Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Martina Dominic Mastan

Vasai

Summary

Dynamic Branch Relationship Manager with Axis Bank Ltd, skilled in client acquisition and complaint resolution. Proven track record in enhancing customer satisfaction and driving sales growth through effective relationship management. Expertise in cash handling and performance assessment, consistently achieving positive audits while fostering a productive work environment.

Overview

7
7
years of professional experience

Work History

Branch Relationship Manager (Assistant Manager)

Axis Bank Ltd
01.2024 - Current
  • Effectively manages staff to follow the Bank's Customer Service Standards, be accurate in cash handling.
  • Positive audits while maintaining a positive and productive work environment.
  • Conducts performance reviews and recommends salary adjustments for staff members he or she oversees.
  • Customer interaction those are responsible for creating new client relationships as well as deepening.
  • Spearhead resolution of customer queries and issues.
  • Maintaining customer relationships: Relationship managers can communicate with customers and clients more effectively than other members of the banking staff.
  • Receive payment by cash, cheques, credit card etc; checking daily cash accounts; Guiding and solving queries of customer; providing training and assistance.
  • Monitor and maintain cash levels in the teller drawers.
  • Reconcile discrepancies in the cash drawer.
  • Assisting customers as a financial advisor.
  • Build rapport with clients and foster loyalty and satisfaction.
  • Resolve complaints: Identify and resolve customer complaints.
  • Develop and maintain relationships with existing and potential clients.
  • Understand clients' financial needs and recommend suitable banking products and services.
  • Provide customer service, answer client questions, and resolve issues.
  • Identify opportunities to offer existing clients additional banking products and business growth.
  • Acquire new Savings Accounts by engaging with potential clients and presenting tailored solutions.
  • Managing client acquisition for Saving Account & Loan products.
  • Developing and maintaining strong relationships with clients to drive sales growth.
  • Perform field visits and make outbound calls for new account acquisition.
  • Building and maintaining customer relationships through regular follow-ups.
  • Promoting and selling various banking products.
  • Supervising staff adherence to customer service standards.

Executive

IndusInd bank Ltd
02.2022 - 11.2023
  • Handing customer grievance written to NRI service desk by checking customer's query in CRM Financle and DCMS.
  • Handling outbound calls for banking customer's in timely & effective manner to ensure customer satisfaction.
  • Co-ordinating with branches officials, Relationship manager, respective processing Regional centers for any grievance raised by customer and same to be resolved on priority for smooth transition to be processed without any delay and affecting TAT.
  • To ensure personalized service and necessary information is offered to the customer capturing the problem indicators, highlighting and suggesting improvements.
  • Arranging approved from Relationship manager and branch officials regarding necessary requests raised by customer.
  • Preparation of Route Cause Analysis (RCA) report and case study for escalated cases.
  • Providing end to end resolutions to customer's complaints within prescribed TAT.
  • Liaising with different departments for addressing customer's queries and grievance.
  • Interacting with customer over Email/Calls/Web Chat regarding to service/operational.
  • Helping customer for NRE/ NRO repatriation, Fund transfer and Fixed deposit booking.
  • Inward and Outward Remittance and booking FCNR etc.
  • Auctioning NRI Emails within TAT.
  • Collaborated with upper management to implement continues improvements.
  • Managed accounts to retain existing relationships.
  • Book Building and maintaining continuous growth.
  • Email handling on day-to-day bases for better communication with NRI clients.
  • Processing request as instructed by customer to on accounts as per process.
  • Working in flexible requirements i.e. Opening accounts, KYC, Data Entry, Emails, Loans, Insurance, Emails, Credit Card etc.

Customer Service Executive in Operations

Health meter services Pvt Ltd
07.2018 - 03.2021
  • Coordinating with clients for co-operate (Pre -Employment & Annual checkup) through emails and calls.
  • Sending weekly MIS to the respective company.
  • Co-coordinating with clients and centers for co-operate health checkup.
  • Arranging medical reports of the candidates for Pre-employment medical and sending to the respective company HR. (Softcopy / Hardcopy) Corporate accounts management.
  • Making sheets for daily appointments.
  • Resolve customer complaints by investigating problems and finding solutions in time bound manner.
  • Preparing reports and recommending management effective ways to carry out work in efficient manner.
  • Pre-employment medical program management.
  • Handling Dispatch Department and maintaining record of the same.
  • Back office software management.
  • MIS, Report filling for Digitization and Data analytics.

Education

B.COM -

St. Gonsalo Garcia College
Vasai West
03.2017

H.S.C -

New English Junior College
Vasai West
03.2014

S.S.C -

St. Anthony's Convent High School
Vasai West
03.2012

Skills

  • Customer relationship management
  • Banking product expertise
  • Cash handling precision
  • Complaint resolution
  • Performance assessment
  • Client acquisition strategies

Accomplishments

    Employee of the Month for June 2024 for exceeding LI targets

Languages

Hindi
First Language
English
Proficient (C2)
C2
Marathi
Proficient (C2)
C2

Timeline

Branch Relationship Manager (Assistant Manager)

Axis Bank Ltd
01.2024 - Current

Executive

IndusInd bank Ltd
02.2022 - 11.2023

Customer Service Executive in Operations

Health meter services Pvt Ltd
07.2018 - 03.2021

B.COM -

St. Gonsalo Garcia College

H.S.C -

New English Junior College

S.S.C -

St. Anthony's Convent High School

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Martina Dominic Mastan