Neelam Gupta
Noida
Summary
Customer-focused Banking Professional with over 4+ years of experience in inbound call center operations and customer query resolution. Proven expertise in resolving complex account, transaction, and credit card inquiries on the first contact while maintaining high CSAT scores. Adept at adhering to strict banking compliance, reducing average handling time (AHT), and guiding customers toward digital self-service solutions."
Overview
2
2
Languages
6
6
years of professional experience
Work History
Deputy Manager
Kotak Mahindra Bank
Noida
09.2022 - Current
- Inbound Call Handling: Handled a high volume of inbound customer calls regarding account balances, transaction inquiries, credit card queries, and internet banking issues.
- First Contact Resolution (FCR): Resolved customer issues on the first call, minimizing escalations and ensuring prompt query resolution.
- Process & Product Guidance: Guided customers step-by-step through digital banking services, mobile apps, and self-service portals to promote digital adoption.
Customer Support Collection Department
Indiabulls Financial Services Limited (Dhani Loans And Services)
Noida
10.2021 - 05.2022
- Managed customer payment collections by executing timely follow-ups and resolving queries, resulting in improved recovery rates and enhanced customer satisfaction.
Customer Officer
Cogent E Services Limited
Noida
12.2020 - 10.2021
- Managed client inquiries and processed service requests efficiently, resulting in a 20% improvement in customer satisfaction and faster resolution times.
Education
Graduated - Bsc (BIO)
Bundelkhand University
Chhatarpur, MP2018
Skills
- Compliance adherence
- Information verification
- Issue resolution
- Dispute handling
- Follow-up scheduling
- Database management
- Performance tracking
- Team coordination
- Customer communication
- Multitasking
Languages
Hindi
English
Custom
- Watching Movies
- Listing Music
Timeline
Deputy Manager
Kotak Mahindra Bank
09.2022 - Current
Customer Support Collection Department
Indiabulls Financial Services Limited (Dhani Loans And Services)
10.2021 - 05.2022
Customer Officer
Cogent E Services Limited
12.2020 - 10.2021
Graduated - Bsc (BIO)
Bundelkhand University