Summary
Overview
Work History
Education
Skills
Certification
Timeline
Work Availability
Cashier
Abhishek Tyagi

Abhishek Tyagi

Head Customer Service
Noida,UP

Summary

Focused Customer Service and Operations professional with 10+ years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving cost reduction, revenue generation and business growth.

Overview

3
3
Languages
4
4
Certifications
5
5
years of post-secondary education
10
10
years of professional experience

Work History

Head Customer Service

Idemia
Noida, Uttar Pradesh
05.2019 - Current
  • Broadened strategic business plans to promote growth and sales goals while managing a team of 6 Assistant Managers/Senior Customer Support Executives and building long-lasting customer relationships.
  • Built partnerships with diverse internal teams such as sales, finance, procurement, production, warehouse and operations departments to streamline processes.
  • Improved customer service initiatives by automating an end-to-end order management process at ERP level, which resulted in reduction of potential operational errors up to 98%.
  • Collected customer feedback, made process changes to exceed customer satisfaction goals, and consistently achieved above 90% CSAT score in 2020.
  • Assisted senior leadership team with transitioning from manual reporting process to resource level e-dashboard, which resulted in overall efficiency.
  • Received a token of appreciation from senior management for implementing 4i-Framework across various functions.
  • Received an appreciation in global forum for saving a revenue of ~ $ 1.5 Million by successfully consuming and utilizing old module stock.

Manager Customer Service and Operations

Axis Bank Limited
Ghaziabad, Uttar Pradesh
02.2016 - 04.2019
  • Ensuring proper adherence of bank processes and regulatory guidelines to be followed for all financial/ non-financial transactions.
  • Make sure that the financials of the branch are under control and the branch adheres to know your customer (KYC) and anti-money laundering (AML) norms at all times.
  • Responsible for authorizing transactions as per the authorization matrix and verifying customer requests and account opening with proper adherence of KYC and required due diligence.
  • Received an appreciation form the senior management for migrating 60% of total branch transactions to digital channels under banks go green initiative in span of 3 Months.

Branch Operations Manager (PB Authorizer)

HDFC Bank Limited
Noida, Uttar Pradesh
03.2015 - 02.2016
  • Responsible to manage a team size of 10 resources, which includes Cashiers, Teller Authorizers and Personal Bankers, overseeing hiring, training, and their professional growth.
  • Supervised cash/non-cash counters including zero pending token with proper lobby management during peak hour along with verification/inspection of staff drawers, registers, deliverables etc.
  • Responsible for branch Internal and External audits, daily reports generation, checking and reconciliation of reports like cash, inventory, gold, forex, deliverables, pending office accounts, accounts in debit balance etc.
  • Awarded as best resource at Cluster level by Zonal Head for overachieving self and team revenue targets in life insurance business during October – December’2015.

Deputy Branch Manager

ICICI Bank Limited
Noida, Uttar Pradesh
02.2012 - 03.2015
  • Responsible for ensuring smooth functioning of the branch operations with proper adherence to banking norms and regulatory compliance.
  • Ensure to achieve annual targets for branch set in Annual operative plan with maximizing team’s productivity and revenue management.
  • Accountable to monitor and improve customer service index and audit score with managing external and internal auditors.
  • Received an appreciation for Regional Head for consistently managing the branch audit score between 90-95% throughout FY’13-14 with nil escalation & service rejection.

Customer Service Manager

ICICI Bank Limited
Noida, Uttar Pradesh
08.2010 - 01.2012
  • Rendered advisory services to corporate & high net-worth customers on funds management while maintaining relationship with key accounts.
  • Ensure best in class customer experience and an operational excellence with error free processing/authorizations of all financial transactions, as per prescribed guidelines along with adherence to internal process and regulatory compliances.
  • Accountable for maintaining error free key register, deliverables registers, inventory registers etc. on a daily basis with ensuring proper functioning of all critical equipment’s at branch like CCTV, alarm system, cash deposit machines, printers etc.
  • Received an appreciation certificate from Retail Business Head for being an exemplar value banker in iNSPIRE program for the month of December 2011.

Education

MBA - Marketing And Human Resource

ICFAI University
Dehradun
04.2007 - 03.2009

Bachelor of Science -

CCS University
Meerut
04.2004 - 03.2007

Skills

    Team Management

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Certification

Lean Six Sigma Black Belt from Henry Harvin Education

Timeline

Lean Six Sigma Black Belt from Henry Harvin Education

12-2020

Lean Six Sigma Green Belt from Henry Harvin Education

11-2020

Head Customer Service

Idemia
05.2019 - Current

Digital Marketing from iACT Global

01-2019

Manager Customer Service and Operations

Axis Bank Limited
02.2016 - 04.2019

Branch Operations Manager (PB Authorizer)

HDFC Bank Limited
03.2015 - 02.2016

Branch Leadership Program from ICICI Bank Limited

04-2012

Deputy Branch Manager

ICICI Bank Limited
02.2012 - 03.2015

Customer Service Manager

ICICI Bank Limited
08.2010 - 01.2012

MBA - Marketing And Human Resource

ICFAI University
04.2007 - 03.2009

Bachelor of Science -

CCS University
04.2004 - 03.2007

Work Availability

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