Darshika Tewari
Bangalore
Summary
Seasoned Professional with an experience of 5+years in Banking, Customer Relationship, Travel and Risk management.
Overview
6
6
years of professional experience
Work History
Transaction Risk Investigator
Amazon India Ltd
Bangalore
06.2020 - 05.2023
- Chalking out the plan for conducting Focus Group Discussion and implementing it.
- Decision making on the basis of transactions with high accuracy.
- Monitored and reviewed escalated cases for further investigation and resolution.
- Collaborated with cross-functional teams to enhance risk management processes.
- Analyzed transaction data to identify potential fraud patterns and risks.
- Documented findings and prepared reports for compliance and audit purposes.
- Trained new team members on investigation procedures and processes.
- Conducted in-depth investigations by reviewing reports.
- Conducted research on new methods of identifying fraudulent activity.
- Analyzed customer data, transaction information, and other relevant documents for potential fraud.
- Followed data security protocol and maintained customer confidentiality.
Deputy Branch Manager
ICICI Bank Ltd.
Bangalore
04.2019 - 01.2020
- Leading the Value Banker team which is responsible for branch operations and sales.
- Chalking out and implementing the operational strategies by closely working with Branch Manager and Regional Head.
- Achieving operational excellence by maintaining the Focus Score and Net Promoter score healthy for the Branch.
- Auditing and reviewing the practices and facilities to ensure operational and security SOPs are implemented in accordance with RBI standards.
- Responsible for monitoring operations cost and optimizing the branch expenses.
- Managed daily operations and ensured compliance with banking regulations.
- Developed and maintained strong relationships with customers to promote financial products.
- Analyzed customer feedback to identify areas for service enhancement and training needs.
- Conducted regular performance reviews with staff members to provide feedback and identify areas for improvement.
- Monitored compliance with banking regulations and internal policies and procedures.
- Participated in audits conducted by external regulatory agencies and also took end to end responsibility for internal audits such as sox audit ,gold loan audits and etc.
Customer Service Manager
ICICI Bank Ltd
Haldwani
05.2017 - 03.2019
- Ensuring compliance to operational processes in accordance with various standards.
- Responsible for implementing regular client visit schedule which helped in business development and customer relationship building.
- Analyzed customer feedback to identify areas for service improvement.
- Resolved escalated customer issues effectively and efficiently on a daily basis.
- Trained new hires on procedures, systems, and customer interaction techniques.
- Developed and implemented strategies for providing excellent customer service experience.
Probationary Officer
ICICI Bank Ltd
Haldwani
01.2017 - 05.2017
- Member of the team responsible for handling the customer queries and its quick redressal.
- Responsible for carrying out cash verification daily.
- Implemented Locker sales plan which resulted in 100% locker acquisition.
- Member of the team responsible for the promotion of the Digital Banking systems by maintaining close interaction with Users and Program Managers.
Education
PGDB -
ICICI Manipal Academy
Bangalore12.2016
B.Tech -
THDC Institute of Hydropower Engineering and Technology
Uttarkhand05.2015
Skills
- Decision Making
- Risk Analysis
- Banking
- Problem Solving
- Fraud detection
- Communication
- Teamwork
- Customer Relationship Management
- Quality Auditing
- Training
- Escalation Resolution
Hobbies and Interests
- Dancing (Student of Shiamak Davar dance school)
- Photography
- Singing
- Sketching
- Painting
- Volunteering in NGO's
- Being part of social discussions for education
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
Languages
English
Beginner
A1
Hindi
Beginner
A1
Timeline
Transaction Risk Investigator
Amazon India Ltd
06.2020 - 05.2023
Deputy Branch Manager
ICICI Bank Ltd.
04.2019 - 01.2020
Customer Service Manager
ICICI Bank Ltd
05.2017 - 03.2019
Probationary Officer
ICICI Bank Ltd
01.2017 - 05.2017
PGDB -
ICICI Manipal Academy
B.Tech -
THDC Institute of Hydropower Engineering and Technology