Talk to sales Try for Free
Arunav Dey

Arunav Dey

Senior Customer Care Executive

Followers of Arunav Dey1000 followers
location of Arunav DeyKolkata, West Bengal, India

Connect with Arunav Dey to Send Message

Connect

Connect with Arunav Dey to Send Message

Connect

  • Timeline

  • About me

    Unit Head - ETB & LCM - Priority

  • Education

    • Chittaranjan College

      2002 - 2005
      Bachelor of Commerce (B.Com.) Accounting and Finance

      B.Com

    • St. Pauls' Mission School

      2000 - 2002
      I.S.C. Business/Commerce, General

      I.S.C.

    • Albany Hall Public School

      1987 - 2000
      I.C.S.E.

      I.C.S.E

  • Experience

    • Wipro

      Jan 2007 - Oct 2008
      Senior Customer Care Executive

      Taking Customer Calls

    • IBM

      Nov 2008 - Jul 2009
      Customer Care Executive

      Taking Customer Calls

    • Xplore Tech Pvt. Ltd.

      Apr 2010 - Sept 2011
      Quality Analyst

      Performing Audits

    • IIFL (India Infoline Group)

      Oct 2011 - Dec 2014

      Audit Performing Audits

      • Senior Officer Quality

        Jul 2013 - Dec 2014

      • Quality Officer

        Oct 2011 - Jun 2013

    • Startek India

      Dec 2014 - Aug 2015
      Quality Specialist

      Quality control and assurance

    • Bandhan Bank

      Aug 2015 - Apr 2021

      Working as a part of the Customer Service team where my primary responsibility is to improve satisfaction for customers across India and NRIs.My KRA include the following -• Implementation of processes in accordance to RBI guidelines, such as to improve customer experience.• Designing operational documents and process flow for the Centralized Phone Banking team.• Implementation of complaint reduction projects on the basis of customer interaction evaluations.• Ensuring proper functioning of all Customer Service systems, viz., IVR, CRM, CBS, etc. and driving improvement projects for all of these systems.• Leading the Centralized Quality & Training Team and deriving maximum occupancy from each member.• Inducting new hires to the Centralized Phone Banking Department and arranging training sessions accordingly.• Identifying the improvement areas and preparing training calendar accordingly.• Evaluating sample interaction to gauge the level of customer satisfaction and accordingly rolling out action plan and improvement projects.• Resolving customer issues received via email.• Setting various operational KPIs, viz., SL, ACHT, Abandon percentage.• Data management and presentation.• Analyzing Root Cause and Trend for repeat defaulters.• Bottom Quartile Management. Show less

      • Deputy Manager

        Jul 2018 - Apr 2021

      • Assistant Manager

        Aug 2015 - Jun 2018

    • Axis Bank

      May 2021 - now
      Unit Head - Priority Banking

  • Licenses & Certifications

    • Six Sigma - Green belt

      Benchmark Six Sigma

    • Customer Service and Banking Codes and Standards

      Indian Institute of Banking and Finance
      Sept 2019