Deoband, Uttar Pradesh, India
Driving efficiency in Coin's backend operations
Process Team | Coin, Zerodha Driving behind-the-scenes efficiency, automating backend processes, and enhancing client experience - Managing end-to-end backend operations, ensuring seamless execution of Mutual Fund transactions and services - Automating workflows, circular processes, and system integrations to reduce manual effort and errors - Collaborating with tech teams to optimize system performance and enhance user experience - Focusing on building scalable and efficient backend systems that support Coin's product growth
Client Relationship Manager at Zerodha Guiding clients through investment journeys, resolving issues, and driving informed decision-making. As a Client Relationship pro at Zerodha, I delivered personalized support and guidance on investments, driving client success through: Seamless onboarding and relationship-building Timely resolution of queries and issues Simplifying investment products and strategies Empowering informed decisions aligned with financial goals
As a Senior Operations Executive, I oversee daily operations and ensure seamless execution of tasks. I focus on delivering exceptional customer experiences and building strong relationships with clients. I also mentor and guide team members to help them grow and develop in their roles. My goal is to drive efficiency, productivity, and growth within the organization. I achieve this by streamlining processes, leveraging technology, and fostering a culture of innovation and excellence.
Provided exceptional customer service to clients via phone, email, and chat, resolving queries and concerns related to mutual fund investments. Addressed customer complaints and escalated issues to senior management when necessary. Maintained accurate records of customer interactions and updated CRM systems accordingly. Collaborated with internal teams, such as operations and sales, to resolve customer issues and improve overall customer experience. Staying up-to-date with industry trends, regulatory changes, and product knowledge to provide informed support to clients.
Managed customer care operations, ensuring excellent customer service, resolving issues, and maintaining high customer satisfaction scores. Customer Service:_ - Handled customer inquiries, complaints, and concerns - Resolved issues related to billing, insurance claims, and service/parts orders Team Management:_ - Provided coaching and feedback to improve team performance Operational Responsibilities:_ - Managed DMS application and Oracle software - Maintained accurate records and reports - Coordinated floor activities with technicians and supervisors Performance Metrics: - Maintained high CEI scores through effective customer service and issue resolution.