BHUMIKA RATHI

Mobile: +91-9999059439 ~ E-Mail: bhumikarathi@yahoo.com Seekin a!!i nment! in the area! o" #u!tomer Ser$ice %&eration! ' (ack-en) %&eration! *ith a re&ute) "irm +n)u!try ,re"erence: -eal E!tate .ocation ,re"erence: /ur aon Profile Summary 0 com&etent &ro"e!!ional *ith 1.5 year! o" e2&erience in #u!tomer Ser$ice %&eration! an) 3eam Mana ement. E2&erti!e in maintainin 4uality o" !er$ice )eli$ery5 minimum turn-aroun)-time an) con!i!tently im&ro$in cu!tomer !ati!"action le$el!. #om&etent in a!!e!!in an) im&lementin e""ecti$e #-M !olution! *ith an aim to ameliorate cu!tomer contentment an) con!e4uently cu!tomer loyalty5 re&eat an) re"erral bu!ine!!. ,ro$en ability in mana in back-o""ice o&eration!5 *hich entail! !et u& o" cu!tomer !er$ice o&eration! "rom !cratch5 &roce!! mi ration an) &er"ormance enhancement throu h im&lementation o" trainin mo)ule!. 6emon!trate) e2cellence in monitorin )eli$ery o" hi h-4uality cu!tomer e2&erience5 ele$atin cu!tomer !ati!"action5 *hile a)herin to S.0! an) *ork &roce!!e! an) mana in co!t-e""ecti$e o&eration!. ,o!!e!! e2cellent inter&er!onal5 communication an) or ani7ational !kill! *ith &ro$en abilitie! in cu!tomer relation!hi& mana ement. Core Competencies (u!ine!! 6e$elo&ment %&eration! Mana ement 3eam (uil)in 8 .ea)er!hi& Employment Details May' !Till Date" BPTP #t$%& 'ur(aon as Sr% Mana(er ! Customer Ser)ice #u!tomer .i"ecycle Mana ement E!calation Mana ement #om&laint Mana ement #u!tomer -etention (ack-en) %&eration! -e$enue #ontentment

Key Result Areas E""ecti$ely han)lin a team o" 3 &eo&le 9an)lin all cu!tomer interaction! an) i$in &rom&t 8 courteou! re!&on!e! to cu!tomer 4uerie! 8 com&laint! Mana in &hone5 "a25 e-mail5 !nail mail an) in-&er!on interaction! *ith cu!tomer! 6e!i nin re ulation! an) &rotocol! inten)e) to en!ure hi h-4uality cu!tomer !er$ice kee&in or ani7ational oal in $ie* ,ro$i)in the ui)eline! an) trainin nece!!ary to the team to &ro$i)e con!i!tent5 &o!iti$e interaction! bet*een the com&any an) it! cu!tomer! Mana in the &roce!! o" tran!"er o" &ro&erty "rom one client to another "ollo*in the )etaile) &roce)ure %$er!eein the o$erall &er"ormance o" !&eci"ic a!!i ne) &ro:ect Monitorin the out!tan)in o" the a!!i ne) &ro:ect by ettin the amount remitte) to the com&anie! account Maintainin 303 an) )eli$erin the be!t &o!!ible !olution to the client! 0ctin a! a &oint o" contact bet*een the cu!tomer an) the com&any kee&in the or ani7ational oal in min) an) maintainin a balance) &ort"olio by )eli$erin the mo!t e""icient an) cu!tomi7e) !er$ice! to the client! *un' + ! Apr, " Bestec- In$ia P)t% #t$%& 'ur(aon as Mana(er! Customer Ser)ice

Key Result Areas Ma&&e) client;! re4uirement!5 i)enti"yin im&ro$ement area! 8 im&lementin mea!ure! to ma2imi7e cu!tomer !ati!"action le$el!. En!ure) continuou! interaction *ith the cu!tomer to make !ure that area o" concern can be *orke) u&on "or im&ro$e) !er$ice le$el!. Su&er$i!e) an) mana e the o$erall &er"ormance o" the a!!i ne) !ubor)inate! in the )e&artment. <orke) out the !trate ie! an) &roce)ure! "or e""icient &roce!!e!. Mar'+. ! Apr' +" Barclays /inance& 0e1 Del-i!Patel 0a(ar& as Customer Relations-ip Mana(er Key Result Areas -e!&on!ible "or branch &ro"itability5 !ale! o" ,er!onal .oan! 8 other #on!umer =inance &ro)uct! *ith a team o" %""icer! %$er!a* #re)it 8 -i!k Mana ement5 6i!bur!ement!5 -eco$ery 8 #ollection! *ith 6S3;!

-e!&on!ible to enhancin branch &ro"itability +n$ol$e) in &lannin an) im&lementin !trate y "or increa!in !ale! o" ,er!onal .oan! ,ro$i)e) lea)er!hi& an) in!&iration to the team to achie$e their oal! an) ob:ecti$e! En a e) in cro!! !ellin +n!urance &ro)uct! *ith ,er!onal loan! E""ecti$ely han)le) a team o" >5-30 &eo&le

May,+2 ! /e3,+." Citifinancial Consumer /inance In$ia P)t% #t$%& 0e1 Del-i! Africa A)enue& as an 4fficer Key Result Areas 9an)le) the E2i!tin (orro*er &iece in the (ranch ?call centre@ )oin 90 loan! &er month *ith 4 3ele #aller! (uilt a! *ell a! en!ure) a clean &ort"olio i.e. only 4uality loan! to &a!! throu h the 336 Mi2 ?3hrou h 3he 6oor Mi2@ throu h !trict cre)it &ractice! 0)here) to all the com&liance &olicie! )urin the cycle o" loan &roce!!in 0naly7e) the ability to &ay an) intention! o" the cu!tomer! )urin &er!onal )i!cu!!ion! En!ure) the minimum turnaroun) time "or the &roce!!in o" loan! *hich lea)! to better cu!tomer !ati!"action =ollo*e) the com&lete an) ri ht &roce)ure "or the )i!bur!al o" loan! (uilt healthy an) lon term relation *ith cu!tomer! "or "uture cro!! !ellin an) u& !ellin IT S5ills <ell $er!e) *ith MS-%""ice

E$ucation >001 >004 >001 1999 M(0 ?Marketin 8 9uman -e!ource@ "rom +n)ian +n!titute o" ,lannin an) Mana ement (.#om. "rom /ar i #olle e5 6elhi Ani$er!ity B++ "rom /uru 9arkri!han ,ublic School5 Ce* 6elhi5 #(SE B "rom /uru 9arkri!han ,ublic School5 Ce* 6elhi5 #(SE

Interns-ip 6 Assi(nments 6 Pro7ects %r ani7ation: Summary: %r ani7ation: Summary: .e Meri)ien 9otel5 Ce* 6elhi in 9.- 6e&artment #on)ucte) a !ur$ey on e""ecti$ene!! o" trainin &ro ram! "or e2i!tin em&loyee! in $ariou! )e&artment!. -M/ #onnect +n)ia <orke) "or 96=# Stan)ar) .i"e +n!urance acti$ity hel) in 6elhi

<orke) "or &romotional acti$ity o": o A#( ?Anite) #olor! o" (enetton@ )urin March >005 hel) at Ce* 6elhi o 9.. ?9in)u!tan .i$er .t).@ )urin March >005 hel) at Ce* 6elhi

Personal Details 6ate o" (irth: #urrent 0))re!!: ,ermanent a))re!!: .an ua e! Gno*n: 9th 6ecember 19D3 E-1905 /reen*oo) #ity5 Sector-405 /ur aon 9. Co. ->09-(' +++5 Munirka5 Ce* 6elhi-11001F En li!h5 9in)i an) ,un:abi