Travelling
Reshma Bini
Client Service Manager
mumbai
Summary
Conscientious Service Manager with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Client Service Manager
Citi Bank Na
Mumbai
06.2019 - Current
- Created customer support strategies to increase customer retention.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Took ownership of customer issues and followed problems through to resolution.
- Developed service procedures, policies and standards.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Performing Sanctions screening check & review for domestic payments and providing sign off to release payments.
- Monitoring & governance of RTGF, NEFT & IMPS transaction for Citi Bank Institutional clients including Fortnightly Interest calculation, TDS calculation, Liquidity Reporting, DEAF Reporting
- Managing internal Audit review and Client Audit UAT for front end application
Assistant Manager - Operations
Citicorp Services India Pvt Ltd
Mumbai
12.2013 - 06.2019
- Perform Independent Validation and authorizing of KYC documents and KYC inputs in applications for client on-boarding and existing account modification services.
- DIS & share transfer processing, Pledging, account closure, and post-closure activities.
- Validation of AML investigations for onboarding clients and existing clients.
- Carrying out the implementation of regulator related circular and compliance process.
- Process note preparation and amendments on regular basis as per regulatory requirements.
- Handling regulatory audit, concurrent audit, and internal audit.
- Performing ongoing customer due diligence including maintenance and updating of AML and KYC records due diligence of existing clients
Sr. Executive
Alpari Financial Services India Pvt Ltd
Mumbai
12.2009 - 10.2013
- Managed clients on boarding, scrutiny and verification of KYC documents, back-office responsibilities and taking follow up for client on boarding and managing account funding and payout processing.
- Handled MIS regarding customer/ market volumes, sales, revenue and profitability.
- Regular coordination with sales team to request/analyze client feedback and channel partner's requirements and providing suggestion to make improvements for client satisfaction.
Relationship Manager
ICICI Securities Ltd
Mumbai
07.2009 - 12.2009
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Generated new business and referral clients in partnership with product and branch team.
- Worked with product team to facilitate communication and deliver personalized solutions to customers.
- Achieved goals for sale of financial products and services and exceeded performance metrics for customer service.
Officer
India Infoline limited
Pune
08.2008 - 03.2009
- Handled channel partners registration and on boarding of their clients. Follow up from client for KYC documentation, acceptance, scrutiny and verification, back-office responsibilities.
- Work closely and constant co- ordination with corporate office, branch and channel partners & Other Units - Sales, Marketing, Customer care, back office to execute day to day operational activities & monitoring sales and servicing MIS
Education
MBA - Finance
Pune University
Pune 07.2006 - 04.2008
Master of Arts - Economics
Patna University
Patna 08.2002 - 05.2004
Bachelor of Arts - Economics
Patna University
Patna 08.1999 - 05.2002
Skills
Customer Relations
Microsoft Outlook, Word and Excel
Account management
Complaint resolution
Adherence to high customer service standards
Accomplishments
- Won Citi Star performer award in Feb'2017
- Won Citi Gratitude Team award award in Aug'2018
- Won work as a Partner in June'2020 award in June'2020.
- Won Equity Score card award in Oct 2009.
- Won Udall award in Oct 2009.
Certification
NISM - Currency Derivative Module
Interests
Painting
Timeline
Client Service Manager
Citi Bank Na
06.2019 - Current
Assistant Manager - Operations
Citicorp Services India Pvt Ltd
12.2013 - 06.2019
Sr. Executive
Alpari Financial Services India Pvt Ltd
12.2009 - 10.2013
Relationship Manager
ICICI Securities Ltd
07.2009 - 12.2009
Officer
India Infoline limited
08.2008 - 03.2009
MBA - Finance
Pune University
07.2006 - 04.2008
Master of Arts - Economics
Patna University
08.2002 - 05.2004
Bachelor of Arts - Economics
Patna University
08.1999 - 05.2002