Hemalatha Mohan

Provide unparalleled customer service to privilege and high net worth clients through various communication channels, including phone, email, and in-person interactions. Build and maintain strong relationships with clients by understanding their unique needs, preferences, and financial goals. Manage client accounts, including opening new accounts, processing transactions, and resolving account-related issues promptly and accurately.

To achieve the Budgeted trainer man-days of delivery across the allocated skill set (as per the learning roadmaps)  Conduct customized training/workshops and report trainings conducted as per the guidelines  Training coverage of New Product/Process  Training needs identification by Interfacing with stakeholders and Supporting Team – Quality and Operations Team  Training responsibility for allocated batch and forecast the tentative plan for subsequent future

Focus on Quality Assurance and improvement of all processes within the Contact Centre.  Achieve Customer Service Standards.  Identify gaps and initiate process improvements.  Call Monitoring and Improve Quality of Interactions with Customer  Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints.  Conduct Call Calibration sessions with training and operations team.

 Provide the highest standard of Client Services in response to client enquiries and complaints  Responsible for client satisfaction with service arrangements and delivery Process  Preparation of customer information, reporting for management and customers & analysis of VoC’s  Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary