AKANSHA VERMA
Pune
Summary
Responsible retail professional with excellent sales, service and interpersonal skills. Committed to making every customer feel welcome and assisting with any need. Advanced knowledge of fashion trends and popular looks.
Overview
7
7
years of professional experience
Work History
Senior Associate
HSBC Bank
Pune
01.2023 - Current
- Source NEW EBS accounts from the new and existing corporate base and deliver on meeting NTB targets
- Established relationships with key stakeholders across the organization.
- Reviewed customer feedback surveys to identify areas of improvement.
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Cross-sell asset products of the banks n, namely, home loans (via referral), personal loans & cards
- Engage with existing EBS customers to increase penetration across various digital platforms (e.g., Mobile X & IB)
- Respond to customer complaints in timely manner and customer satisfaction
- Ensure all sourcing meets quality benchmarks as per the performance threshold shared (salary thresholds, inputs defect etc.).
- Answered customer questions and provided store information.
Service Manager
DBS Bank
Pune
07.2019 - 01.2023
- Handling processes like Account opening/On-boarding activities and documentation e.g., Term deposits, investment and Remittances
- Responsible for verifying KYC (Know your customer) and AML compliance to ensure timeliness of account setup
- Enhanced team productivity and quality of service by establishing and maintaining clear benchmarks
- Identifying the source/cause of Elite customers issues and resolve with in TAT
- REKYC Submission, Dormant/inactive accounts activation & the renewal of Visa & Passports
- Frequent interaction with the clients to resolve their queries and identifying cross selling opportunities
- Increased average response time by 76% Reduced complaints by 62%
- Managed corporate accounts like Insurance and Investment (MF, AIF, PMS), documentation and processing
- Resolving customer complaints while prioritizing customer satisfaction and loyalty
- Maintaining and updating daily activities in banking software.
Account Associate
Mahindra Finance
Gurugram
02.2018 - 07.2019
- Accuracy and error management in delivery orders and invoices which improved overall lifecycle of accounting Effective customer communication via email and telephone to resolve their concerns
- Handled day to day accounting processes to drive financial accuracy
- Received excellent feedback by customers for quick resolution of their queries.
Junior Officer
HDB Financial Services Ltd
Gurugram
07.2017 - 12.2017
- Provide treasury rates for buying and selling of different currency to completed FX remittances
- FX market understanding
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on FX remittances
- Maintained full of trade laws and regulations by tracking changing conditions.
Education
MBA - Finance and HR -
PSIT College of Engineering
04.2017
Skills
- Customer Service
- Communication skills
- Documentation review
- Relationship Building
- Complaint Management
- Computer Skills
- MS Office
- Service Assistance
- Customer Relationship Management (CRM)
- Performance Improvement
- Verbal and Written Communication
- Public Relations
- Event Coordination
- Customer Interaction
- Customer Engagement
Languages
- English
- Hindi
Timeline
Senior Associate
HSBC Bank
01.2023 - Current
Service Manager
DBS Bank
07.2019 - 01.2023
Account Associate
Mahindra Finance
02.2018 - 07.2019
Junior Officer
HDB Financial Services Ltd
07.2017 - 12.2017
MBA - Finance and HR -
PSIT College of Engineering