Magazine : Ruchika Shubhendu Luha
Current
Manager Customer Service and Ops
Education
M.Sc ZOOLOGY
Industry
Banking/Financial Services/Broking
About Ruchika Shubhendu Luha
A COMPETENT AND RESULT ORIENTED PROFESSIONAL WITH AROUND 7.5 YEARS OF INSIGHTFUL EXPERIENCE IN CUSTOMER SERVICE MANAGEMENT, PEOPLE MANAGEMENT, CASH CONTROL & OPERATIONS.
CURRENTLY ASSOCIATED WITH CITI FINANCIAL CONSUMER FINANCE INDIA LIMITED, NAGPUR AS MANAGER.
PREVIOUSLY WORKED WITH BPL MOBILE CELLULAR LIMITED, NAGPUR AS CUSTOMER SERVICE EXECUTIVE.
POSSESS THOROUGH EXPERIENCE OF HANDLING CUSTOMER SERVICE DEPARTMENT EFFICIENTLY & EFFICIENTLY.
PROFICIENT IN MANAGING, RECRUITING & TRAINING THE ENTIRE TEAM OF CUSTOMER SERVICE DEPARTMENT PROFESSIONALS ACROSS ALL BRANCHES INDEPENDENTLY.
EXPERT IN PLANNING, ORGANISING, IMPLEMENTING & SUPERVISING THE ENTIRE GAMUT OF ACTIVITIES ASSOCIATED WITH CUSTOMER SERVICE MANAGEMENT, CLIENT SERVICING, AND CLIENT ADVISORY SERVICES & PEOPLE MANAGEMENT.
EXCELLENT RELATIONSHIP MANAGEMENT SKILLS WITH PROVEN DEXTERITY IN INTERFACING WITH SENIOR OFFICIALS FOR ENSURING SMOOTH FLOW OF WORK ACTIVITIES.
AN ANALYTICAL AND INNOVATIVE TEAM PLAYER POSSESSING EXCELLENT COMMUNICATION, INTER-PERSONAL AND PRESENTATION SKILLS, WITH STRONG ANALYTICAL MIND-SET, ADMINISTRATIVE CAPABILITIES AND INTELLECTUAL POTENTIAL TO MEET SET OBJECTIVES.
CURRENTLY ASSOCIATED WITH CITI FINANCIAL CONSUMER FINANCE INDIA LIMITED, NAGPUR AS MANAGER.
PREVIOUSLY WORKED WITH BPL MOBILE CELLULAR LIMITED, NAGPUR AS CUSTOMER SERVICE EXECUTIVE.
POSSESS THOROUGH EXPERIENCE OF HANDLING CUSTOMER SERVICE DEPARTMENT EFFICIENTLY & EFFICIENTLY.
PROFICIENT IN MANAGING, RECRUITING & TRAINING THE ENTIRE TEAM OF CUSTOMER SERVICE DEPARTMENT PROFESSIONALS ACROSS ALL BRANCHES INDEPENDENTLY.
EXPERT IN PLANNING, ORGANISING, IMPLEMENTING & SUPERVISING THE ENTIRE GAMUT OF ACTIVITIES ASSOCIATED WITH CUSTOMER SERVICE MANAGEMENT, CLIENT SERVICING, AND CLIENT ADVISORY SERVICES & PEOPLE MANAGEMENT.
EXCELLENT RELATIONSHIP MANAGEMENT SKILLS WITH PROVEN DEXTERITY IN INTERFACING WITH SENIOR OFFICIALS FOR ENSURING SMOOTH FLOW OF WORK ACTIVITIES.
AN ANALYTICAL AND INNOVATIVE TEAM PLAYER POSSESSING EXCELLENT COMMUNICATION, INTER-PERSONAL AND PRESENTATION SKILLS, WITH STRONG ANALYTICAL MIND-SET, ADMINISTRATIVE CAPABILITIES AND INTELLECTUAL POTENTIAL TO MEET SET OBJECTIVES.
Ruchika Shubhendu Luha ’s experience
Cust. Service Mgr
at
Citi Financial Consumer Finance India
, Nagpur, INDIA
September 2004 – Currently Working
Industry: Banking/Financial Services/Broking
Functional area: Banking / Insurance
Customer Service Management
Proficient in undertaking all
activities under the purview of CSM like conducting monthly
meetings and regular visits to various branches for
CSM. Adept in gathering feedback regarding service processes
from Service Champion to enhance quality of
service. Expertise in gathering & sharing the feedback with
the Centralized Quality Team. Constantly reviewing the
processes followed at the branch level to ensure that the correct
process is followed. Team Leadership Possess through
experience of managing entire team of customer service
professionals across various branches
independently. Motivating staff and ascertaining &
organizing “Performance Counselling”
sessions. Recruitment, Training & Development Proficient
in conducting training programmes for Service staff
personnel. Expertise in recruitment and training of Customer
Service Representatives and Support Staff on various issues and
processes. Cash Control & Revenue Generation Proficient
in verification of complete nature & accurate recording of all
cash received. Adept in cash disbursements of any kind & its
verification. Maintaining an accurate tracking system that
accounts for both receiving and disbursing the
cash. Expertise in conducting monthly audits.
Completing a various categories of forms and Preparation of
account summaries. Report Generation & Database
Maintenance Oversee & conduct all the necessary data
maintenance and keeping in view to its requirements. Adept
in setting up and maintaining various important files, records
and registers. Effectively arrange collection & compilation
of various data. Responsible for all sorts of
inter-departmental report generation for the Senior
Management. Management of Operations Tracking of
dispatched files, maintaining TAT & process flow as per
SOP. Co-ordination with the Operation Team at HO for
authorization of files. Build awareness and implementation
of code of conduct and compliance policies. Tracking of
disbursements of cheques. Ensure quality and control
standards.
activities under the purview of CSM like conducting monthly
meetings and regular visits to various branches for
CSM. Adept in gathering feedback regarding service processes
from Service Champion to enhance quality of
service. Expertise in gathering & sharing the feedback with
the Centralized Quality Team. Constantly reviewing the
processes followed at the branch level to ensure that the correct
process is followed. Team Leadership Possess through
experience of managing entire team of customer service
professionals across various branches
independently. Motivating staff and ascertaining &
organizing “Performance Counselling”
sessions. Recruitment, Training & Development Proficient
in conducting training programmes for Service staff
personnel. Expertise in recruitment and training of Customer
Service Representatives and Support Staff on various issues and
processes. Cash Control & Revenue Generation Proficient
in verification of complete nature & accurate recording of all
cash received. Adept in cash disbursements of any kind & its
verification. Maintaining an accurate tracking system that
accounts for both receiving and disbursing the
cash. Expertise in conducting monthly audits.
Completing a various categories of forms and Preparation of
account summaries. Report Generation & Database
Maintenance Oversee & conduct all the necessary data
maintenance and keeping in view to its requirements. Adept
in setting up and maintaining various important files, records
and registers. Effectively arrange collection & compilation
of various data. Responsible for all sorts of
inter-departmental report generation for the Senior
Management. Management of Operations Tracking of
dispatched files, maintaining TAT & process flow as per
SOP. Co-ordination with the Operation Team at HO for
authorization of files. Build awareness and implementation
of code of conduct and compliance policies. Tracking of
disbursements of cheques. Ensure quality and control
standards.
Customer Service Executive at BPL Mobile Cellular Ltd , Nagpur, INDIA
February 2002 – August 2004
Managed an extensive customer base, providing excellent
customer service to clients in the follow up of the
sale Customer Service Management, viz activation Suspension,
Cancellations, Barring or Debarring. Assisted customers with
enquiries, providing them with help and
information. Improving customer service based on client
feedback through the development of new policies and
procedures. Successful account retention record of 98%.
customer service to clients in the follow up of the
sale Customer Service Management, viz activation Suspension,
Cancellations, Barring or Debarring. Assisted customers with
enquiries, providing them with help and
information. Improving customer service based on client
feedback through the development of new policies and
procedures. Successful account retention record of 98%.
Ruchika Shubhendu Luha ’s education
M.Sc [ZOOLOGY],
Nagpur University [May,2000]
, Nagpur, INDIA
B.Sc [MICROBIOLOGY],
Nagpur University [May,1998] , Nagpur, INDIA
Ruchika Shubhendu Luha ’s additional information
Interests:
NSE CERTIFICATION IN AMFI MUTUAL FUND (ADVISORS) DEC. 2008
IRDA CERTIFICATION LIFE INSURANCE NOV. 2007
Websites:
Awards and achievements:
Awarded with Certificate of Achievement for Income Contribution to CitiFinancial India through BCC collection for 2006.
Awarded with Outstanding Performance for August 2005.
Achieved 82% customer satisfaction in quality evaluation program.
Awarded for highest BCC collection in PAN India 2007.
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