Nandita R Dey
Published on: Mar 3, 2016
Transcripts - Nandita R Dey
Email id: email@example.com; phone no. : +91-7738884572
With 9 years of work experience in Customer Service Operation along with a Master’s Degree in professional
Relationship Management and Bachelor Degree in Economics, I am looking forward and willing to build a
long-term career with a progressive and professional organization where I will have the opportunity to
contribute, learn and grow.
Communication – Dealing with internal and external customers at all levels via telephone and email,
to ensure effective communication via actively listening and probing questions.
Problem solving - Resolving queries analytically both independently as well as with internal and
external business partners to find appropriate resolutions, efficiencies and high level of quality.
Team Player – Enjoy sharing knowledge and encouraging development of others to achieve specific
team goals. I am flexible, energetic, patient and able to work within a multi-cultural team
Planning and organizing - Refined planning and organizational skills that balance work, team support
and ad-hoc responsibilities in a timely and professional manner.
Systems knowledge – Experience in preparing presentation, maintaining data in Excel, & using word
for other documentation process.
Analysing -Analyse to bring a change to benefit the company and help in team building.
Club Mahindra Holidays (Mahindra Holidays & Resorts India Limited) (Dec, 2013- Nov, 2015)
“Senior Executive” – Member Relations
Handling complaints received through Social Media Forum (Face book, Twitter, Akosha, Mouthshut).
Meeting walk-in members at the corporate office to address their concerns on the membership.
Sharing knowledge on daily basis or any new information or ideas or updates received from cross
functional team on the processes.
A complete follow up with the cross functional team to provide appropriate resolution/ services to
the member as per the defined TAT, and to keep up the commitment.
Maintain detailed MIS as a daily report for internal update and weekly MIS to be shared with other
cross functional teams for the pending work on the complaints, to know the status so that the quality
of customer satisfaction is adhered and maintained and to know the productivity of team.
Also share a weekly MIS with the Manager to escalate the issue on the next level to get the
resolution on the cases which have breached the TAT. This also helps in giving heads upon certain
cases to the management (MD, Legal Team, HOD and National Head) that certain members issue
needs to be addressed on priority.
Monthly MIS is shared with the seniors of branches across all operation teams (corporate and PAN
India) Highlight the areas of lapse of other departments, sharing ideas as to how the new change can
be bought in the process and how soon can this get implemented.
Mainly to work as a team player, which is not only trying to resolve the complaints that has come to
me, but also help my other team members.
AEGON Religare Life Insurance Company Ltd. May, 2008 –Dec, 2013
“Senior Executive”- Service Delivery
Was appointed as an “Executive - Service Delivery Team” in 2008, handling internal and external
Customers and providing service delivery to customers considering the SLA and Quality score.
Worked in a blended process which includes request processing and assisting customer queries,
request and complaint on calls & emails. Handling customer complaints, queries and request
received through emails.
Project in December 2010 for 3 months - Training project for the Customer Service Team based on
Product and Process which includes making PPT on Process & imparting knowledge, also making it
available for the New Joiners as a Reference Material.
Processing transaction requests, financial transaction reports of the payments received.
Ensuring a complete follow-up with customers to provide service delivery as per defined TAT, Quality
and keep up the commitment.
In April 2013 promoted as Senior Executive – Complaint Team. As being part of Complaints team was
handling customer’s grievances and complaint related to IRDA, Ombudsman, Grievance Redressal,
Service, Sales Complaint & Surrender retention. Maintain detailed MIS on daily & weekly basis.
ATIDAN Technologies Pvt Ltd Apr, 2008 – May, 2008
To meet clients on con-call alternate day, by making a report and processing the information by
analysing the data’s and forwarding the records for testing.
HSBC Jul, 2006 – Mar, 2008
Executive in Blended Back Office process in credit Card, Banking and Loan department.
Assisting to customer’s queries and problems faced while doing transactions, debit card related,
saving bank A/C’s, Loan A/C’s and resolving issues that they face in their EMI’s process and Payment.
Handling online transaction issues related to Internet Banking.
Tata AIG Life Insurance Oct, 2005- Feb, 2006
Catering to customer’s needs and help in resolving complaint regarding the Insurance policy.
Awarded in Soft skill, Best Employee and also Appreciation mails from customer’s in respect to
Customer Service provided (AEGON Religare Life Insurance)
Awarded with Weekly Certificates of achieving the target for handling complaints, request & queries
Awarded for scoring highest marks - Hindi Exam on All India Bases.
Topped in college in the final year exams in subjects like Financial Market, Maths and Export
Languages Speak Read Write
Hindi Yes Yes Yes
English Yes Yes Yes
Marathi Yes Yes Yes
Bengali Yes No No
Gujarati Yes Yes No
Punjabi Yes No No
Academic Institute Year
Post Graduate Diploma
Professional Program in
Times School of Financial Service of
Times of India Group 2010 A
Graduation - Bachelor of Arts
Mithibai College of Arts (Mumbai
University) 2006 57
Mithibai College of Arts- Maharashtra
Board 2003 58.83
Shri Chandulal Nanavati Vinay Mandir
School - Maharashtra Board 2001 58