Dedicated and results-driven banking professional with a proven track record in customer service, grievance resolution, and operational excellence. Over the course of my career, I have successfully navigated the dynamic landscapes of Airtel Payment Banks and ESAF Small Finance Bank, making impact contributions in customer relations, operations, and team leadership.Professional Highlights:Airtel Payment Banks - Customer Grievances Officer (Bhopal Zone)Managed end-to-end resolution of customer queries, ensuring zero repeat and escalations.Oversight of operations activities in designated geographical areas, addressing customer complaints promptly.Conducted training sessions for front-line employees on banking policies and product knowledge.Successfully resolved high-priority complaints from Banking Ombudsman, RBI, and Consumer forums.Promoted and marketed new products and services while supervising retailers for compliance with RBI guidelines.ESAF Small Finance Bank - Relationship & Operational Officer (Branch Banking)Led operational and relationship activities, focusing on customer retention, revenue generation, and smooth branch operations.Managed cash transactions with diligence, adhering to established procedures and service standards.Played a key role in client service, ensuring high-quality interactions and meeting growth targets.Oversaw essential operational activities such as KYC, disbursement processes, documentation, and bank deposits.Managed grievance resolution within organizational policies and time frames.Annapurna Micro Finance Private Limited - Executive Internal AuditConducted internal audits for Madhya Pradesh State Branches, ensuring compliance with financial and operational procedures.Monitored loan operations, repayment, and branch documentation, implementing corrective actions.Prepared comprehensive audit reports and provided valuable recommendations for process improvement.Collaborated with banking professionals in a project focused on the role of banking systems in the economy.Education:[Your Educational Background]Passionate about contributing to the financial industry, I am adept at combining strategic thinking with hands-on operational expertise. My skills include grievance management, team leadership, and a thorough understanding of banking processes. Open to new challenges and opportunities, I am committed to driving positive change in the banking sector.Connect with me to explore collaboration and shared success in the financial industry. Let's build a future of excellence together.
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Customer Grievance OfficerAirtel Payments Bank May 2021 - Apr 2023Bhopal, Madhya Pradesh, India● Resolving queries end to end and ensure zero repeat and Escalations. Responsible for managing customer grievances in the defined timelines.● Responsible for one or more districts and will visit the designated locations in each district for defined duration.● Will take care of operations activities in assigned geography● Will attend all complaints coming from customers. will collate complaints submitted in the access point(airtel urban and rural store) and share with the central team through CRM.● Enlighten the customers of the grievance redressal mechanism, time frame for resolution of their complaints, name, address and contact number of Principal Nodal Officer, Contact details of Banking Ombudsman of the area.● Give training sessions to the banking front line employees (Ztms and Promoters) knowledge of the bank’s policy relating to various products offered by the bank and its terms and conditions.● Resolve the complaints with high priority received through the Banking Ombudsman, Consumer Education and Protection Department of Reserve Bank of India and Consumer forums.● Promote and market the new and existing products and services introduced by the bank.● Resolve the issue of employees and provide training to the other verticals like mobality, fasttag,merchant ,broadband,digitalTV.● Taking care of M -Cash billing on regular basis.● Supervision on retailers following the banking policies according to the RBI guideline. -
Customer Grievance OfficerAirtel Payments Bank May 2021 - Apr 2023Bhopal, Madhya Pradesh, IndiaResolving queries end to end and ensure zero repeat and escalations. CGO is also responsible for managing customer grievances in the defined timelines• Responsible for one or more districts and will visit the designated locations in each district for defined duration• Will take care of operations activities in assigned geography• Will attend all complaints coming from customers. CGO will collate complaints submitted in the access point and share with the central team through CRM.• CGO in their capacity as frontline ambassadors of the bank, enlighten the customers of the grievance redressal mechanism, time frame for resolution of their complaints, name, address and contact number of Principal Nodal Officer, Contact details of Banking Ombudsman of the area.• CGO should have updated knowledge of the banks policy relating to various products offered by it and its terms and conditions.• CGO should contact the concerned either by phone, e-mail or in person, to get the grievance redressed say within a day, if the complaint is in respect of a particular customer, CGO should explain the Complaint escalation mechanism to the complainant.• CGO should give high priority to the complaints received through the Banking Ombudsman, Consumer Education and Protection Department of Reserve Bank of India and Consumer forums.• CGO should promote and market the new and existing products and services introduced by the bank.• CGO should follow all banking polices as determined by the board of directors or owners of the bank.
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Customer Service RepresentativeAirtel Payments Bank May 2021 - Apr 2023Bhopal, Madhya Pradesh, IndiaResolving queries end to end and ensure zero repeat and escalations. CGO is also responsible for managing customer grievances in the defined timelines• Responsible for one or more districts and will visit the designated locations in each district for defined duration• Will take care of operations activities in assigned geography• Will attend all complaints coming from customers. CGO will collate complaints submitted in the access point and share with the central team through CRM.• CGO in their capacity as frontline ambassadors of the bank, enlighten the customers of the grievance redressal mechanism, time frame for resolution of their complaints, name, address and contact number of Principal Nodal Officer, Contact details of Banking Ombudsman of the area.• CGO should have updated knowledge of the banks policy relating to various products offered by it and its terms and conditions.• CGO should contact the concerned either by phone, e-mail or in person, to get the grievance redressed say within a day, if the complaint is in respect of a particular customer, CGO should explain the Complaint escalation mechanism to the complainant.• CGO should give high priority to the complaints received through the Banking Ombudsman, Consumer Education and Protection Department of Reserve Bank of India and Consumer forums.• CGO should promote and market the new and existing products and services introduced by the bank.• CGO should follow all banking polices as determined by the board of directors or owners of the bank.
Frequently Asked Questions about Prakash Narayan Mishra
What is Prakash Narayan Mishra's role at the current company?
Prakash Narayan Mishra's current role is Experienced Banking Professional | Customer Grievances Specialist | Operational Excellence | Relationship Management Expert.
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