Puja Choudhary
1925, Chak Garia, Hiland Park, Cape Tower, 19th Floor, Flat 19 C2, Kolkata
Summary
Customer service and financial services professional with over 10 years of experience in leading banks and financial institutions. Expertise in customer relationship management, client retention, and complaint resolution. Recognized for delivering quality service and achieving sales excellence. Proven ability to handle escalations, implement new processes, and train teams for high performance.
Overview
20
20
years of professional experience
Work History
Customer Service Manager & Nodal Officer - East
Aditya Birla Finance Ltd.
Kolkata
08.2018 - Current
- Reduced TAT for escalated customer complaints by 30% as Nodal Officer – East, ensuring 100% SLA adherence and improved customer satisfaction.
- Led a team of service professionals across North & East India; conducted process trainings and onboarded 50+ new hires to ensure seamless integration.
- Designed and implemented Circle MIS & complaint resolution framework, improving complaint closure efficiency and regulatory compliance.
- Spearheaded Pan-India Digital Customer Service operations during the pandemic, enabling uninterrupted servicing of 10,000+ customers monthly.
- Successfully executed key initiatives such as Moratorium, ECLGS, Loan Restructuring & Flexi Loans, ensuring smooth rollout and compliance.
- Consistently exceeded cross-sell targets, driving revenue through wealth products, loan top-ups, and insurance.
Assistant Manager - Service Delivery Ambassador
RBL Bank Ltd.
04.2016 - 07.2018
- Delivered exceptional customer experience, improving branch NPS scores and reducing service escalations.
- Achieved 150% of branch sales targets through CASA mobilization and cross-selling of insurance, mutual funds, and demat accounts.
- Strengthened branch operations by supporting both service and sales, ensuring zero compliance lapses.
- Generated significant non-interest income by consistently outperforming in third-party product sales.
Assistant Manager - Client Retention
Bajaj Capital Ltd.
Garia
12.2013 - 04.2016
- Increased client retention rate by 25% across the East region by resolving post-sales issues for FDs, Mutual Funds, Bonds, and Insurance.
- Ensured strict compliance with regulatory norms while maintaining high customer satisfaction.
- Developed proactive follow-up system, reducing repeat complaints by 40%.
Executive - Branch Operations
Axis Bank Ltd.
12.2008 - 11.2009
- Streamlined branch operations by managing audits, lockers, and compliance checks, reducing pre-audit exceptions.
- Supported sales of CASA and insurance products, contributing to branch revenue.
Officer - Retail Asset Operation Group
ICICI Bank Ltd.
05.2006 - 08.2007
- Processed and managed loan portfolios (consumer, home, personal, auto), ensuring accuracy and faster disbursements.
- Improved customer experience through efficient front & back office handling, featured in ICICI Daily Dose e-zine (WISEGUY) for outstanding service.
Consultant
Citi Financial Consumer Finance India Ltd.
KOLKATA
11.2005 - 05.2006
- Consistently achieved monthly sales targets in personal loans, contributing to branch profitability.
- Built strong customer relationships, driving repeat business and referrals.
Education
B.COM - Honors
Bhawanipur Education Society College
01.2005
A.I.S.S.C.E. -
Mahadevi Birla Girls' Higher Secondary School
01.2002
A.I.S.S.E. -
Mahadevi Birla Girls' Higher Secondary School
01.2000
Skills
- Customer Relationship Management
- Complaint Handling & Escalations
- Branch Operations & Service Delivery
- Loan Processing (All Types)
- Cross-Selling & Wealth Products
- Compliance & Audit Control
- Client Retention & Customer Delight
- MIS Reporting & Process Improvements
- Training & Team Development
References
- Stafford Ireland, Branch Manager - RBL Bank Ltd., 9830707015
- Tushar Fogla, Senior Portfolio Manager, Emerging Businesses & Wealth, 9836433775
Hobbies and Interests
- Sports
- Music
- Dancing
- Interacting with People
Languages
- English - Speak, Read, Write
- Hindi - Speak, Read, Write
- Bengali - Speak
Personal Information
- Date of Birth: 05/28/83
- Gender: Female
- Marital Status: Married
Accomplishments
★ Quality Champion of the Month – June & July 2020 at Aditya Birla Finance Ltd.
★ Top performed and Quality Champion of the month in July 2020.
★ Nominated for ABC Awards – Customer Centricity (Individual), 2020-21
★ Nominated for Udaan Annual Awards – Customer Delight and Cross-Sell Achiever, 2020-21.
★ Awarded EMPLOYEE OF THE MONTH consecutively for six months at RBL Bank ★ Received a Medal of Honor, certificates, and trips for highest sales volume.
Timeline
Customer Service Manager & Nodal Officer - East
Aditya Birla Finance Ltd.
08.2018 - Current
Assistant Manager - Service Delivery Ambassador
RBL Bank Ltd.
04.2016 - 07.2018
Assistant Manager - Client Retention
Bajaj Capital Ltd.
12.2013 - 04.2016
Executive - Branch Operations
Axis Bank Ltd.
12.2008 - 11.2009
Officer - Retail Asset Operation Group
ICICI Bank Ltd.
05.2006 - 08.2007
Consultant
Citi Financial Consumer Finance India Ltd.
11.2005 - 05.2006
B.COM - Honors
Bhawanipur Education Society College
A.I.S.S.C.E. -
Mahadevi Birla Girls' Higher Secondary School
A.I.S.S.E. -
Mahadevi Birla Girls' Higher Secondary School
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