Microsoft Dynamics
Priyank Singh
Assistant Manager
H. No. - 1-A, Gali No. – 3, Main Dhansa Road, Najafgarh
Summary
Proactive and multi-talented Assistant Manager with over 15 years of experience in the financial industry. Proficiencies in products like Investments, NPS (National Pension Scheme), Lending. Outstanding expertise in managing escalations through Social Media, Grievance, Consumer Forum, and Regulatory Bodies. Skilled in Mutual Funds, Financial Planning, Depository Services, Securities Market & Insurance. Strong business development professional with a Bachelor's Degree focused in Art/Art Studies, General from Delhi University.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
6
6
Certifications
Work History
Assistant Manager
Times Internet Ltd - ETMONEY
Gurugram
06.2020 - Current
- Managing escalation for products like Investments, NPS (National Pension Scheme), Lending, through support team, Social Media, Grievance, Consumer Forum and SEBI
- Maintaining proper data of all complain/escalations for audit purpose by AMFI (Association of Mutual Funds in India) & SEBI (Securities and Exchange Board of India)
- Established clear and competitive goals, growth roadmaps and strategic business plans.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Mentored support team in applying effective customer support techniques and delivering top-notch customer service.
- Conducted weekly team meetings to motivate team members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Arranging appropriate training for new joiners and handholding them until entire onboarding process gets completed
- Regular quality monitoring of customer service rendered by team members
- Performance analysis of each individual team member and provide proper feedback for future improvement
Team Lead
Times Internet Ltd. - ETMONEY
Gurugram
12.2018 - 06.2020
- Looking after escalations through SEBI (Securities Exchange Board of India), NCFH (National Consumer Forum Helpline), and Social Media (Twitter/Facebook/Play/App Store etc.)
- Streamlined operations to maximize business efficiency and timely solutions to end customers.
- Providing Investment Advice to selected investors as and when required by anyone of them as per their financial goals
- Managing various escalations of team through Chat/Email/Calls
- Providing feedback to team members time to time for their individual growth
- Product testing and suggesting for improvements as per industry standards and being competitive in business segment
- Promoted to Assistant Manager in June 2020
Senior Executive
Times Internet Ltd. - ETMONEY
Gurugram
08.2017 - 12.2018
- Attending Investor’s queries received through multiple channels like Email/Chat/Calls etc.
- Established and directed successful communication channels & tools between operations and support teams focused on customer experience.
- Assessed quality performance and adjusted operations to attain organizational objectives.
- Established performance goals for department and provided methods for reaching milestones.
- Promoted to Team Lead - Investments in December 2018
Senior Executive, Operations
L&T Investment Management Services Ltd
Gurugram
09.2016 - 07.2017
- Performed outstanding while handling entire branch operations and transactions alone for Gurgaon ISC (Investor Service Center)
- Dealing with walk-in distributors and HNI clients at branch
- Work on daily basis on MIR-38 (Daily rejections) to remediate Financial Transactions on rejection/hold to retain maximum business
- Keeping ‘Control Sheets’ up to date on daily basis to ensure accuracy on Time Stamping (TSM) series
- Keeping track of all investment applications processed via ISC to ensure timely allotment of units without any error
- Coordinating with banking/treasury team for cheque banked/transferred by ISC to ensure zero error or delay in credit realization to minimize impact on NAV allotment for high value transaction/s
- Taking care of error/s done at RTA to prepare report on monthly basis for Unit Review Meeting (URM) for entire North Region
- Handling Relationship Manager/s (RM) and distributor/s queries on call and emails
- Maintaining turnaround time (TAT) of 30 minutes to share SOA’s with distributor/s or RM/s
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, and compliance and in-depth expertise
Customer Service Officer
Computer Age Management Services Pvt. Ltd. (CAMS)
New Delhi
09.2014 - 09.2016
- Attending queries for L&T Investment Management Services (L&T Mutual Fund Unit)
- Assisted call-in customers with questions and investment queries
- Provided primary customer support to internal and external investors
- Coordinated solutions for over 80 customer inquiries over call per day along with 20+ emails while meeting and exceeding performance quotas
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Handling crucial reporting for Changes made in Investor’s Folios at EOD
- Keeping records of investor’s interactions and transactions, recording details of inquiries, complaints and comments, as well as action taken.
- To get involve in active client service initiative by providing them appropriate information about web portals & also suggest them benefits of choosing e-channel as a medium of investment.
- Contributes to team effort by accomplishing related results as needed.
- Managing crucial activities which involves financial transactions i.e. redemption on hold, change of bank mandate & direct credit rejections by following various checks
- Responsible to co-ordinate between different departments of L&T AMC and CAMS back office to resolve investor’s complaints and quires within TAT
- Promoted internally to ‘Senior Executive’ by L&T Investment Management Services Ltd. for their new branch, Investor Service Center (ISC) at Gurugram and taken on roll by AMC (Asset Management Company)
Executive
Indiabulls Technology Solutions (Indiabulls Securities Ltd.)
Gurugram
03.2013 - 09.2014
- Responsible to co-ordinate between various departments for Indiabulls’s Trading & Demat account holders
- Attending queries of clients regarding their Trading & Demat accounts through Inbound Call Support and Emails
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Resolved various issues over phone with 80+ customers daily
- Assessed caller concern, account, identify service needs and resolve issues
Executive Operations
Policy Bazaar
Gurugram
11.2011 - 06.2012
- Making comparison between different Insurance Products for clients and suggest them best according to their profile/requirements
- Suggesting client for Mutual funds, Liquid funds, FMPs according to their needs
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Achieved increased sales goals by analyzing customer buying trends, market conditions, competitor action etc.
Sales Representative
B P Multi Services
New Delhi
10.2008 - 11.2011
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions
- Meeting sales targets for Insurance, Loans, Clients for Income Tax Consultancy and other financial products like Credit Cards, Fixed Deposits, R.D’s and Lending etc.
- Developed and delivered engaging sales presentations to convey product benefits
- Built strong rapport with clients by understanding needs and clearly explaining products
- Cold-called leads and closed large number of new sales over several months
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements
- Identified client needs, built relationships and overcame objections to drive sales
- Promoted to Relationship Associate in January 2010
- Recruiting new commission agents and give them quality training and service for their queries regarding products/services and assist in closing deals
- Managed to onboard 84 commission agents in team between 30th September 2011 from January 2010
- Increased revenue by acquiring new customers and determining needs to offer relevant products.
- Achieved monthly sales goals by promoting product benefits & enrolling new clients.
Education
Bachelor of Arts -
Delhi University
North Campus, New Delhi 06.2008 - 12.2013
Bachelor of Arts - Class 12th
Shri Guru Tegh Bahadur Khalsa Boys Sr. Sec. School
Karol Bagh, New Delhi 06.2007 - 04.2008
Bachelor of Arts - Class 10th
Shri Guru Tegh Bahadur Khalsa Boys Sr. Sec. School
Karol Bagh, New Delhi 06.2005 - 04.2006
Skills
Problem-Solving Abilities
undefinedSoftware
Freshdesk
Microsoft Office
Google Sheets & Drive
Talisma
Dhrishti
Ozontel
Certification
NISM Series-V: Mutual Fund Distributors
Awards & Honors
- Awarded with 'Reward and Recognition' by L&T Investment Management Services for the quality of work provided various times while working on roll of CAMS
- Awarded for delivering 98% in quality for L&T Mutual fund process at CAMS
- Received ‘On Spot’ certificate by CAMS for the quality of service rendered to customers
- Awarded with the first Tiger of the Month with the 10 attributes of Times internet limited at ETMONEY
Timeline
Assistant Manager
Times Internet Ltd - ETMONEY
06.2020 - Current
Team Lead
Times Internet Ltd. - ETMONEY
12.2018 - 06.2020
NISM Series X-A Investment Adviser (Level - 1)
07-2018
NISM-Series-VIII: Equity Derivatives Certification Examination
01-2018
NISM-Series-VII: Securities Operations and Risk Management Certification Examination
10-2017
Senior Executive
Times Internet Ltd. - ETMONEY
08.2017 - 12.2018
Senior Executive, Operations
L&T Investment Management Services Ltd
09.2016 - 07.2017
Customer Service Officer
Computer Age Management Services Pvt. Ltd. (CAMS)
09.2014 - 09.2016
Executive
Indiabulls Technology Solutions (Indiabulls Securities Ltd.)
03.2013 - 09.2014
Executive Operations
Policy Bazaar
11.2011 - 06.2012
NISM Series-V: Mutual Fund Distributors
10-2011
IRDA IC-33 - Life Insurance Agents Certification Exam (Expired in Sep. 2013)
09-2010
COPA (Computer Operating & Programming Assistant) from IICE
04-2010
Sales Representative
B P Multi Services
10.2008 - 11.2011
Bachelor of Arts -
Delhi University
06.2008 - 12.2013
Bachelor of Arts - Class 12th
Shri Guru Tegh Bahadur Khalsa Boys Sr. Sec. School
06.2007 - 04.2008
Bachelor of Arts - Class 10th
Shri Guru Tegh Bahadur Khalsa Boys Sr. Sec. School
06.2005 - 04.2006
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