Rahul Shrivastav
Mumbai
Summary
Team Leader experienced in KYC verification and workflow optimization. Improved customer satisfaction through effective problem-solving, staff mentoring, and implementation of service delivery strategies that ensured compliance and safeguarded client relationships. Demonstrated commitment to quality assurance, interpersonal communication, and personnel training to enhance team performance.
Overview
2
2
Languages
3
3
years of post-secondary education
5
5
years of professional experience
Work History
Team Leader
Axis Bank
Mumbai
06.2023 - Current
- Led Axis Bank operations, optimizing daily service workflows for improved customer satisfaction.
- Executed projects that streamlined operations, enhancing overall service delivery.
- Monitored customer account requests, resolving escalated queries to ensure timely support.
- Served high-value customers with personalized service.
- Reviewed KYC documents and supported compliance checks for new accounts.
- Data analysis
Call Center Representative
CITI Bank
Mumbai
02.2022 - 06.2026
- Answered Citi Bank customer calls about accounts, cards, and service requests.
- Verified customer identity using bank security procedures and account details.
- Resolved billing questions and payment issues for Citi Bank clients.
- Conducted KYC analysis to verify customer identities and compliance with regulations.
- Monitored transactions for fraudulent activity to protect customer accounts and bank assets.
- Led customer service team to improve service delivery and address customer needs effectively.
- Trained new representatives on customer service protocols and best practices.
Education
Bachelor of Banking in Insurance - Banking And Finance
Nagindas Khandwala College
Mumbai 06.2018 - 05.2021
Skills
- KYC verification
- Account servicing
- Escalation handling
- Workflow optimization
- Fraud monitoring
- Customer relationship management
- Quality assurance
- Team supervision
- Employee training
- Problem solving
- Decision making
- Client service
- Mentoring
- Coaching and mentoring
- SOP adherence
- Leadership
- Risk management
- KYC review
- Fraud detection
Languages
English
First Language
Hindi
Advanced (C1)
C1
Accomplishments
🏆 Recognized as the Best Agent.
🎓 Qualified as Best Trainer – Banking & Credit Cards.
👥 Recognized as Best Team Leader.
⭐ Demonstrated strong expertise in training, team management, customer service, and banking & credit card operations.
Timeline
Team Leader
Axis Bank
06.2023 - Current
Call Center Representative
CITI Bank
02.2022 - 06.2026
Bachelor of Banking in Insurance - Banking And Finance
Nagindas Khandwala College
06.2018 - 05.2021