Rahila Anjum
Bengaluru
Summary
Results-driven Banking and Customer Service Professional experienced in retail banking, sales, and relationship management. Achieved business targets through effective loan sales, credit card product promotion, and exceptional customer engagement. Focused on delivering value to organizations with strong communication and problem-solving skills.
Overview
3
3
Languages
11
11
years of professional experience
Work History
Relationship Officer
Mashreq Global Services
10.2022 - Current
- Achieving the sales targets every month and awarded as best performer in Oct'25 & Jan'26
- Recommended loan solutions aligned with customer financial needs, enhancing customer satisfaction.
- Promoted and sold personal loan products to existing credit card customers.
- Recommended suitable loan solutions based on customer financial requirements.
- Established and nurtured strong
- Delivered excellent customer experience while maintaining high productivity levels.
- Addressed customer objections effectively, contributing to improved conversion rates.
- customer relationships to enhance loyalty.
- Training the new Joiners and training them, ensuring their productivity is up to the mark
- Processed loan applications efficiently
- Proces
Quality Analyst
Cogent e-Services
06.2019 - 09.2022
- Ensured compliance with client and regulatory standards through consistent audit processes.
- Executed daily, weekly, and monthly hygiene audits to monitor call quality metrics.
- Conducted root cause analysis for quality gaps, recommending actionable process improvements.
- Delivered effective feedback sessions that improved agent performance significantly.
- Conducted feedback sessions that enhanced agent performance and engagement.
- Partnered with development teams to resolve defects swiftly and improve overall product quality.
- Participated in product-related calls to provide updates and training on quality parameters.
- Recognized for accuracy in quality evaluations and contributions to process enhancements.
Customer Service Associate
Concentrix Daksh
Bangalore
06.2015 - 06.2019
- Consistently achieved high customer satisfaction scores throughout tenure.
- Educated customers on policies, procedures, and available resources to enhance understanding and satisfaction.
- Educated customers on policies, procedures, and available resources effectively.
- Monitored current promotions and new product offerings to proactively inform customers and drive engagement.
- Received recognition for exceptional service support and customer assistance.
- Supported customer service objectives through positive communication.
- Maintained awareness of current promotions and new product offerings.
- Fostered positive communication to support customer service objectives and improve overall customer experience.
Education
Bachelor's Degree -
MES PU College of Arts Science & Commerce
Bangalore06-2014
Skills
- Client relationship management
- Customer support
- Sales management
- Excel proficiency
- Regulatory compliance
- Compliance auditing
- Loan product sales
- Effective communication
- Complaint resolution
- Time management
- Conflict resolution
- Data decision-making
- Customer service
- Analytical thinking
- Onboarding new hires
- Sales performance analysis
Accomplishments
- Consistently achieved monthly Quality Score targets.
- Improved agent performance through effective coaching and feedback sessions.
- Successfully maintained high compliance and audit accuracy.
- Recognized for delivering accurate quality evaluations and process improvements.
- Played a key role in maintaining operational excellence through regular audits and calibrations.
- Top Performer in Sales for 2 consecutive quarters.
- Recognized as Best Service Support Advisor.
- Consistently achieved high CSAT (Customer Satisfaction) scores.
Languages
- English
- Hindi
- Kannada
Personal Information
Father Name: Imtiyaz Pasha
Date of Birth: 10/14/94
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Kannada
Proficient (C2)
C2
Timeline
Relationship Officer
Mashreq Global Services
10.2022 - Current
Quality Analyst
Cogent e-Services
06.2019 - 09.2022
Customer Service Associate
Concentrix Daksh
06.2015 - 06.2019
Bachelor's Degree -
MES PU College of Arts Science & Commerce