Manish Shavarna
Toronto,ON
Summary
- Professional financial service representative with more than 6 years of experience in client service and advisory in retail banking and event industry.
- Dynamic communicator with demonstrated track record of business development. Passionate for creating value to client relationships and delivering exceptional customer service consistently.
- Extensive knowledge of various banking, financial, and investment products with know-how on strategic selling and a proven record for exceeding performance targets.
- Proven track record of using sound judgement in decision making and solving problems.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
HDFC BANK
11.2021 - 01.2023
- Responded to basic inquiries regarding procedures, policies and bank programs, balance, check verification, deposits, stop payments and lost and stolen services.
- Boosted region’s quality assessment score from 8 to 61 by arranging service calls, new customer onboarding procedure and providing free promotional offers to customers.
- Explained and offered free services such as mobile banking, credit card and home equity loan information to increase customer engagement.
- Introduced training programs that enhanced employee performance and morale.
- Maintained and exceeded company's established quality, compliance, and customer service standards
Customer Service Manager( Retail Banking)
ICICI BANK
10.2018 - 10.2021
- Elevated bank’s customer-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
- Drove continuous sales of key metrics such as Cards set-up fees, Card protection plan, and Personal loan on credit card.
- Won “Service Excellence Award” for instrumental role in driving record-high sales increases, propelling officers to improve ranking from #12 in country to #5 by 2019
- Reduced staff turnover by 15% in 2019, benchmarking a record-setting improvement in staff retention due to the success of employee-development and incentive programs..
- Developed and implemented strategies for providing excellent customer service experience.
Customer Service Manager
Veena Events
11.2016 - 09.2018
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Monitored staff performance to ensure adherence to customer service standards.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
Education
Post-Degree Certificate - Project Management
Ryerson University
Toronto, ON01-2024
Post Graduate Diploma in Marketing - Marketing And Sales
Balaji Institute of International Business
India04-2016
Bachelor in Hotel And Hospitality Management - Food And Beverage Service
National Council of Hotel Management
India04-2013
Skills
- Customer Service Management
- Complaint Resolution
- Retail Operations Management
- Customer Satisfaction
- Front-End Supervision
- Sales & Margin Improvement
- Team building & Training
- Cost-Reduction
- Telemarketing
- Conflict Management
Languages
English
Full Professional
Hindi
Native/ Bilingual
Timeline
Customer Service Manager
HDFC BANK
11.2021 - 01.2023
Customer Service Manager( Retail Banking)
ICICI BANK
10.2018 - 10.2021
Customer Service Manager
Veena Events
11.2016 - 09.2018
Post-Degree Certificate - Project Management
Ryerson University
Post Graduate Diploma in Marketing - Marketing And Sales
Balaji Institute of International Business
Bachelor in Hotel And Hospitality Management - Food And Beverage Service
National Council of Hotel Management
Accomplishments
- Received consecutively award of excellence in life insurance for September 2019 & October 2019