# Establishing Grievance Procedures: Develop and implement clear grievance procedures for employee concerns, ensuring transparency and accessibility.# Investigation: Conduct impartial investigations into grievances, gathering relevant information and engaging with involved parties to understand and address the issues.# Documentation: Maintain detailed records of each grievance, documenting the nature of the complaint, investigation steps, and resolution outcomes.# Mediation and Resolution: Facilitate fair and amicable resolution through mediation between parties involved in grievances.# Policy Compliance: Align grievance procedures with company policies, industry regulations, and legal requirements.# Report to Management: Provide regular management reports summarizing grievance types and resolution processes.# Feedback Mechanism: Establish a feedback mechanism to assess and improve the effectiveness of the grievance resolution process.# Escalation: Determine when to escalate grievances to higher management or external entities and facilitate the escalation process.# Timely Response: Respond promptly to employee grievances, acknowledging receipt and providing an estimated resolution timeline.# Record Keeping: Maintain a secure record-keeping system for all grievance-related documents, ensuring easy retrieval.# Analytical Skills: Possess strong analytical skills to objectively assess complex situations and identify root causes of grievances.# Continuous Improvement: Regularly review and update grievance procedures based on feedback, organizational changes, and evolving best practices.# Alternative Dispute Resolution (ADR): Explore and employ ADR methods, such as mediation or arbitration, for efficient conflict resolution.# Team Management: Effectively lead escalation teams responsible for PAN-India social media, National Consumer Helpline (NCH), and grievance management cases.

# Communicate solutions for better service between customer service representatives and management, providing support for customer concerns, assuring customer satisfaction.# Evaluate reports for overall service department to improve overall customer satisfaction; Assist clients with expediting emergency request.# Provided resolution for customer escalations while ensuring a high level of customer service and efficiency.# Create an Action plans to reduce the escalation cases. # Problem Resolution within a SLA period.# Handling Critical Situations.# Handling Management Escalations.# Handling NCH (National consumer helpline) Portal Cases. # Handling Social Media Escalation Cases.# Managing PAN India Escalation cases, Via Email (Support & Grievance Mails).# Work on Process & SOP (Standard operating procedure) Changes.# Sometimes provide out of the box solution to the Customer for his Satisfaction. # Maintain escalation reports & Dashboards.# Follow up on escalation cases, till the closure.# Arranging a weekly meeting with the Area Service Executive & Service Managers to highlight the escalation cases count Zone wise and decide the action plans on it.# Finding out the Process gaps and Creation of a new SOPs for that.

# Manage Chat bot team# Manage Customers' concerns.# Develop staff using capability development interventions and on-the-job training.# Identify customer service channels and solutions for managing customers' concerns.# Monitor responses to customer requests and queries to minimize gaps in customer service delivery. # Organize communication and sharing sessions on good work practices.# Finding the root cause of the customer escalation.

# Answering questions about a company's products or services. # Resolving issues and troubleshooting technical problems.# Registering the customer complaints and assisting them with an effective solution. # Providing proactive customer outreach.# Handling customer complaints.# Collecting and analyzing customer feedback.# Responding to customers negative reviews & convince them to remove the negative reviews from social media sites.

At Vertex (Altruist) I worked in a sales process, called IDFC First Bank Digi-Sales. This was a personal loan sales process. Due to good performance, within a few months my manager changed my process, and I was moved to IDFC First Bank cross selling process.

At Live Digital I worked in a real estate pre-sales process called Xanadu. In this process I had to call customers who visited the current project webpage.

This was an Inbound process of Idea. I have worked as Associate-Customer Support in Tech Mahindra, In which I had to answer customer queries on calls.

IBank-PL (ICICI bank Personal loan) Process. Where I was doing cold calling to the customers who was visited on ICICI bank’s website. This was a lead generation process.