service Feb’10 to March’11  Inbound calls related to share trading, account information, charges and brokerage queries or calculations  Resolved queries received from PAN India Branches under Branch desk  Handled SAC desk and retained clients from account closures  Following up with branch and back offices to resolve client issues  Guiding clients to online website and encouraging for online trading  Responsible for processing all customers request and complaints are resolved within the TAT  Maintaining data required for monthly MIS’s  Handled Surveillance about the trades made by customers and reporting the same to BO.  Analyzing complains received and suggesting process changes when required  Attending walk-in clients for updation, verifying documents or any other client concern ADFC Pvt. Ltd. (HDFC Bank), Mumbai April’08 to Feb’10 Phone Banking Officer – Customer Service  Handling inbound calls of HDFC bank clients related of account information and general queries  Servicing Imperia, preferred and classic clients calls and complaints  Attending calls of clients on complain desk  Cross selling loans, fixed deposits, credit cards, recurring deposits, gold cards, insurance  Maintaining high level of quality parameters to achieve high standard of customer satisfaction  Attend trainings provided by organisation  Accepting responsibilities as and when delegated by supervisor  Discussing process improvement techniques to extend better customer service SCHOLASTICS Qualification Year University Institute Percentage Secured B.com 2006-2007 Mumbai University Lala Lajpat Rai College 70% H.S.C 2003-2004 Maharashtra State Board Lala Lajpat Rai College 72% S.S.C 2001-2002 Maharashtra State Board V.N Sule Guruji School of I.E.S 64% Additional Qualification: PGDBA from L.N Welingkar’s institute
  • 3. ACHIEVEMENTS  Achieved Gold Medal for securing HIGHEST MARKS IN SUBJECT OF ACCOUNTS in final year of B.com  Was certified as BEST RETENTION AGENT at Kotak Securities Ltd.  Certificate of EXCELLENCE for being achiever of the quarter Oct-Dec 2010 at Kotak Securities Ltd.  Awarded as BEST TEAM LEADER at Kotak Securities Ltd.  Was certified with MAXIMUM CLAP OF THE DAY at Kotak Securities Ltd.  Achieved certificate for winning THE TONE & MANNER COMPETITION Kotak Securities Ltd. PERSONAL SNIPPETS Date of Birth : 1st October, 1986 Address : 209- B/8, Devi Sadan, Dr. Ambedkar Road, Matunga (C.R.), Mumbai-400019 Linguistic Abilities : English, Hindi, Gujarati, Kutchi and Marathi Marital Status : Married