Amrita Purkayastha
Bengaluru
Summary
As a seasoned customer service professional, I bring a track record of enhancing team productivity and significantly reducing the number of escalated calls, which in turn boosts customer satisfaction ratings. My expertise lies in skillfully implementing process improvements that elevate operational efficiency. I approach every challenge with a can-do attitude, underpinned by a constant readiness to assist. My commitment to excellence is evident in my ability to drive positive outcomes and deliver exceptional service at all times. Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
11
11
years of professional experience
Work History
Client Service Associate
Deutsche Bank
Mumbai
04.2023 - 07.2024
- Managed cash flows for corporate clients, including dividends, interest, cross-border transactions, and internal transfers, ensuring timely and seamless execution
- Resolved client inquiries on transactions and account services, delivering high satisfaction through prompt email and phone support
- Streamlined operations by automating routine reports, reducing the frequency of client queries
- Supported the Global Markets team with documentation management for foreign exchange forward contracts, enhancing risk mitigation processes
- Conducted client communication for clarification and correction of documentation discrepancies related to forward contracts
- Prepared and presented quarterly audit reports to clients, maintaining transparency and trust via balance confirmations
- Trained new team members, accelerating their integration into business-as-usual activities
Client Service Manager
J P Morgan Chase
Mumbai
10.2017 - 03.2023
- Proficient in managing both Corporate and Financial Institutions segments, with expertise in major Nostro currencies and ACH/Wire Payments (CHIPS, FEDWIRE, MT103, MT202)
- Skilled in delivering comprehensive Cash Management Solutions and operational support tailored to Corporate Clients' needs.
- Demonstrated ability to swiftly resolve client issues, ensuring minimal follow-up and high client satisfaction by taking full ownership of problems.
- Expert in investigating and solving complex issues through meticulous detail orientation and innovative problem-solving techniques.
- Contributed significantly to key projects from the testing phase to successful implementation, enhancing efficiency and reducing manual labor
- Committed to maintaining exceptional Client Service standards by consistently fulfilling client requests and achieving client satisfaction
- Knowledgeable in educating clients on various self-service banking options to empower client independence
- Successfully reduced client and internal inquiries via email and phone by identifying and addressing root causes, streamlining communication processes
Relationship Manager, Transaction Banking
Axis Bank
Mumbai
07.2016 - 09.2017
- Expertise in acquiring high-value Current Accounts and converting them into Forex clients to boost revenue generation.
- Proven track record in selling CMS and Forex products, resulting in high revenue performance.
- Successful in deepening relationships with both existing and new-to-bank clients
- Skilled in analyzing client needs and delivering tailored solutions that benefit both the client and the organization
- Proficient in providing online banking solutions and conducting client training for enhanced self-service capabilities
- Adept at cross-selling a diverse range of products to meet client needs in conjunction with core offerings
- Resolute in addressing customer issues and delivering solutions through effective communication and collaboration with the operations team
- Strategic in planning and implementing innovative sales strategies to escalate sales figures.
Client Service Manager
ICICI Bank
Mumbai
02.2013 - 07.2016
- Spearheaded customer service operations for elite corporate clientele, ensuring a seamless service profile management
- Expertly managed straight-through processing for bill payments, including buyers' credit, LCs, and collections, with meticulous scrutiny of advance import and non-import transactions.
- Proactively engaged in client meetings to discern needs and delivered tailored, logical solutions to enhance service satisfaction.
- Oversaw the processing of statutory tax payments, maintaining accuracy and timeliness.
- Coordinated with concurrent and internal auditors, effectively resolving issues while strictly adhering to compliance standards.
- Appointed as the dedicated Customer Service Manager for a high-value corporate client, serving as the principal contact for all operational needs, from general banking to trade transactions.
Education
MBA - Banking & Finance
MANIPAL UNIVERSITY
Bangalore01.2015
Bachelor of Arts - Economics
COTTON COLLEGE
Guwahati01-2011
12th -
KENDRIYA VIDYALAYA KHANAPARA
Guwahati01-2008
10th -
KENDRIYA VIDYALAYA KHANAPARA
Guwahati01.2006
Skills
- TRANSACTION BANKING OPERATIONS
- COMMUNICATIONS
- CORE PRODUCT KNOWLEDGE
- STAKE HOLDER MANAGEMENT
- CUSTOMER SERVICE
- MANAGEMENT
- CUSTOMER SATISFACTION
- TRANSACTION BANKING PRODUCT SALES
- CLIENT RELATIONSHIP BUILDING
- ONE CALL RESOLUTION
- PROBLEM SOLVING
- CASH MANAGEMENT
- ESCALATION MANAGEMENT
Accomplishments
- Certificate of recognition of outstanding performance and commitment to Excellence in JP Morgan.
- Won multiple awards while serving sales profile in Axis Bank which was target based.
- Award on successful migration of system in Axis Bank.
Languages
- English
- Hindi
- Bengali
- Assamese
Hobbies and Interests
I am an ultra-marathon distance runner and have done many running events ranging from 10km to 100km distance.
Timeline
Client Service Associate
Deutsche Bank
04.2023 - 07.2024
Client Service Manager
J P Morgan Chase
10.2017 - 03.2023
Relationship Manager, Transaction Banking
Axis Bank
07.2016 - 09.2017
Client Service Manager
ICICI Bank
02.2013 - 07.2016
MBA - Banking & Finance
MANIPAL UNIVERSITY
Bachelor of Arts - Economics
COTTON COLLEGE
12th -
KENDRIYA VIDYALAYA KHANAPARA
10th -
KENDRIYA VIDYALAYA KHANAPARA
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