Sumit Tiwari
Team Captain - American Express
Gurgaon,HR
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Personal Banker
Barclays India Pvt Ltd
08.2023 - Current
- Company Overview: Dynamic and attentive Personal Banker specializes in retail banking, customer service and account management
- Driven to help clients make responsible and financially beneficial decisions
- Knowledgeable of branch operations and financial products to best support company and customers
- Handling UK customers with their Banking queries like Transfer funds, checking standing orders, etc
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services
- Improved customer satisfaction by providing personalized banking solutions and exceptional service
- Verified customer identity and reviewed documentation for accuracy
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs
- Activated new accounts and issued customer identification numbers
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients
- Dynamic and attentive Personal Banker specializes in retail banking, customer service and account management
- Driven to help clients make responsible and financially beneficial decisions
- Knowledgeable of branch operations and financial products to best support company and customers
Senior Executive
Accenture solutions Pvt. ltd
08.2019 - 10.2022
- Responsible for handling customer's queries through phone calls or chats and managing quality of service level as per Client requirement
- Responsible for evaluating the weekly reports based on the Agents performance as per the company parameters that are set
- Perform daily data queries and prepare reports on daily, weekly, monthly, and quarterly basis
- Use Excel functions to generate spreadsheets and pivot tables
- Extract, compile, track data, and analyze data to generate reports
- Compile and validate data; reinforce and maintain compliance with corporate standards
- Spoc for managing escalation calls for any irate customer
- Responsible for maintaining AHT tracker for the entire team
- Track and monitor personal performance review, compliance audit and MYTE (regular attendance) data
- Sending Quotes for the day, to entire process
Solution Engineer
Quattro Global Services Pvt. ltd
08.2017 - 10.2018
- Making quotations for USA clients as per Client's requirements
- B2B responses over the email
- Generating PO over the SAP tool
- Sending emails to re-sellers
- Renew the quotes
Tech Representative
British Telecommunications Pvt. ltd
06.2016 - 06.2017
- Handling UK based customer's queries over the call and chat for tech assistance
- Doing account renewal
- Broadband and BT TV Troubleshooting to resolve customer's issue
- Booking Engineers for customers if issue persists
- Making daily reports for C-Sats in excel sheet for the entire team
Education
MBA - HR & Marketing
Uttar Pradesh Technical University
Greater Noida, India 01.2014 - 04.2016
B.S.C - undefined
ITM university
01.2011 - 04.2014
Intermediate - undefined
MP Board
Matriculation - undefined
C.B.S.E
Skills
Customer service Techniques
Good prioritization skills
Analyzing Results
Business Development
Relationship Management
Focused
Logical
Innovative orientation
Calm under pressure
Attention to Detail
Multi-tasker
Timeline
Personal Banker
Barclays India Pvt Ltd
08.2023 - Current
Senior Executive
Accenture solutions Pvt. ltd
08.2019 - 10.2022
Solution Engineer
Quattro Global Services Pvt. ltd
08.2017 - 10.2018
Tech Representative
British Telecommunications Pvt. ltd
06.2016 - 06.2017
MBA - HR & Marketing
Uttar Pradesh Technical University
01.2014 - 04.2016
B.S.C - undefined
ITM university
01.2011 - 04.2014
Intermediate - undefined
MP Board
Matriculation - undefined
C.B.S.E