Microsoft Office, Excel
ADARSH
Banker At Punjab & Sind Bank
Panipat
Summary
A self-motivated, details-oriented, and highly adaptable professional with two years of extensive leadership experience.
As a team-leader/supervisor, I'm eager to support a welcoming company having attitude to outstand competition by enhancing productivity by using effective time management and team management skills and improving team performance by providing team members with the necessary training and coaching.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Loan Officer
Punjab & Sind Bank
Panipat
08.2023 - Current
- I suggest and provide customers with the best loan product after assessing their queries, needs and repaying capacity.
- I explore opportunities to cross-sell and upsell products to customers.
- I develop and maintain relationships with customers, lenders and other third parties.
Operations Team Leader
Punjab & Sind Bank
Panipat
09.2021 - 08.2023
- Led a team of approx. 3–5 members and ensured that all key metrics of performance as per the client SLA were met and exceeded.
- Delegated projects and tasks to team members after assessing their skills, experience, strengths, and weaknesses.
- Monitored the performance of team members through monthly review meetings, provided them with constructive feedback, and mentored them in their skill development, resulting in a 25% increase in team productivity.
- Led, encouraged, and boosted the team to complete routine and special tasks with high standards before the deadline, which led to the overall growth of business under my department by 20%.
- Developed creativity and innovativeness in team members and trained them in problem identification, problem-solving, and implementing continuous improvement measures, which ultimately helped in reducing the errors by 27%.
- Helped increase sales by 21% and customer retention by 15% by managing the implementation of new marketing and service strategies.
- Resolved conflicts between co-workers in the best possible way, which satisfied all the employees involved in the conflict.
- Scheduled performance review meetings with seniors from time to time and created road maps for timely completion of projects without compromising quality and for the implementation of creative ideas and strategies.
Customer Complaints Officer
Punjab & Sind Bank
Panipat
09.2021 - 08.2023
- Customer-oriented complaints officer with around 2 years of experience in handling, investigating, and resolving all kinds of customer complaints in a timely and fruitful way.
- Listened to the issues and complaints of the customers completely focused and provided them with the best solution up to the utmost satisfaction of the customers, resulting in restoring trust and confidence of the customers in the organization.
- I followed up with the complainant for feedback after the resolution of the complaint resulting in 35% increase in customer satisfaction.
- Reduced customer complaints by 38% by identifying the root cause of the complaints and figuring out permanent solutions to recurring problems by investigating complaints with similar patterns, collecting customer feedback, etc.
- Changed customers' angry and frustrating faces into completely satisfied ones by providing them with the optimum solution to their complaints.
Customer Relationship Manager
Punjab & Sind Bank
Samalkha
04.2018 - 08.2021
- Understood customers' needs by listening to them attentively and actively, and provided them with the best products and services.
- Assessed possible sales opportunities by conducting customer needs analysis and using questioning techniques, thus increasing new business by 14%.
- Kept customers aware of existing and new products and services from time to time, and developed and implemented the standards required to deliver the highest level of service to them.
- Developed and maintained positive relationships with customers, resulting in a 22% increase in customer retention rate.
- Improved response time to customers by 25% by implementing efficient standard operating procedures.
Education
Bachelor of Science - Physics Chemistry Mathematics
06.2010 - 05.2014
High School Diploma -
04.2009 - 03.2010
Class 12, equivalent to High School Diploma.
Skills
Strong organizational skill
Time Management skill
Team Management skill
Efficient problem solving skill
Details oriented
Effective Conflict solving skill
Budget management
Coaching and feedback
Highly Adaptable
Effective Communication skill
Accomplishments
- Received 'Employee of the Month' award 5 times in a two-year span as an Operations Team Leader.
- Successfully got business worth Indian Rs. in the form of 1 college account, 1 school account, and 1 corporate company account, along with around 350 salary accounts of employees of these institutions. Also, got one loan account for the construction of the college building with a sanction amount of Indian Rs.
- Received appreciation letters for outstanding performance in different campaigns organized by the bank from time to time.
- Got wall speakers installed at every corner of the branch and played bank advertisements, information, and branch specific announcements on them, which helped customers understand many bank products.
- Advertised the bank's various products and services on hundreds of taxis in the city, resulting in a boost in business of all three branches in the city by around 15%.
Software
Microsoft Outlook
Interests
Meeting people of different personalities and making friends
Running and yoga to stay fit and focused at work
Be financially aware
I love nature and wildlife
Exploring new places
Timeline
Loan Officer - Punjab & Sind Bank
08.2023 - Current
Operations Team Leader - Punjab & Sind Bank
09.2021 - 08.2023
Customer Complaints Officer - Punjab & Sind Bank
09.2021 - 08.2023
Customer Relationship Manager - Punjab & Sind Bank
04.2018 - 08.2021
Pt. Chiranji Lal Sharma Govt. College - Bachelor of Science, Physics Chemistry Mathematics
06.2010 - 05.2014
S.D. Senior Secondary School - High School Diploma,
04.2009 - 03.2010