Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sibitha Bhaskaran

Summary

Experiences in Customer Service, Administration, Operations, Sales & Revenue generation. Delivers excellent client services and building client relationships.

Overview

17
17
years of professional experience

Work History

Lead Customer Experience Manager

Angel Broking
04.2023 - 07.2023
  • Handling team of 30 Members.
  • Tracking daily performance of assigned team and sharing feedbacks to improve performance.
  • Managing team shrinkage, attrition.
  • Monitoring Real time call report to ensure average talk time & maintain (AHT) average handle time.
  • Keeping a close look at metrics like agent's staffed duration, active duration, and average call handling time, talk time, hold time.
  • Conducting call calibration sessions with the team & sharing feedback for improvement to ensure quality.
  • Adhering to system processes/policies. Root cause analysis, coaching team in maintaining quality & performances.
  • Achieving the assigned KPIs / KRAs by self and team.

Assistant Manager

Motilal Oswal Financial Services Ltd
12.2020 - 12.2022
  • Handling team of 40 members with Agents & 4 Team Leaders.
  • Monitoring daily sales call to ensure online acquisition process is followed, cross selling & revenue generation.
  • Keeping a close look at metrics like agent's staffed duration, active duration, and average call handling time, talk time, hold time.
  • Conducting call calibration sessions with the team & sharing feedback for improvement to ensure quality.
  • Regular team briefings on new product / process updates & discussing about the plan of action to improve the performance rankings & accordingly assign daily targets to meet the set goals.

Assistant Manager

IIFL Securities Ltd
10.2017 - 10.2020
  • Handling team of 25 Relationship Managers & 10 WFH freelancing agents dealing with online acquisitions & revenue generation.
  • Monitoring Real time call report to ensure average talk time & maintain (AHT) average handle time.
  • Keeping a close look at metrics like agent's staffed duration, active duration, and average call handling time, talk time, hold time.
  • Conducting call calibration sessions with the team & sharing feedback for improvement to ensure quality.
  • Managing shrinkage & attrition ratio to ensure maximum manpower utilization & achieving the monthly assigned team targets.

Deputy Manager

Kotak Mahindra Bank Ltd
12.2016 - 09.2017
  • Ensuring sales of Current/ Savings Account, Insurance, Mutual Fund & Other asset products from the Officers.
  • Managing & resolving complaints of customer escalated to Nodal or Senior Management.
  • Coordination with branch Managers, Channel Heads, Zonal Heads & other channels for quick resolutions to customer queries & closing the sale.
  • Coaching the team in maintaining quality & performances.
  • Root cause analysis & suggestions for process improvement to the concern team whenever required as per customer experiences & feed backs.

Administrative Supervisor

Power Tech Systems
06.2012 - 11.2016
  • Preparing reports such as expense reports, memos and invoices.
  • Performing basic clerical duties.
  • Arranging meetings and other events.
  • Maintaining company calendar and scheduling appointments with clients.
  • Managing office supplies stock and place orders prepare regular reports on expenses and office budgets.
  • Maintaining daily and weekly report.
  • Making outbound calls to different vendors and clients & preparing quotients as per customer requirements & Negotiating with vendors.
  • Managing mail/fax communications.
  • Handling recruitment, Salary & employee relations.

Associate

Capita India Offshore
01.2011 - 06.2012
  • Processing clients request for surrender of prudential bonds partial surrender / full surrender.
  • To check all the details of the clients before proceeding with the request, like Market value reduction, early discontinuance charges and notifying Chargeable gain or deficiency in the policy.
  • Timely handling priority call back request received from the clients, financial advisers, Third party or Solicitors & giving quick resolutions to their queries.
  • Transferring the claim amount via different mode of payment like BACS payment (direct credit).
  • Cheque payment and Telegraphic transfers after taking telephonic verification as per the request received & achieving the assigned targets and meeting KPI parameters.

Senior Officer

ICICI Bank Ltd
06.2006 - 01.2011
  • Handling Queries related to Demat A/c and Trading A/c through phone and Emails with the help of software like FINACLE, DP Secure (NSDL System), I-View, Talisma and liaising with various departments in order to fulfill customer request / complaints & ensuring minimum TAT.
  • Participating in the programs conducted for the product, process improvement & forwarding suggestions to B.D.U (Business development team) for process improvement.
  • Cross selling products like Savings A/C, Current & Fixed Deposits.
  • Active participation in achieving team & organizational goals.

Education

Bachelor of Commerce -

University of Mumbai

Post Graduate - Business Administration

Symbiosis Pune

Skills

  • Customer Service & Sales
  • Administration
  • Operations
  • Proficiency in MS Word, MS Excel
  • Team handling & Managerial support

Languages

English

Timeline

Lead Customer Experience Manager

Angel Broking
04.2023 - 07.2023

Assistant Manager

Motilal Oswal Financial Services Ltd
12.2020 - 12.2022

Assistant Manager

IIFL Securities Ltd
10.2017 - 10.2020

Deputy Manager

Kotak Mahindra Bank Ltd
12.2016 - 09.2017

Administrative Supervisor

Power Tech Systems
06.2012 - 11.2016

Associate

Capita India Offshore
01.2011 - 06.2012

Senior Officer

ICICI Bank Ltd
06.2006 - 01.2011

Post Graduate - Business Administration

Symbiosis Pune

Bachelor of Commerce -

University of Mumbai

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Sibitha Bhaskaran