It is a privilege to work with one of the oldest player in Capital Market who had set highest standards of Integrity, India's first research Ccenter in Capital Market, a different approach towards home loans, created enormous wealth for millions of stakeholder and still counting. Working Directly with Mr. MO Sir and a few Sr. Group VP (HODs) altogether makes it a unique work culture. No doubt about them getting GPTW (Great Place To Work) continuously in a row over few years.

Strategy, Transformation and Process Governance

Successfully completed Summer Internship at Godrej and Boyce Mfg. Co. Ltd., Vikhroli, Plant 16, Duration:2nd May 2016 to 14th July 2016.Project Title: "Business Excellence Position Report 2016 for GMH" under the guidance of Asst. Manager Trupti Durepatil. Learning outcome:• Increase Business Performance & Business Results• Factors affecting business• How departments work in sync for achieving excellence• Leadership, Strategy & People’s involvement to achieve excellence• Identify gaps and work on them to improve• Learning, creativity & innovation through measurement of enablers• Increase Customer Satisfaction

• Quality Control - Transaction monitoring of Chat, email, Outbound and Inbound Process for HDFC Bank NRI Services India (Account opening process)• Complaint Handling - MD Complaints and Escalations. Root Cause Analysis of MD complaints and follow up with client for quick service• MIS - Preparing Reports Quality, FTR, Non-FTR, Pareto, Calibration • Business Process Reengineering - Follow-up analysis to identify pain area and prepare action plan • Coaching and Feedback to all the Agents who did not meet Monthly Quality Target• Action Plan, Training and Development o Conducting action plans for agents not meeting weekly/monthly targetso Conduct Performance improvement program for underperformso Conduct Monthly test like; Grammar Test, Typing Test, Monthly Product Test, Systems and tools related test

• Customer Service through handling of FCRM, Business Development and Servicing High Net worth Clients, Cross selling of bank products• Team Lead - Handling a Team of 20 officers, help them in understanding product, process, taking quality calls, providing instant reply to their queries• Quality Assurance - Monitoring recorded calls and provide them feedback for regular improvement on quality of calls. Take daily huddles to roll out new process, updates and daily feedbacks of calls evaluated and the SR errors created by officers• MIS • Complaint Handling 3rd level Escalated calls, Like Explaining bills, complaints for the reversal of financial charges and service tax, BT complaints and handling irate customers. Tracking Service request created by officers and escalating over TAT open cases and following up the same till closure of case• Floor Management: Maintain service level of 80% and above, Floor walking, scheduling

• Quality Control• MIS• Handling Billing disputes and complaints of ICICI Bank Credit Cards like Explaining bills, General Query related to bills and Forward complaints for the reversal of interest and service tax• Handling escalated calls of ICICI Lombard General Insurance

• The job involved handling the inbound calls of RIM (Reliance India Mobile) and FWP (Fixed Wired Phone) related to different issue like coverage related complains, billing issues and different offers provided by the company• To achieve client and end-user satisfaction by providing the correct resolution to the customer's on time by using highly reliable Telecom and IT infrastructure

* Handling queries of prospective students interested in learning English.* Providing complete details of courses, fee structure, batch timing and brief introduction of faculty and director of the institute* Promoted as faculty member to conduct classes, organize training sessions, play assignments, audio and video lectures, conducting Group discussions, extempore speech, one vs. all, Symposium and debate.