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Neha Pagdhare

ghagareneha@gmail.com 8693036075 Mumbai, India-400016

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Productive employee with proven track record of successful project management and producing quality outcomes
through leadership and team motivation. Works with clients to determine requirements and provide excellent
service.

Experience

June 2021 - Current Senior Manager, Reliance Securities Ltd, Mumbai

Risk & Operations Department

• Collaboration with internal teams- product, business finance, customer service, etc to
monitor and manage on daily basis.
• Handling entire operations quality for (DP, Settlement & KYC team) to ensure that
TAT is meet & to enhance customer experience.
• Submission of exchange reporting on timely basis and handling internal audits &
implementations.
• Work with RCA data to help grow the business through interventions on product and
technology.
• Write requirements and SOPs for each customer touchpoint and monitor company's
performance against the same.
• Conducting UAT tests to be able produce a BRD document, sitting down with
business team to understand their requirements then explain those to the technical
team & vendor.
• Actively contribute to identifying enhancements, automation of activities, business
transformation ideas, ability to define & use business analytics and MIS for
improvement in key metrics for operation function.

Customer Service Department

• Lead and manage a team of 50 employees along with 4 TL's for Voice/Non Voice &
Quality team by providing guidance on quality parameters.
• Conducting regular refresher training & product process assessment for improving
officer’s quality on calls & emails.
• Handling investor complaints escalated to exchange & CEO and managing
Inspections carried out by exchanges, Depositories & SEBI by coordinating with
different teams and resolve complaints within TATs prescribed.
• Presenting & Attending IGRP and evaluating new regulatory guidelines &
implementation and representing all fraud cases to senior management.
• Handle audit queries & provide data required from internal & external auditors and
ensures that all the process documents are always complete & valid.
• Worked on designing chatbot to address customers queries with detail understanding
of client’s requirement by coordinating with multiple stakeholders and highlight
process gaps found during resolution along with its RCA.
• Organized weekly follow-ups with internal stakeholders to resolve on-going problems
to foster exceptional customer experience.
• Supported recruitment activities, including hiring, and conducting appraisals.
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September 2018 – Manager, Kotak Securities Ltd, Mumbai

June 2021
• Managing team of 50 members for Non voice, simultaneously contributed some period
with quality team on designing/creating plans for process improvement.
• Necessarily get into transactions and bring about the sense of urgency that is required for
resolving escalated cases.
• Worked effectively with cross-functional design teams to create solutions that elevate user
experience & significantly improved overall functionality and performance.
• Worked on designing chatbot to address customers queries with detail understanding of
client’s requirement and analyze data and make recommendations for improvements to
processes, procedures, and systems.
• Liaising with internal departments to identify opportunities to reduce or redefine TAT, by
eliminating waste and non-value add process steps which help for improving SLA.
• Led monthly staff meetings for team to communicate updates, process improvements and
shifting business priorities.
• Taking note on NPS rating & C-Sat level & providing certain empowerments for
improvements
• Evaluate recorded customer interactions against the dimensions of customer experience,
business process and regulatory compliance requirements.

September 2016 – Deputy Manager, HDFC Securities Ltd, Mumbai

2018
• Managing team of 35 for Non voice.
• Queries handled on emails & chat portal along with MD escalations.
• Putting real-time strategies in place to ensure that the process stays live, and productivity
& service levels are not hampered.
• Maintain service and satisfaction level on chats by offering suggestions for process
improvement to foster exceptional customer experience.
• Maintained positive, professional working environment to optimize staff and customer
satisfaction.
• Supervised and mentored junior team members, providing detailed instructions and
guidance to maximize team efficiency.
• Achieving business targets (Mutual funds & a/c opening leads).

February 2015 – Deputy Manager, Kotak Life Insurance, Mumbai

August 2016
• Managing of 25 members for voice.
• Maintained abundant ratio to 2.5% by ensuring proper staffing of agents during the peak
hours of call flow.
• Handling escalation of HNI clients with end-to-end resolution on calls as well as also
handling walk-in's clients
• Taking feedbacks from clients (internal &external) & shared concerns departments to
ensure that the developments are made in system and released for the end users both client
and internal users.
• Handling Einsurance proposal cases till those get converted to policies.
• Consistently achieving monthly target of revivals of the team upto 1 CR
• Achieved Certificate for receiving “Highest Customer Appreciation”

September 2012 - Team Leader, HDFC Bank (HBL Global Pvt ltd), Mumbai
January 2015
• Managing team of 15 agents on Voice
• Resolved complex customer enquiries, disputes, and complaints.
• Closely monitored team performance by conducting observations and tracking key
metrics, identifying, and managing underachievers appropriately.
• Delivered quality service with friendly and professional demeanor.
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• Inspired teams to achieve or exceed goals through regular motivation, implementing

loyalty incentives and facilitating team-building activities.
• Consistent achieved 90% on Number of Sales (YTD)
• Achieved 85% target on insurance (life insurance and general insurance) individually and
team target of 90% for other products.

August 2011-2012 Executive, HSBC Bank (Synergy Pvt Ltd), Mumbai

• Verifying the applications of new credit cards.

• Resolving problems of issuing of cards by mails.
• Sending feedback of clients to the authorized person.
• Preparing report on disposition of dormant cards.
• Issuing renewal cards to the clients on specific address or to branch.
• Preparing MIS of Daily Productivity Report of Credit cards dispatch from the backend
department.
Skills

• Cross-functional team leadership • Complain Management • Client relationship management

• Data-driven decision-making • Procedure development • Performance reporting
• Microsoft Office Suite expert

Education

2018 P.G.D.B.A, Human Resources

Welingkar Institute of Management, Mumbai
Second Class

2011 T.Y.B.COM, Commerce

M.L.Dhanukar College of Commerce, Mumbai
First Class

2008 H.S.C, Commerce

Khar Education Society of Commerce, Mumbai
First Class

2006 S.S.C
ST. Teresa's Convent High Scholl, Mumbai
Second Class

Certification
• Certified on NISM I, IIA, VA, VI, VII & VIII.
• Certified with MS Office (Excel with VBA)
• Accounting Software "Tally 7.2"
• Certified on programming language i.e C & C++ & Java Specialist (Core & Advance Java)