Open To Work
KAJAL GUPTA
Mumbai
Work Preference
Summary
Results-driven Banking and Financial Services Professional with 4 years in credit card operations, customer service, and investment advisory. Enhanced First Time Resolution and Net Promoter Score through proactive problem-solving. Recognized with Customer 360 Superstar and SOP Champion awards. Expertise in compliance, risk assessment, and portfolio management.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Deputy Manager
Kotak Mahindra Bank
Mumbai
07.2023 - Current
- Manage end-to-end resolution of 360 customer queries across credit card and retail liability products, improving customer satisfaction and retention.
- Drive First Time Resolution (FTR) by identifying and addressing root causes, reducing repeat customer contacts.
- Partner with RCU, Fraud Control, Authorization, and Operations teams to resolve complex cases accurately and within SLA.
- Optimize Average Handling Time (AHT) while maintaining strict quality and compliance standards.
- Support customers with Personal Loan on Credit Card (PLCC), insurance services, card upgrades, and EMI conversions.
- Recognized with ‘Customer 360 Superstar – 2024’ and ‘SOP Champion – 2025’ awards for service excellence (5x award winner overall).
Financial Adviser, Activation Desk
Motilal Oswal Financial Services
Mumbai
04.2022 - 06.2023
- Delivered personalized investment advisory to align client financial goals, enhancing portfolio growth and profitability.
- Onboarded and activated new clients for margin trading facilities, tracking portfolio performance and client engagement.
- Maintained accurate, audit-ready documentation in line with RBI and SEBI compliance requirements.
- Named Best Performer in all four quarters for client activation and portfolio growth (4x award winner).
- Supported operations in Mumbai
Education
Bachelor of Business Management Studies - Finance
Mumbai University
MumbaiSkills
- Credit Card Operations
- Credit card products
- Dispute Resolution
- Compliance
- Quality assurance
- Portfolio Management
- Customer query resolution
- Customer satisfaction
- Customer Retention
- Customer Engagement
- Inbound/Outbound service
- Salesforce (K-Force)
- MS Office proficiency
- Risk Assessment
- Analytical Thinking
- Decision-Making
- Cross-Functional Collaboration
- Problem solving
- Effective communication
- Problem Solving
Certification
- Strategic Planning Foundation, LinkedIn Learning, 2024
- Employment Skills & Placement Training, TechnoServe, 2022
- MS-CIT, Keerti Institute, 2017
Accomplishments
- 5x Kotak Mahindra Bank award winner — ‘Customer 360 Superstar’ and ‘SOP Champion’.
- 4x Best Performer award winner at Motilal Oswal Financial Services.
- Contributed to process streamlining initiatives that improved team SLA adherence and operational efficiency.
Timeline
Deputy Manager
Kotak Mahindra Bank
07.2023 - Current
Financial Adviser, Activation Desk
Motilal Oswal Financial Services
04.2022 - 06.2023
Bachelor of Business Management Studies - Finance
Mumbai University