Open To Work
DIPU GHOSH
Banking
Chennai
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Customer-focused professional with successful Number-year career in Industry sector. Dynamic successful applying Skill and Skill in busy business environment.
Overview
15
15
years of professional experience
Work History
Manager
Axis Bank
Chennai
04.2025 - Current
- Effectively handled NRI Clients' requests through the email channel, including KYC updates, account activation, and profile amendments, while ensuring compliance with regulatory requirements.
- Improved customer satisfaction by addressing client queries and escalations in a timely manner, maintaining transparent communication, and delivering accurate and high-quality service.
- Managed and motivated team members to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Deputy Manager
Axis Bank
Chennai
03.2023 - 03.2025
- Reviewed account opening process flow, providing feedback to reduce non-first time resolution cases.
- Ensured compliance with company policy in NRO to NRE fund transfer requests.
- Developed and implemented new procedures, enhancing organizational efficiency.
- Prepared weekly progress reports and circulated management information systems updates.
- Collaborated with customers to identify needs and resolve issues effectively.
- Planned and led team meetings, emphasizing areas for improvement.
Assistant Manager
Citibank N.A
Chennai
02.2022 - 02.2023
- Managed non-resident Indian customer inquiries regarding account maintenance operations, including KYC activation and updates.
- Facilitated domestic to NRI account conversion processes efficiently.
- Engaged with clients to assess needs and implement effective solutions.
- Coordinated interdepartmental efforts to ensure seamless operational flow.
- Guided junior staff on daily tasks, projects, and objectives to enhance performance.
- "Citibank India's consumer banking business ownership was transferred to Axis Bank effective March 1, 2023."
Senior Ops Support Specialist - NAM Chat Ops
Citicorp Services India Private Limited
Chennai
01.2018 - 02.2022
- Responded to customer inquiries via chat for Citi credit card and retail banking services.
- Guided new joiners in adapting to company procedures and improving performance.
- Optimized process flow to increase efficiency and address customer needs more effectively.
Senior Customer Support Executive
Vanan Online Services
Chennai
02.2016 - 01.2018
- Facilitated customer inquiries via chat for all legal transcription and translation needs.
- Promptly resolved escalated complaints with professionalism to enhance service quality.
Process Associate
Tata Consultancy Services
Chennai
12.2012 - 12.2015
- Managed payment inquiries and claims, ensuring accurate record maintenance.
- Generated production reports to track performance and identify trends.
- Contributed to team meetings by suggesting process improvements.
- Monitored performance metrics to evaluate effectiveness and recommend adjustments.
Customer Support Executive
Lycatel BPO Pvt., Ltd.
Chennai
02.2011 - 10.2012
- Handled customer sales and service inquiries via calls and chats for UK and US clients.
- Delivered detailed product and service information to facilitate informed decisions.
- Timely resolution of customer issues to maintain high satisfaction levels.
Education
B.Sc (Computer Science) -
Annai Violet Arts & Science College
Chennai, Tamil NaduHSC -
Little Holy Angels Matriculation Hr.Sec. School
Chennai, Tamil NaduSSLC -
Little Holy Angels Matriculation Hr.Sec. School
Chennai, Tamil NaduSkills
Operations Management
Decision-making
Performance management
Time management
Customer service
Customer relationship management (CRM)
Problem-solving aptitude
Languages
- English
- Tamil
- Hindi
- Bengali
Timeline
Manager
Axis Bank
04.2025 - Current
Deputy Manager
Axis Bank
03.2023 - 03.2025
Assistant Manager
Citibank N.A
02.2022 - 02.2023
Senior Ops Support Specialist - NAM Chat Ops
Citicorp Services India Private Limited
01.2018 - 02.2022
Senior Customer Support Executive
Vanan Online Services
02.2016 - 01.2018
Process Associate
Tata Consultancy Services
12.2012 - 12.2015
Customer Support Executive
Lycatel BPO Pvt., Ltd.
02.2011 - 10.2012
B.Sc (Computer Science) -
Annai Violet Arts & Science College
HSC -
Little Holy Angels Matriculation Hr.Sec. School
SSLC -
Little Holy Angels Matriculation Hr.Sec. School