Mithun Kb

Background

About Mithun Kb

Started my carrier as a customer service officer in concentrix in the year 2015, process Axis Bank process product credit cards. Role and responsibilities was to solve customer queries end to end, handling customer escalations with follow up and service recovery/ also had experience in handling out bound calls as well. Skill: good customer handling skill and good team player between clients and management. Part of Genesys application UAT testing and suggestions given to clients for better customer experience 2017: Joined as Assistant Manager Axis Bank. Role and responsibilities: Handling non-voice credit card business emails, vendor management (cnx). Responsible to take care credit card email services with good customer experience/ with 60% CTA, 95% quality, and Keeping up 95% of customer response time with in 24 hours, with 12 min AHT./escalation handling : nodal, social media, BO and MD. 2019: Promoted to Deputy manager Axis Bank. Handled entire email line of business operations: credit cards, Retail assets and Retail liabilities.(vendor management) Part of email Business transition credit card business : Desk set up both location noida and Hyderabad/ with effective vendor training on application and banking process for card business. Part of UAT testing for chat line of business for all lines of business. 2022: Promoted to Manager Axis Bank for handling both email and chat line of business, to support vendors in achieving good customer experience with high quality services and less escalations/ Achieving NPS for both channels, process suggestions and projects to improve performance on NPS. escalation handling with vendor calibration and training to be given on complains handling. Skills : idea on projects, good relationship with the partner organisations, skills in hiring partners for the business, quality of handling complaints with Analysis and sharing feedback to partners, good customer support experience and knowledge in emails/chat and sales in the same platform.