KASTURI BASU
Personal Banker
New Delhi
Summary
With more than six years of experience in Customer Relations, specializing in client escalation handling for UK, US, and Indian markets, I am dedicated to continuous professional development. My goal is to optimize customer operations and contribute to the successful achievement of strategic business objectives.
Overview
10
10
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Personal Banker
Barclays
04.2023 - Current
- Credit Card related query Handling of UK customers and member.
- 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.
- Account Reconciliation Management.
- Order to cash, billing collections management.
- Escalation Handling.
Program Manager
GREAT LEARNING
03.2022 - 03.2023
- Successfully handling Customer queries in Different levels and resolving escalations
- Specialising in handling difficult communications with different level of customers
- Meeting operational targets on weekly and monthly basis.
- Team Handling- Shrinkage, Quality, Productivity handling
Business Support Advisor
BRITISH TELECOM
12.2018 - 02.2022
- Improvising Customer Experience at all stages.
- Cloud Order Management with BT network.
- Handling UK customer’s escalation.
- Order to cash Management .
- Handling Operational goals, logistics and invoice on weekly basis
- Handling Escalations
- Trained in JIRA Support query raising and resolving
- Project making and Project handling
- Orders placing and checking the further updates of existing orders and projects with customers and backend teams
- Regular follow ups and improvisations work updates with technical team
CUSTOMER SERVICE EXECUTIVE
ARVATO BRITISH AIRWAYS PROCESS
10.2017 - 05.2018
- Tickets booking and seat allocation for customers through inbound calls
- Handling missing baggage queries by contacting airport baggage delivery team
- Handling premium accounts for tickets booking and maintaining customer relations
SUMMER INTERNSHIP
DELHIVERY
05.2015 - 07.2015
- Analyzing and making reports on Retail margin, Brand Margin and distributor margin information of various FMCH companies
- Daily field visits of 10 retailers and distributors to fetch the correct data
- Collating data on the discount margins provided by different segmented brands
Education
PGDM - Marketing and Finance
NEW DELHI INSTITUTE OF MANAGEMENT
Delhi 01.2014 - 1 2016
BBA(H) - HRM
INSTITUTE OF ENGINEERING AND MANAGEMENT
Skills
Customer Service
Credit management
JIRA trained
Order to cash Management
Team Handling
Uk and Us client Management
Certification
Beginner’s SQL
Timeline
Personal Banker
Barclays
04.2023 - Current
Program Manager
GREAT LEARNING
03.2022 - 03.2023
Business Support Advisor
BRITISH TELECOM
12.2018 - 02.2022
CUSTOMER SERVICE EXECUTIVE
ARVATO BRITISH AIRWAYS PROCESS
10.2017 - 05.2018
SUMMER INTERNSHIP
DELHIVERY
05.2015 - 07.2015
PGDM - Marketing and Finance
NEW DELHI INSTITUTE OF MANAGEMENT
01.2014 - 1 2016
BBA(H) - HRM
INSTITUTE OF ENGINEERING AND MANAGEMENT