Joyce Clifford Cooke
Ambernath
Summary
A position in a front running company which will offer challenges and utilize my skill of being a quick learner with an interest in new technologies and an innovative team player
A total of 10 years of work experience in ICICI Bank in the Escalation department - credit cards (Thane). Later took a transfer to Ulhasnagar branch. Worked with kotak Mahindra Bank ltd. Ulhasnagar branch. Since Jan 2017 till Dec 2020 Currently with Axis bank as manager
Overview
11
11
years of professional experience
1
1
Certification
Work History
Banking Customer Service Representative
AXIS BANK
ULHASNAGAR
12.2019 - 03.2022
- Provided account information and answered customer inquiries in a timely manner.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Cross-sold bank products such as credit cards, loans, and insurance policies.
- Identified potential fraud cases and reported them to the supervisor.
- Explained banking procedures and regulations to customers accurately.
- Processed loan applications and verified documentation for accuracy.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Informed customers about new products or services available through the bank.
- Monitored account activities for suspicious patterns that could indicate fraudulent activity.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Escalation Department - Credit Cards
ICICI Bank
Thane
01.2011 - 12.2021
- Handled customer related queries and provided timely resolution
- At times handled complex queries for top management
- Provide error updates to the manager
- Prepare & Provide productivity data reports of the team
- Preparing attendance and roster of team members (rotational)
- Training junior members on processes, functions and resolution steps for different scenarios
- Co-ordinate with all national/international team members for queries and resolution steps to be provided to the customers
- Stay updated with the current happening in the financial sectors of banks
- ICICI as well as other banks
- From time to time to appear for in-house evaluations, so as to stay updated with the processes of ICICI
- Pitching for Life Insurance and was instrumental and key in generating Li's to complete targets for the past two quarters
- Gained recognition and appreciation from top bosses regularly
- Pitching for mutual funds, Saving accounts
- Also, handled cash counter at times
- Authorization role
- Authorizing NE FT, RTG S transfers
- Handling inward and outward remittance, Deal booking, bank realization certification (BRC)
- Account opening
- Giving leads for personal loans hence generating revenue
- Generating life insurance
- Applications Set: Internet Explorer, MS Word, MS Excel, PowerPoint
- Typing speed 40 w.p.m
Manager
Kotak Mahindra Bank Ltd.
Ulhasnagar
01.2017 - 12.2020
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Organized special events such as conferences or training sessions for employees.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Evaluated individual and team business performance and identified opportunities for improvement.
Tutor
01.2016 - 12.2020
- Tutored students from grade 3 to grade 10
Data Entry Operator
Adventity
01.2020 - 06.2020
- Inputted customer data into computer database accurately and quickly.
- Compiled reports from multiple databases using advanced search tools.
- Reviewed source documents for completeness prior to entering them into the database.
- Organized paper documents into digital filing system for easy access.
- Assisted with research projects by gathering, analyzing, and summarizing data.
- Managed workflow processes related to document management tasks efficiently.
- Utilized various software programs including MS Office Suite and specialized applications.
- Processed high volumes of paperwork in a timely manner to meet tight deadlines.
- Scanned and stored files and records electronically to reduce paper files and secure data.
Education
Bachelor of Arts - Fine Arts
C.H.M College
Ulhasnagar, 301.2005
H.S.C. - Arts
C.H.M College
Ulhasnagar, 301.2002
S.S.C -
Fatima HIGH School
Ambernath, India01.2000
Computer course -
Aptech
Ulhasnagar, 3Skills
- Market research proficiency
- Sales strategy development
- Portfolio Management
- Customer Retention Strategies
- Cross-selling abilities
- Data-driven decision-making
- Dispute Resolution
- Payment Processing
- Teamwork and Collaboration
- Customer Relationship Management
- Customer Retention
- Excellent Communication
- Customer Service
- Fraud investigation
- Chargeback handling
- Client Relationship Building
- Credit analysis
Accomplishmentscapabilities
- Customer centric
- Team player, dependable and dedicated.
- To work honestly and sincerely.
- Performed tasks with excellence
- In depth understanding of requirements of customers
- Generate Li's
Applicationsset
- Internet Explorer
- MS Word
- MS Excel
- PowerPoint
Typingspeed
40 w.p.m
Personal Information
- Date of Birth: 10/04/81
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
- Konkani
References
Available on request.
Roles And Responsibilities
- Handled customer related queries and provided timely resolution.
- At times handled complex queries for top management.
- Provide error updates to the manager.
- Prepare & Provide productivity data reports of the team.
- Preparing attendance and roster of team members (rotational).
- Training junior members on processes, functions and resolution steps for different scenarios.
- Co-ordinate with all national/international team members for queries and resolution steps to be provided to the customers.
- Stay updated with the current happening in the financial sectors of banks.
- From time to time to appear for in-house evaluations, so as to stay updated with the processes of ICICI.
- Pitching for Life Insurance and was instrumental and key in generating Li's to complete targets for the past two quarters.
- Gained recognition and appreciation from top bosses regularly.
- Pitching for mutual funds, Saving accounts.
- Also, handled cash counter at times. Authorization role.
- Authorizing NE FT, RTGS transfers.
- Handling inward and outward remittance, Deal booking, bank realization certification (BRC).
- Account opening.
- Giving leads for personal loans hence generating revenue.
- Generating life insurance.
Summary Of Experience
10, ICICI Bank, Escalation department - credit cards, Thane, 10 years, Kotak Mahindra Bank Ltd., Ulhasnagar, Since 01/2017 to 12/2020, Axis Bank, Manager, Current
Accomplishments
Awards in Insurance. exceed targets, earn a leadership role or achieve recognition of some sort? Make them shine in this section.
Languages
English
First Language
English
Advanced (C1)
C1
KONKANI
Proficient (C2)
C2
Hindi
Elementary (A2)
A2
Certification
SP CERTIFIED
References
References available upon request.
Timeline
Data Entry Operator
Adventity
01.2020 - 06.2020
Banking Customer Service Representative
AXIS BANK
12.2019 - 03.2022
Manager
Kotak Mahindra Bank Ltd.
01.2017 - 12.2020
Tutor
01.2016 - 12.2020
Escalation Department - Credit Cards
ICICI Bank
01.2011 - 12.2021
Bachelor of Arts - Fine Arts
C.H.M College
H.S.C. - Arts
C.H.M College
S.S.C -
Fatima HIGH School
Computer course -
Aptech