DEBABRATA MANDAL
Bengaluru,
Summary
Dedicated to optimization, 9+ years of experience in Banking and Finance, Account Handling and Client Relationship Management. Outgoing and detail-oriented, I am proficient at building and maintaining professional relationships. Aspiring for a challenging leadership role where I can use my skill and experience for the development of the organization and upskill myself.
Overview
10
10
years of professional experience
Work History
Manager
HDFC BANK LTD
Bengaluru
06.2023 - Current
- Customer Relationship Management, build and maintain long-term relationships with clients to enhance customer satisfaction.
- Provide personalized financial advice and solutions based on customer profiles and needs.
- Analyze potential investments and create financial models to forecast returns.
- Understanding customer needs, pitching the products.
- Experience with market research and analysis, as well as ability to identify and capitalize on market trends.
- Ensure high-value clients (e.g., HNI or NRI) receive timely and premium service.
- Ensure that all banking operations and documentation comply with KYC, AML, and other RBI regulations.
Relationship Officer
Mashreq Global Services
Bengaluru
03.2021 - 03.2022
- Resolving Customers queries and complaints.
- Conducting quality assurance surveys with customers.
- Possessing excellent product knowledge to enhance customer support and cross sell.
- Identified opportunities for new client acquisition by leveraging products and services.
- Managed client communications related to daily transactions, service delivery and operational controls.
- Maintained account compliance with industry regulations and company policies.
- Achieving monthly SLA and KPI.
Operations Manager
VEN Consulting India Private Limited
Bengaluru
12.2019 - 07.2020
- Handling a team of 2 Assistant Manager and 4 Team Leader.
- Clients Onboarding and Clients Management.
- Act as the escalation point for sensitive client issues, working to resolve in a timely fashion and providing a satisfactory response to the Client.
- Review and manage metrics to identify trends and areas for improvement.
- Investigate opportunities to reduce costs, provide automation, and analyze fluctuations in key metrics.
- Cost negotiations and Agreement closure.
- Generate revenue by coaching staff on effective prospecting and lead development strategies.
- Monitor employee productivity and optimize procedures to reduce costs.
- Consistently meeting with Clients, B2C and exceed gross profit goals.
- Responsible for final deliverable for the clients after receiving the requirements.
- Following-up with the clients for new requirements.
Team Leader
IndianMoney.com
Bengaluru
04.2019 - 12.2019
- Handling team of 15 members as a Team Leader.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Meeting with Clients, B2B and Managing Customers escalation.
- Communicates deadlines and sales goals to team members.
- Develops strategies to promote team member adherence to company regulations and performance goals.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Relationship Manager
Teleperformance Global Services Pvt Ltd
Bengaluru
12.2017 - 03.2019
- Handling portfolio of 3000+ customers of Axis Bank Prime Channel.
- Handling a team of 15 members as a Subject Matter Expert in absence of Manager.
- Develops formal Performance Plans for all personnel; implements review process to enhance performance against plan.
- Fix meeting with Clients over the phone, B2B and Sales Banking products and cross selling other financial products.
- Resolving queries of the customers on their day-to-day transactions.
- Provide feedback to management on areas of improvement.
- Managing Customer Escalation.
- Monitoring of tickets and taking the actions necessary to meet service targets.
- IRDA Certified, as corporate agent for Selling Insurance.
Digital Interaction Specialist
[24]7.ai Customer Private Limited
Bengaluru
02.2015 - 12.2017
- Managing high and critical incidents to ensure timely completion of customers’ requests.
- Understanding of Principle Based Services.
- Solving the customers all queries and cross selling the Banking products.
- To achieve the monthly as well as daily target.
- Coordinate with the TL for the targets and product update.
Education
Post Graduate - Data Science
International Institute of Information Technology
Bangalore04.2023
Bachelor of Technology - Electrical & Electronics Engineering
Biju Patnaik University of Technology
Odisha05.2012
Skills
- Client Management
- Client Onboarding
- Client Acquisition
- Analytical Skills
- Investment
- Due Diligence
- Data Management
- Process Improvement
- Risk Assessment
- KYC
Affiliations
- Achieved 200% growth in the account’s revenue and 90% profitability improvement.
- Exceeded INR 30 Cr+ revenue by signing 30 new clients.
- Received AWARD for being the CSAT and NPS topper, highest number of surveys received on the floor for customer satisfaction.
- Have won several contests for achieving targets and been awarded with certificates.
- Ranked among PAN India ranking in Top5 employees.
- IRDA and NISM Certified.
TOOL PROFICIENCY
- Flexcube, CRM, Tableau, HNW Data Bank, CBCI, CSP, Prime, EDMS, Semantify, Workforce Management, BPM, FaceApp, Sherlock's, Genesys, I-Leverage, Assist Platform, IRIS, PMS, MS Office, Sakhsham, Citrix, TSYS, COU Learn.
Languages
English
Proficient
C2
Hindi
Proficient
C2
Bengali
Proficient
C2
Oriya
Proficient
C2
Timeline
Manager
HDFC BANK LTD
06.2023 - Current
Relationship Officer
Mashreq Global Services
03.2021 - 03.2022
Operations Manager
VEN Consulting India Private Limited
12.2019 - 07.2020
Team Leader
IndianMoney.com
04.2019 - 12.2019
Relationship Manager
Teleperformance Global Services Pvt Ltd
12.2017 - 03.2019
Digital Interaction Specialist
[24]7.ai Customer Private Limited
02.2015 - 12.2017
Post Graduate - Data Science
International Institute of Information Technology
Bachelor of Technology - Electrical & Electronics Engineering
Biju Patnaik University of Technology
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