Navamita Ghoshal
Chandigarh,CH
Summary
Dynamic customer service professional with extensive experience in the banking sector, known for elevating client satisfaction, strengthening customer relationships, and resolving complex account issues. Skilled in conflict resolution, CRM optimisation, and process efficiency to drive retention and service quality. Strong collaborator with cross-functional teams and an active contributor to CSR community initiatives.
Overview
8
8
years of professional experience
Work History
Customer Service Officer
Yes Bank Ltd
11.2023 - 09.2025
- Served as the primary customer contact, responding promptly to inquiries, feedback, and complaints across phone and call channels.
- Strengthened long-term client relationships through personalized communication, follow-up, and support, improving loyalty and retention.
- Resolved account and service-related issues by actively listening, troubleshooting, and coordinating with sales, compliance, and operations teams.
- Utilized CRM systems to log interactions, track customer journeys, and analyze customer behavior for service insights.
- Maintained a strong knowledge of banking products and services to deliver accurate, relevant customer guidance.
- Actively participated in CSR and community service initiatives.
Customer Service Officer
Kotak Mahindra Bank
02.2021 - 10.2023
- Managed customer inquiries, feedback, and complaints across multiple communication channels.
- Built strong customer relationships through personalized engagement and consistent follow-ups to increase retention.
- Coordinated with internal teams to deliver timely and accurate resolutions to client issues.
- Used CRM tools to track interactions and analyze data for customer insights and service improvements.
- Provided accurate, updated information on banking products to support informed decision-making.
- Contributed to CSR initiatives focused on community development and social impact.
Customer Service Representative
HDFC Bank
01.2018 - 01.2020
- Built and maintained strong client relationships through personalized communication and proactive follow-up.
- Applied extensive product knowledge to guide customers and support better banking decisions.
- Resolved customer concerns by actively listening, troubleshooting issues, and collaborating with internal teams.
- Participated in CSR programs supporting community welfare and the bank’s social impact goals.
- Used CRM platforms to document interactions, track customer lifecycles, and analyze customer behavior to support retention.
Education
Bachelor of Commerce - Taxation
The Bhopal School of Social Science, Barkatullah University
Bhopal, IndiaMBA - Marketing
Prestige Institute of Management & Research, DAVV
Indore, IndiaSkills
- Client Relationship Management
- Customer Retention
- Conflict Resolution & Complaint Handling
- Effective Communication
- Active Listening
- CRM Systems & Data Tracking
- Time Management & Multitasking
- Upselling & Cross-Selling
- NPS Improvement
- CSR & Community Service Participation
Timeline
Customer Service Officer
Yes Bank Ltd
11.2023 - 09.2025
Customer Service Officer
Kotak Mahindra Bank
02.2021 - 10.2023
Customer Service Representative
HDFC Bank
01.2018 - 01.2020
Bachelor of Commerce - Taxation
The Bhopal School of Social Science, Barkatullah University
MBA - Marketing
Prestige Institute of Management & Research, DAVV