GAURAV BISWAS
RETAIL LENDING-OPERATIONS
Summary
Proven track record in enhancing customer loyalty and streamlining operations at HDFC Home Loans, demonstrating exceptional problem-solving abilities and expertise in Microsoft Excel. Cultivated strong client relationships, achieving cross sales targets with a focus on complaint resolution and active listening. Achieved a significant increase in repeat business through effective customer service and coordination skills. Experienced administrative professional knowledgeable about registrations, audits, inspections and industry regulatory proceedings. Special skill in managing complex documentation, reports and data for regulatory reporting and compliance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
3
3
Languages
Work History
RETAIL LENDING-OPERATION
HDFC Home Loans
08.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Analyzed key performance indicators to identify areas for improvement and develop action plans accordingly.
- Assisted in developing training materials for new hires, contributing to their successful integration into the team.
- Reduced application processing time through the implementation of an optimized workflow system.
- Oversaw regular audits of lending procedures, ensuring compliance with company policies and external regulations.
Branch Relationship Officer
Axis Bank Ltd.
03.2019 - 08.2022
- Played an integral role in achieving branch revenue goals by consistently meeting individual sales targets.
- Boosted customer satisfaction by providing exceptional service and addressing client concerns promptly.
- Demonstrated strong problem-solving abilities when addressing complex customer inquiries, providing solutions that led to increased satisfaction and trust.
- Provided exceptional service during high-pressure situations, maintaining professionalism while resolving customer conflicts effectively.
- Developed a deep understanding of bank products, staying current on industry trends to better serve clients'' needs.
- Ensured adherence to bank policies when opening new accounts or processing loan applications, minimizing errors and potential risks.
- Promoted teamwork within the branch, fostering a positive work environment that encouraged collaboration among colleagues.
- Supported branch operations by adhering to compliance guidelines, mitigating risk, and maintaining accurate records.
Territory Manager
TVS Credit Services
09.2018 - 01.2019
- Developed strong relationships with key decision-makers, fostering trust and loyalty in the assigned territory.
- Improved customer satisfaction and retention through frequent visits, timely response to inquiries, and effective problem resolution.
- Optimized sales pipeline management through diligent follow-ups on leads, resulting in higher conversion rates across the territory.
- Organized regular training sessions for team members to enhance their product knowledge and overall sales skills.
- Worked closely with regional distributors to ensure optimal inventory levels were maintained consistently throughout the year – avoiding stockouts or overstock situations.
- Established successful account relationships by building rapport and maintaining consistent communication.
Personal Banker
HDFC BANK Ltd.-INDIA
10.2016 - 07.2018
- Cross-sold bank products and services to meet customer needs and provide options.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Promoted financial products by maintaining excellent service offering knowledge.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Assistant Sales Manager - Corporate Salary
IndusInd Bank Ltd
11.2015 - 10.2016
- Developed strong client relationships for repeat business and increased referrals.
- Achieved sales targets consistently by driving daily sales activities and managing the sales pipeline effectively.
- Boosted sales performance by implementing effective sales strategies .
- Managed territory assignments for optimal coverage and maximized potential for reaching target customers.
Sales Executive
HBL Global Pvt.Ltd
06.2013 - 06.2015
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
Education
MBA - BANKING AND FINANCE
JAIPUR NATIONAL UNIVERSITY
Jaipur, India 04.2001 -
Bachelor of Arts - General Literature
UNIVERSITY OF CALCUTTA
Kolkata, India 04.2001 -
Skills
Customer Service
Timeline
RETAIL LENDING-OPERATION
HDFC Home Loans
08.2022 - Current
Branch Relationship Officer
Axis Bank Ltd.
03.2019 - 08.2022
Territory Manager
TVS Credit Services
09.2018 - 01.2019
Personal Banker
HDFC BANK Ltd.-INDIA
10.2016 - 07.2018
Assistant Sales Manager - Corporate Salary
IndusInd Bank Ltd
11.2015 - 10.2016
Sales Executive
HBL Global Pvt.Ltd
06.2013 - 06.2015
MBA - BANKING AND FINANCE
JAIPUR NATIONAL UNIVERSITY
04.2001 -
Bachelor of Arts - General Literature
UNIVERSITY OF CALCUTTA
04.2001 -
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