I am a customer service and banking operations professional with over 7.5 years of experience supporting HDFC Bank and HDFC Ltd. through HDFC Sales Pvt. Ltd. My background is focused on resolving customer queries, requests, complaints, and escalations related to home loan products.
I have extensive experience delivering social media and digital customer support, managing high case volumes while meeting service-level agreements and quality standards. I am skilled at coordinating with branch teams, operations units, and cross-functional stakeholders to resolve complex customer concerns promptly.
I specialize in complaint investigation, escalation handling, Root Cause Analysis, and identifying service gaps that affect customer experience. I use insights from recurring concerns to support process improvement and service-quality initiatives.
I have also prepared MIS reports for senior leadership, prioritized complaints received from senior management, and provided Salesforce-related assistance to branch teams. My work requires attention to detail, sound judgment, and clear communication across teams.
I have trained colleagues on home loan products, complaint-management procedures, and customer service best practices. I am committed to delivering efficient resolutions, improving customer satisfaction, and contributing to stronger banking service operations.
