Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
6
6
years of professional experience
3
3
Certifications
Work History
Service Delivery Officer
Kotak Mahindra Bank
2023.10 - Current
Fostered a positive work environment that encouraged teamwork, while also promoting individual growth opportunities within the company.
Increased client retention rates through consistent performance monitoring and improvement initiatives targeted at addressing specific pain points in the service delivery process.
Reduced resolution times by promptly addressing and resolving escalated customer issues.
Oversaw the creation of detailed project plans, ensuring all milestones were met, and clients remained informed throughout the process.
Proactively identified areas for improvement in service delivery processes, leading to continuous optimization efforts.
Developed strong relationships with internal departments, ensuring seamless collaboration for efficient service delivery.
Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet strict deadlines without compromising the quality of service delivered.
Stayed current on industry trends and innovations, incorporating new ideas into existing processes when applicable.
Collaborated closely with sales teams to identify new business opportunities within existing client accounts or potential prospects.
CRO (Customer Relationship Officer)
CSB BANK
2021.12 - 2023.09
Processing non-cash transactions like Fund Transfers, DD, RTGS, NEFT, Partners, and Brokers.
Handling Locker Operations.
Responsibility of delivering good quality customer service.
Responsibility of inventory management, which includes DD, Passbooks, and Loose Leaves.
Maintaining registers for different operational records. Verifying financial transactions.
Boosted customer satisfaction levels with timely and effective resolution of concerns and inquiries.
Monitored, followed up, and escalated cases to meet customer response commitments.
Welcome Desk Teller
HDFC Bank Ltd
2021.06 - 2021.11
Processing non-cash transactions like Fund Transfers, DD, RTGS, NEFT, Partners, and Brokers.
Maintaining registers for different operational records.
Responsibility of inventory management, which includes DD, Passbooks, and Loose Leaves.
Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
Processing non-cash transactions like Fund Transfers, DD, RTGS, NEFT, Partners, and Brokers.
Responsible for inventory management, which includes demand drafts, loose leafs, etc.
Maintaining registers for different operational records.
Managed client relationships to ensure high levels of satisfaction and timely resolution of issues.
Implemented scalable systems to support business growth while maintaining high levels of service quality.
Education
Bachelor of commerce -
Vartak College
Vasai, India
04.2017
H.S.C -
Vartak College
Vasai, India
02.2014
S.S.C -
Holy Family Convent High School
Vasai, India
03.2012
Skills
Marketing knowledge
Financial Acumen
Creativity and Innovation
Customer Relationship Management
Client Engagement
Excellent Communication
Client Relationships
Microsoft Office
Certification
PROBE- A three-month certification in Retail Banking from Bankedge - Academy for Banking and Finance.
Accomplishments
Achieved Appreciation Certificate for Exemplary Performance in Show-Stopper Life Insurance Contest in the month of January 2020.
Achieved Trophy for Overachieving the Targets across all Vectors in the month of February 2020.
Won Badges in the Month of March 2020 for Best Performance across all Vectors.
Achieved 2 Trophies for Life insurance - Legion of Conquerors Contest in the Month of September 2020.
Certification in securing outstanding LI performance in Q1 FY 22-23
Qualified for the contest of Life Insurance for Q1 Q2 & Q3 i.e from April to December.
Achieved Certificate in Life Insurance Contest in the Month of December 2023
Achieved certificate in Life Insurance and qualified for RBH contest
Qualified for Trinity (Demat) Contest and achieved Trophy in the month of April 2024
Languages
English
Hindi
Marathi
Timeline
Service Delivery Officer
Kotak Mahindra Bank
2023.10 - Current
CRO (Customer Relationship Officer)
CSB BANK
2021.12 - 2023.09
Welcome Desk Teller
HDFC Bank Ltd
2021.06 - 2021.11
Associate Service Delivery Manager
IndusInd Bank
2019.02 - 2021.05
Bachelor of commerce -
Vartak College
H.S.C -
Vartak College
S.S.C -
Holy Family Convent High School
PROBE- A three-month certification in Retail Banking from Bankedge - Academy for Banking and Finance.
Gained knowledge about various aspects of Banking Operations.
IRDA Certified.
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