Rupeshkumar Tiwari
Nagpur
Summary
Dynamic professional with extensive experience at DBS Bank India Ltd, excelling in customer service and operational compliance. Proven track record in enhancing service quality and resolving complaints effectively. Skilled in process improvement and documentation, fostering strong customer relationships while driving branch performance and efficiency.
Overview
14
14
years of professional experience
4015
4015
years of post-secondary education
1
1
Certification
Work History
Customer Service Officer
DBS BANK INDIA LTD
Nagpur
09.2023 - Current
- Assisted customers with inquiries regarding banking products and services.
- Processed account openings and maintenance requests efficiently and accurately.
- Resolved customer complaints by identifying issues and providing appropriate solutions.
- Monitored service quality to ensure compliance with bank policies and procedures.
- Supported promotional campaigns by informing customers about new services and offers.
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Maintained accurate records of customer interactions and transactions.
- Managed daily operations of the Customer Service Department.
- Identified potential opportunities to upsell products or services to customers.
Branch Operations Manager
DBS BANK INDIA LTD
Ahmey
01.2022 - 08.2023
- Managed daily branch operations ensuring compliance with banking regulations.
- Supervised staff performance and provided training on operational procedures.
- Coordinated customer service initiatives to enhance customer satisfaction and loyalty.
- Implemented process improvements to streamline workflow and increase efficiency.
- Monitored branch performance metrics to ensure operational excellence.
- Conducted regular audits of branch operations to maintain accuracy and security.
- Managed inventory levels of cash, supplies, and other resources.
- Supervised daily activities of tellers, loan officers, and other personnel.
- Organized daily workflow to maximize efficiency and productivity.
- Performed routine audits of branch operations to identify areas for improvement.
- Prepared monthly reports on branch performance metrics.
- Ensured compliance with banking regulations and policies.
- Implemented new operational procedures to enhance customer experience.
- Managed branch files per recordkeeping and compliance requirements.
- Maintained accurate records of financial transactions.
- Generated daily reports to comply with Bank Secrecy Acts.
- Served as primary contact between the branch and corporate headquarters.
Assistant Operations Manager
DBS BANK INDIA LTD ( erstwhile Lakhsmi Vilas Bank)
Indore
12.2015 - 12.2021
- Coordinated daily operations for banking services and customer transactions.
- Managed team schedules and ensured adequate staffing levels.
- Developed training materials for new employees in operational processes.
Clerk ( Single Window Operator)
DBS BANK INDIA LTD
Bhopal
01.2015 - 11.2015
- Processed customer transactions and maintained accurate records daily.
- Assisted in managing account inquiries and customer service requests efficiently.
- Monitored compliance with banking regulations and internal policies consistently.
- Handled documentation for loan applications and account openings meticulously.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Performed other duties as assigned by management.
- Worked closely with front-end staff to assist customers.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
Clerk
DBS BANK INDIA LTD
Indore
12.2011 - 12.2014
Education
MBA - Finance
Amravati University
Amravati 06.2009 - 06.2011
Bachelor of Science - Computer Applications Development
Amravati University
Akola, India 06.2005 - 06.2008
Maharashtra Board
AkolaMaharashtra Board
AkolaSkills
- Customer service
- Complaint resolution
- Account management
- Service quality monitoring
- Process improvement
- Customer relationship management
- Operational compliance
- Effective communication
- Problem solving
- Attention to detail
- Conflict resolution
- Documentation and reporting
Certification
- JAIIB
- Tally 7.2
Languages
Hindi
First Language
English
Beginner (A1)
A1
Marathi
Beginner (A1)
A1
Affiliations
- Reading
- Travelling
Timeline
Customer Service Officer
DBS BANK INDIA LTD
09.2023 - Current
Branch Operations Manager
DBS BANK INDIA LTD
01.2022 - 08.2023
Assistant Operations Manager
DBS BANK INDIA LTD ( erstwhile Lakhsmi Vilas Bank)
12.2015 - 12.2021
Clerk ( Single Window Operator)
DBS BANK INDIA LTD
01.2015 - 11.2015
Clerk
DBS BANK INDIA LTD
12.2011 - 12.2014
MBA - Finance
Amravati University
06.2009 - 06.2011
Bachelor of Science - Computer Applications Development
Amravati University
06.2005 - 06.2008
Maharashtra Board
Maharashtra Board