Pragya Prakash
Summary
Dedicated banking professional with 4+ years of experience in branch banking. Expertise in customer service, regulatory compliance, and branch operations. Track record of improving customer retention, branch audits, and cross-selling financial products. Seeking experienced opportunities to contribute to banking sector growth.
Overview
7
7
years of professional experience
Work History
Customer Experience Executive (WD/CEE)
HDFC Bank
07.2022 - Current
- Manage all operational customer requests, ensuring timely and effective delivery of services.
- Lead branch audit initiatives, improving the branch rating from 'Needs Improvement' to 'Well Controlled'.
- Successfully retained CASA accounts worth approximately ₹2 crore in Q3 2022, earning recognition from the National Sales Manager (NSM).
- Handle regulatory notices from State/Central government, ensuring prompt and appropriate responses.
- Generate cross-sell leads for CASA, Life Insurance, SIPs, and asset products.
Teller Cum Service Manager
Bandhan Bank
09.2021 - 02.2022
- Managed a portfolio of Privilege Clients with NRV above ₹2 lakhs, facilitating cross-selling opportunities recognized with cash bonuses.
- Liaised with State/Central government on regulatory matters, representing the bank alongside legal counsel.
- Enhanced customer experience by handling branch walk-ins, TOD funding, dormant accounts, and ensuring audit compliance.
- Achieved “First Time Right (FTR)” in account openings and received the "Dazzle Award" for excellence in customer service.
Customer Service Officer (CSO)/Teller
Fino Payment Bank
12.2017 - 08.2021
- Responsible for overall branch profitability and customer acquisition for products like CASA, Insurance, and MSME Loans.
- Trained new joiners in cash management, contributing to operational efficiency.
- Excelled in cross-selling banking services, winning the “Excellence in Business” award in 2019, securing a top position across PAN India.
Education
MBA - Banking Management
SGVU Rajasthan
01-2020
BBA -
H.D. Jain College, Ara
01-2017
Skills
- Client Relationship Management
- Customer Portfolio Management
- Customer Service
- Account Management
- Team Collaboration
- Advanced Excel, PowerPoint
Accomplishments
- Udaan Award (2022): For outstanding portfolio retention in Q3 at HDFC Bank.
- Shooting Star Award (2021): For maintaining branch hygiene as per audit requirements at Bandhan Bank.
- Excellence in Business Award (2019): For achieving top business performance at Fino Payment Bank, PAN India.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Bhojpuri
Proficient (C2)
C2
Timeline
Customer Experience Executive (WD/CEE)
HDFC Bank
07.2022 - Current
Teller Cum Service Manager
Bandhan Bank
09.2021 - 02.2022
Customer Service Officer (CSO)/Teller
Fino Payment Bank
12.2017 - 08.2021
MBA - Banking Management
SGVU Rajasthan
BBA -
H.D. Jain College, Ara