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- 1. CURRICULUM VITAE Mrs. Shrividhya Srinivasan Date of Birth: 29th June 1976 K41/11, Telco Colony, Jamshedpur -831004 Phone: 0657-2280427 Mobile : 08987578700 & 9031963995 E-mail: shrividhya_123@yahoo.com Career Objective Growing along-with the growth of the Organization with the help of Diligence, Team Effort and Sincerity Educational Details • Languages Known: English, Hindi, Marathi and Tamil. • B.Com - II Class • M.Com. Passed • Completed Diploma of EXIM course from Indian Merchant Chambers of Commerce. • Completed Telephone Operating Course from Industrial Training Institute, Thane. • Computer skills include Windows 2000, MS Word, Excel, PowerPoint, Internet, Email, MS Outlook and CC Mail. Presently Housewife since January 2007 since marriage. Work Experience  ICICI Bank Ltd. since October 2005 till January 2007 Position : Relationship Manager for Merchant Acquiring Division. Job Responsibilities - Customer Coordination & Operations. • Maintaining relations with the Key Merchants. • Responsible for acquiring new customers and getting larger share of the existing customer’s wallet. • Does and maintain KEY TRACKER reports which help in profiling. • Clients which further aid in cross selling of other bank products. • Ensures adherence to daily activity goals. • Understands customer’s requirements and advises them objectively keeping in mind the individual risk appetite of the customers. • Works in close co-ordination with the service manager in delivering superior service and building long-term relationships. • Ensures effective client retention by utilizing all available support services. • Resolving Queries & Complaints pertaining to the process Credit Card swiping in the terminal of EDC machine. • Achieving the Target of the business volume growth.  GE Countrywide consumer financial services ltd.- August 2002 till September 2005. Position : TVR & Operational executive.
- 2. Job Responsibilities - Customer Coordination & Operations. • Processing credit of application for consumer finance & Two wheeler loans where in various schemes and policies had to be incorporated, checks on the profiles, schemes offered, EMI calculated and hard approving files within a turn around time of 30 minutes was achieved. • Prepared Documentation for fraud detection and Have also de-listed dealers for fraud through proper channels. • Handled other operational functions & maintained trackers on scanned files for disbursement, Cheque printing activities on a daily basis, trackers for cheque cancellations, customer service reports for customer response survey. • Reporting to the Branch Operations Manager & immediate project Manager for various functions performed. • Clearing the files in respect of hold purchase. • Co-ordinating with FCI department for Offline FCI. • Processing a thorough reference check for Auto Customers. • Welcome calls & achieving targets & handling PSC - Post Sales Call for Home Equity, Home Loans & Personal Loan products for INSURANCE PRODUCTS. • Preparing individual performance reports. Trainer • Giving Training to the newly joined Customer Service Executives - Software Training, Handling Customers, Taking Calls and Answering the Customers. • Giving process training for New Joiners - Customer Service Executive. • Given On the Job training for call handling for Customer Service Executive, Dealer helpdesk executive & Tele verification executive. • Setting Question paper monthly to check the Quality of the Individual’s performance Achievements Achieved a constant performance of 98% TAT & being the highest within my team for handling the highest number of cases.  GE Countrywide consumer financial services ltd.-March 2000 to July 2002 Position : Customer Service Executive. Job Responsibilities - Customer Coordination Handling of the Enquiries of Personal Loan, Consumer Durables, Personal Computer Loan, Two Wheelers & Four Wheelers. Inbound Calls • Answering all types of Scheme Enquiries - Seasonal scheme enquiry, Promotional enquiry etc…. & transferring enquiry calls to lead • Disbursement of Cheques (application) • Transferring of Documents, if the customer needs to transfer his loan account from one State to another. • Explanation of Calculation of Installments. • Providing other details required by the Clients. Outbound Calls • Tele calling customer for Retention Customer for Personal Loan & achieve the targets.
- 3. • Follow up calls for customer complaints eg. Courier delay, Wrong disbursement, Wrong data entry etc. • Arranging for the relevant documents - TDS Certificates, Original Bills, Other types of customer letters and sending the same to the Customers. Back Office Operational Job • Generating Reports - Dealer Performance Reports, Received Reports till date, Complaints Call Reports etc. • Handling all types of Escalated Calls from other Customer Service Executives. • Preparing ‘No Objection Certificate’ to remove the Hypothecation of the loan. • Creating Dash Boards - Individual Rating Performance, Types of Calls handled & their follow up time. • Follow-up with Credit & Purchase Department for clearing the file. • Attend Walk-in Customers. • Data entry for the calls handled. • Updating the database. • Handing E-commerce, which includes : Responding to Customer Queries and Complaints all over India Giving Resolutions to Inter-Branch Queries, India.  In charge & Responsible for Acquired Portfolio Cases like Lease Cases, Dash Cases, Retail Sales Group, Lloyds Finance Cases, Shapoorjee Paloonji Cases, Mashrek Cases etc. includes: Co-ordination between various other department pertaining to repayment schedule, Foreclosure of accounts, preparation of NOC etc… Achievements Received many appreciation letters and to top it all I have been felicitated by given Customer Relationship Management Award, Mumbai Region 1999 - 2000.  WIPRO Franchise Interface July, 1999 till February, 2000. Job Responsibilities - Client Coordination Client Coordinator • Handled the site HDFC Bank • Client Coordination for their various System problems • Coordination with Vendors for purchasing a new system, getting quotes for the same and the payment done. • Coordinating with MTNL personnel and the Engineers for the Lease line and MS Exchange Server problems. • Making Reports and sending it to the IT Heads. STRENGTHS • Good Interpersonal Skills, Understanding and Organized in Work. • Enthusiastic in obtaining fresh assignments, Hard Working & Sincere. • Speed in execution and implementation. • Amiable to suggestions and improvements from all quarters. • Never content with marginal improvements in performance, always want to seek out the impossible.