Poonam Gupta
Financial Consultant
Kolkata
Summary
I am an individual who truly values learning and personal development, particularly in my professional life. After earning my Bachelor's degree in 2020, I pursued a Master's in Accounting and Finance, which I completed in 2022. Since then, my focus has been on discovering more effective and intelligent methods to enhance my work. My goal is not only to advance in my career but also to empower and uplift those around me. To me, growth means becoming capable and confident, enabling me to make a positive impact on myself and my family.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Support Advisor
BT Business
Kolkata
08.2024 - Current
- Acted as initial contact for business customers encountering disruptions with broadband and telephone services.
- Logged and tracked fault tickets, conducting diagnostics to identify issues efficiently.
- Coordinated with engineering teams to facilitate prompt resolution of service disruptions.
- Prioritized clear communication and empathy while providing regular updates to customers.
- Ensured all faults were resolved within agreed SLA timelines to maintain operational efficiency.
- Focused on sustaining high levels of customer satisfaction throughout daily interactions.
- Supported overall operational efficiency by streamlining issue resolution processes.
Assistant Manager
HDFC Bank Ltd.
Kolkata
11.2023 - 05.2024
- Oversaw daily branch operations, ensuring compliance with regulatory guidelines and enhancing customer service delivery.
- Managed account openings, KYC verification, cash handling, and vault management.
- Coordinated with back office teams to resolve customer queries and support sales teams in cross-selling banking products.
- Monitored service quality metrics to ensure process efficiency and meet branch sales performance targets.
Prime Officer
HDB Financial Services
Kolkata
09.2022 - 11.2023
- Expanded customer portfolio by offering personal and business loans.
- Sourced new clients through field visits and referrals, assessing eligibility and conducting credit checks.
- Fostered strong post-sales relationships to enhance customer satisfaction.
- Executed follow-ups for collections, consistently achieving monthly sales targets.
Education
Master of Commerce - Accounting & Finance
Calcutta University
Kolkata, India10-2022
Bachelor of Commerce - Accounting & Finance
Calcutta University
Kolkata, India10.2020
Indian School Certificate (ISC: 12th) - Commerce
St. Paul's Mission School
Kolkata, India06-2017
Indian Council School Certificate (ICSE: 10th) - Commerce.
St. Paul's Mission School
Kolkata, India03.2015
Skills
- Network troubleshooting
- Customer relationship management
- Service level agreement compliance
- Diagnostic evaluation
- Conflict resolution
- Microsoft Office Suite
- Cash handling procedures
- Account management
- Report generation
- Team coordination
- Effective communication
- Customer education
- Time management
- Process improvement
- Network troubleshooting and configuration
- Routing and switching
- Fiber connectivity
- Hardware deployment
- Network security
- Performance tuning
- Systems analysis and design
- Systems development and testing
- Deployment and migration
- Configuration management
- Infrastructure support
- Incident and escalation management
- Ticketing systems workflow
- Quality assurance and improvement
- Vendor management
- Technical documentation
- Requirements management
- Application support
- Customer technical support
Certification
- Superstar, HDFC Ergo, Recognition for Outstanding Performance, 09/2023
- Life Insurance Champ, HDFC Bank Ltd, Awarded champion certification in a contest for meeting monthly targets, 12/2023
- Quality Performer, HDFC Bank Ltd, Recognition for quality performance, 10/2023
Personal Information
- Date of Birth: 10/24/99
- Gender: Female
- Nationality: Indian
Timeline
Customer Service Support Advisor
BT Business
08.2024 - Current
Assistant Manager
HDFC Bank Ltd.
11.2023 - 05.2024
Prime Officer
HDB Financial Services
09.2022 - 11.2023
Master of Commerce - Accounting & Finance
Calcutta University
Bachelor of Commerce - Accounting & Finance
Calcutta University
Indian School Certificate (ISC: 12th) - Commerce
St. Paul's Mission School
Indian Council School Certificate (ICSE: 10th) - Commerce.
St. Paul's Mission School