Dikssha Chittkara

Experience

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  PolicyBazaar.com

  Feb 2016 - Apr 2019

  Senior Team Lead

  Acquiring new business & customer relationship; ensuring high quality service & CRM. Communicating courteously with NRI and HNI client 's, throughout the world via emails, telephone or holding discuss the best possible measures for the client servicing.Assisted in problem solving in brainstorming solutions to existing concerns. Supervising a team of 100 associates. Promoted to Subject Matter Expert from Associate in One Year and then to a Team Coach in another One Year . Excellence in managing various portfolios for clients ( including HNI and NRI investors) and promoting ethical & professional standards within the industry. Show less

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  HDFC ERGO General Insurance

  Sept 2019 - Mar 2021

  Assistant Manager

  Boosted operational efficiency with development of a very new process to facilitate more efficient numbers. Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer. Applied performance data to evaluate and improve operations, target current business conditions and forecast needs. Generated operational reports for management on monthly schedule. Participated in high-level hiring decisions for key leadership positions, conducted senior hire interviews and nominated new board members. Building and maintaining strong, long-lasting customer relationships. Conferred with customers to maintain current understanding of needs and preferences, resolve issues and promote brand loyalty. Reviewed individual department performance and worked with leadership to improve processes, procedures and practices. Show less

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  RBL Bank

  Apr 2021 - Dec 2022

  Deputy Manager

  Conduct objective, fair, thorough, unbiased and timely investigations into allegations of fraud, waste or abuse committed by clients. Review and research evidence/documents to analyze the overall fact pattern of claim and synthesize data into a professional report with recommendations.Manage and prioritize a large and varied case load effectively and efficiently to achieve positive results.Responsible to provide adequate and quick resolution to all the escalated complaints. Ensuring adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed by self. Manage complaints in accordance with the practice complaints policy.Evaluation of complaints and submit the RCA with action plan. Participate in various initiatives towards reduction in escalations of customer complaints. Ensure adequacy and quality of all complaints resolution at this level. To ensure the deliverables are met in a timely manner. Responsible to take up complaints reduction initiative among top categories. Ensuring all regulatory queries are answered to the regulators satisfaction. Regular review of open complaints and sharing feedback both 1 on 1 and with the team to maintain an upward trend in their communication and resolution to grievances. Show less

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  Policybazaar.com

  Dec 2022 - May 2023

  Assistant Operations Manager

  • Coordinated with General Manager in different operational issues and promotional activities.• Supervised operations team to support operational excellence and excellent customer service.• Developed and maintain operational guidelines for the team.• Monitored employee productivity and optimized procedures toreduce costs.• Investigated and resolved customer inquiries and complaintsquickly.• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. Show less

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  Encore Asset Reconstruction Company Private Limited

  Jun 2023 - now

  Deputy Manager Resolutions

  • Manages the grievance process to review, investigate, document, process, negotiate, and resolve disputes.• Analyzes customer complaints to determine validity, risk, and cause of the complaint.• Monitor claims and/or calls to ensure policy adherence, regulatory compliance and identify future coaching opportunities.• Audits consultant phone calls, documentation, and interaction records to assure firm’s compliance to industry regulations and standards.• Collaborates with variety of departments including legal, payment operations, IT, and contract maintenance to correct and restore client account to proper status.• Generates error reports to track the source of the error and the affected budget.• Alerts management of errors caused by team members or processes and offers suggestions and solutions to prevent future errors.• Ensure that all regulatory and statutory obligations are met, including accurate and timely processing within the framework of the regulations. • Foster a spirit of teamwork and unity amongst colleagues.• Provide management reporting highlighting team performance and identification of process gaps.• Manage sensitive and escalated complaints ensuring senior managers are briefed where appropriate.• Prepare appropriate responses to complaints received directly from customers or through regulators or bank partners.• Assist in bank partner monitoring. Show less