Handling GRO queue with 10-12 executives wherein I use to be team coachBeing first Point of contact for any escalation received at GRO queueHelpjng team members to maintain TATPreparing monthly reports and OJT reportsManaged escalation received from regulatory board, customers and internal stake holders for 3.8 years in Grievance Desk.Looking after social media escalation and any other adhoc request as on need basis requirement from seniors.Mentoring new joiners within team.Identifying improvement areas & implementing measures to maximize customer satisfaction levels.Prior to moving to Grievance was associated with Non Voice Customer Service team for initial period of 4 years. Have handled all types of queries received via email, letter, portal walk in.Was also mentoring new joiners in Customer service email team apart from handling my BAU activities.

Monthly re-audit of high value payouts.Acting as team mentor (team coach) and looking after team across Mumbai and Bangalore location.Preparing daily pendency RAG analysis report of my team.Identifying improvement areas & implementing measures to maximize team productivity as per quality standards.Being senior in the team having fair product and process knowledge helped Projects team during UAT testing during system transition phase.

Leading team of 12 members and directly reporting to Managing Director.Monitoring daily, monthly Corpus funding calculation and Net Asset Value for Asset Management Company Unit Trust of India and taking care of monthly reconciliation of UTI bank dividend warrants.Coordinating with the support team.Training of new hires, looking after team escalation, their BAU and any other requirement raised by seniors.