Parul Chitnavis Email & Phone Number | HDFC Bank Ltd, Mumbai .Customer Relationship Management (“CRM”) (February 2011 Onwards) Job Description • Involved in handling CRM complaints for Retail asset customers (collection related) and managing 14 different channels like the Banking Ombudsman, Reserve Bank of India, Managing Director, Principal Nodal Officer, Social Media among others • Analyzing, interpreting and resolving customer complaints and related issues and finding solutions • Providing qualitative resolution to customer complaints in all channels within the stipulated and prescribed Turnaround Time (“TAT”) • Liaising with other organizational units, service agents and customers to identify and respond to customer expectations • Process development with implementation across India including preparation of instruction manuals and process notes • Root cause analysis for all the recurring complaints. Developing and reviewing policies, programs and procedures concerning customer relations and services provided • Preparing the daily staff performance reports • Involved in managing, motivating and developing staff providing customer services including providing direction and feedback to team members and assisting with recruitment. • Working on process improvements to reduce gaps & inefficiencies based on team feedback Attending the code compliance officer phone line and addressing customer’s grievances and ensuring operational efficiency in this process Achievements • Received an ISO certificate in February 2012 with supervisory responsibility for achievement of the certification for the unit • Certified as internal auditor. Conducting internal audits every quarter and annually. Axis Bank Ltd ,Pune Executive (June 2009 to July 2010) Job Description Handling Operations for Priority Customers (high net worth individuals)

Parul Chitnavis

HDFC Bank Ltd, Mumbai .Customer Relationship Management (“CRM”) (February 2011 Onwards) Job Descr...
Bombay, Maharashtra, India

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Parul Chitnavis’s Email parul.chitnavis@hdfcbank.com

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Parul Chitnavis’s Location Bombay, Maharashtra, India

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Bombay, Maharashtra, India

Parul Chitnavis is a HDFC Bank Ltd, Mumbai .Customer Relationship Management (“CRM”) (February 2011 Onwards) Job Description • Involved in handling CRM complaints for Retail asset customers (collection related) and managing 14 different channels like the Banking Ombudsman, Reserve Bank of India, Managing Director, Principal Nodal Officer, Social Media among others • Analyzing, interpreting and resolving customer complaints and related issues and finding solutions • Providing qualitative resolution to customer complaints in all channels within the stipulated and prescribed Turnaround Time (“TAT”) • Liaising with other organizational units, service agents and customers to identify and respond to customer expectations • Process development with implementation across India including preparation of instruction manuals and process notes • Root cause analysis for all the recurring complaints. Developing and reviewing policies, programs and procedures concerning customer relations and services provided • Preparing the daily staff performance reports • Involved in managing, motivating and developing staff providing customer services including providing direction and feedback to team members and assisting with recruitment. • Working on process improvements to reduce gaps & inefficiencies based on team feedback Attending the code compliance officer phone line and addressing customer’s grievances and ensuring operational efficiency in this process Achievements • Received an ISO certificate in February 2012 with supervisory responsibility for achievement of the certification for the unit • Certified as internal auditor. Conducting internal audits every quarter and annually. Axis Bank Ltd ,Pune Executive (June 2009 to July 2010) Job Description Handling Operations for Priority Customers (high net worth individuals)