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
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
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