Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Accomplishments
Timeline
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Afroz Banu Shaik

Afroz Banu Shaik

Bengaluru

Summary

Dynamic professional with a proven track record at ICICI Bank Limited, excelling in customer service and regulatory compliance. Recognized for enhancing customer satisfaction through effective process improvement and cross-functional collaboration. Adept at performance monitoring and data analysis, driving sales growth while fostering strong customer relationships.

Overview

6
6
years of professional experience

Work History

Deputy Manager

ICICI Bank Limited
Bengaluru
09.2022 - Current
  • Worked effectively in team environments to make the workplace more productive.
  • Ensured compliance with applicable regulations governing Trade Services operations.
  • Recognized by management for providing exceptional customer service.
  • Performed daily reconciliation of teller drawer within established limits.
  • Maintained confidentiality of all customer records and information according to company policies.
  • Continuously updated knowledge about banking products, services, policies and regulations.
  • Cross-sold additional bank products when applicable to meet customer needs.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.

Team Leader

Team Lease Services Ltd
Bengaluru
12.2021 - 09.2022
  • Worked effectively in team environments to make the workplace more productive.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Collaborated with cross-functional teams on product development initiatives.
  • Monitored staff performance and provided feedback on areas of improvement.
  • Coached team members on best practices for achieving success in their roles.
  • Developed methods for tracking progress against goals set by management.
  • Conducted regular performance reviews with team members to assess strengths and weaknesses.

Customer Care Executive

Allsec Technologies Ltd
Bengaluru
11.2019 - 11.2021
  • Analysed call data to determine areas of improvement in customer care process.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Gathered customer feedback and reported it to management for further action.
  • Maintained accurate records of customer interactions, transactions, comments and complaints.
  • Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
  • Assisted customers with product selection based on individual needs.
  • Researched competitor offerings in order to remain competitive in the marketplace.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Trained new staff on company customer service policies and procedures.

Education

B.sc Computer Science - Computer Science

Sri Venkateshwara University
Madanapalli
04-2011

Skills

  • Customer service
  • Regulatory compliance
  • Performance monitoring
  • Process improvement
  • Data analysis
  • Cross-functional collaboration
  • Team leadership
  • Record keeping
  • Time management
  • Customer relationship management
  • Money handling
  • Sales growth

Languages

Hindi
First Language
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Tamil
Beginner
A1
Kannada
Beginner
A1

Affiliations

  • One of my favorite hobbies is gardening. It helps me practice patience and planning, as I track seasonal changes, manage plant care, and adapt to unexpected outcomes—skills that translate surprisingly well into professional life

Accomplishments

  • Performance Excellence Certificate, ICICI Bank Ltd — awarded for consistently exceeding monthly sales targets for personal loans, Q1 2023
  • Target Achiever Award, credit card, and Demat account — recognized for meeting strategic project milestones ahead of schedule in 2024
  • Target Achiever Award for opening new fixed deposit accounts — recognized for meeting strategic project milestones ahead of schedule in Q4 2024
  • Target Achiever Award, credit card in Team Lease Services Ltd, recognized for meeting strategic project milestones ahead of schedule in 2021
  • Performance Excellence Certificates, Allsec Technologies Ltd — awarded for consistently exceeding monthly sales targets for credit cards, Q1, Q2, Q3, and Q4 2019–2021

Timeline

Deputy Manager

ICICI Bank Limited
09.2022 - Current

Team Leader

Team Lease Services Ltd
12.2021 - 09.2022

Customer Care Executive

Allsec Technologies Ltd
11.2019 - 11.2021

B.sc Computer Science - Computer Science

Sri Venkateshwara University

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Afroz Banu Shaik