Smriti Patrick Email & Phone Number

New Delhi, Delhi, India

Manage client relationships, delivering exceptional service, resolving queries promptly, and coordinating complex needs. Ensure compliant account openings, accurate transactions, and timely communication to drive client satisfaction and successful partnerships.

Vasant Kunj

HDFC PRIVATE BANKING: Working in conjunction with Wealth as well as Branch Relationship Managers to fulfil all customer service (customer engagement, service delivery in TAT, client queries, requests, complaints, CRM, internal audit, liaison with internal teams for end-to-end resolution of client service) requirements pertaining to financial and non-financial transactions of High Net-Worth Individuals (Private Banking Clients) and maintain highest standards of service quality, ensuring customer delight.

Gurugram, Haryana, India

Managed Customer Service at Paisabazaar - Inbound Call Centre, Email Escalations and facilitated remedial actions based on the analysis of key customer service metrics viz. NPS, Customer Attrition etc.

Mumbai, Maharashtra, India

• Managed execution across business processes and customer touchpoints by working in collaboration with ‘Relationship Managers’ and ‘Investment Advisors’ in line with Religare Macquarie’s unique servicing (tripod) model • Provided end-to-end (onboarding & ongoing) customers service and query resolution support, in conjunction with back-end operations teams.• Enabled and educated clients with digital (software) tools to supervise their respective portfolios.

Delhi And Bangalore

Handled all Banking Service requirements, HNI portfolios and Priority Banking Customers in Bangalore and Delhi.Service & Service Quality• Processed Customer requests, handled walk-in customers, supported CRM’s on customer service issues & internal departments such as Trade, Credit & OperationsAdministration• Maintained customer files, coordinated inventory requirement, assisted RM’s in preparing proposals, Customer correspondence etcBusiness Focus• Generated cross sell business to achieve defined sales targets• Deepened relationships with existing Priority Banking customers and prevented attrition to achieve increase in share of wallet and revenuesRelationship Management• Provided professional customer service to achieve a high percentage of customer satisfaction and retentionRisk Management & Compliance• Ensured compliance to all policies and processes related to money laundering prevention and KYC on an ongoing basis• Embedded principles of Operational Risk Management Assurance framework

Delhi, India

Promoted as Team Leader in Jan 2005 • Managed and motivated a team of customer service and operations executives, who were responsible for processing proposals for life insurance and dealing with customer queries, complaints and requests• Underwriting - Accepted/rejected/postponed/declined insurance proposals by analyzing the Life Assured’s financial and medical health.OPERATIONS AND UNDERWRITING EXECUTIVEICICI Prudential Life Insurance Company Ltd (Nov 2003 – Dec 2004)• Underwriting of Insurance proposals ( limit of 3 lacs )• Trained & managed customer support staff at the front desk• Managed front desk operations – processing of requests / complaints received from the sales team / clientsCUSTOMER CARE EXECUTIVEICICI Prudential Life Insurance Company Ltd (Nov 2000 – Oct 2003)• Coordinated the Outbound Recruitment agency; MIS and Reporting (Outbound) for branches in Northern India., training and process development for all executives for the company’s outsourced Inbound Call center for prospect customer

Delhi, India

• Handled inbound calls for customer queries, complaints and requests

Delhi, India

• Outbound called for promotional programs launched for existing cardholders.