Swaroop Gonsalves
Mumbai
Summary
An astute professional with 22 years in entire banking operations and client relationship management with detailed understanding of Retail Branch Banking operations and products.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
HSBC Bank
Mumbai
11.2002 - 06.2004
- Assisted customers with inquiries and resolved issues through effective communication.
- Processed orders and managed returns using company-specific software systems.
- Monitoring calls and inspecting their quality. With regards to back office operations conducting a quality check of the matter sent to customers by the agents.
- Conducting training batches for new hires and refresher training for existing agents.
- Supervising the floor and providing solutions to the queries of the agents present on floor. Generating team reports, preparing performance improvement plans to up skill the agents in the team and completing various tasks provided by the assistant manager.
- Taking supervisory calls, handling written complaints sent by customers and assisting new hires.
Branch Manager
Axis Bank
Mumbai
09.2019 - Current
- Currently heading the New Marine Lines branch with a book size of 6500 crs with a team of 20 resources.
- Monitored financial performance of the branch on a monthly basis.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Performed regular audits of financial records in order to ensure accuracy.
- Assisted other branches when needed during peak periods or special projects.
- Fostered a collaborative team environment to drive performance improvement.
- Coordinated training programs for new team members on bank policies.
Branch Manager
ICICI BANK
Mumbai
01.2014 - 09.2019
- As a Branch Manager have the key responsibility of managing the Operations and Sales of the Branch.
- Handling a team of Operation resources ensuring 0 errors in Processes and Compliance.
- Monitoring Audit checks to ensure highest branch rating in Audit and Compliance checks in all operations parameter.
- Developed and implemented branch sales strategies to meet targets.
- Supervised staff to maintain high levels of customer satisfaction.
- Ensured compliance with regulatory requirements and internal policies.
- Fostered a collaborative team environment to drive performance improvement.
Preferred Relationship Manager
HDFC BANK
Mumbai
09.2010 - 12.2013
- Handling a portfolio of 230 groups of HNI customers and helping them with all their Banking needs.
- Identifying opportunities for cross sell of all the banking products to ensure stickiness with the bank.
- Identify the needs and long term goals of customers and provide appropriate solutions to meet the needs.
- Ensure that the CASA relationship is enhanced by regularly monitoring the outflow and inflow of funds.
- Managed portfolio of client accounts, ensuring high levels of satisfaction and loyalty.
Relationship Manager
Standard Chartered Bank
Mumbai
11.2009 - 09.2010
- Driving business by acquiring high value relationship and corporate clients.
- Assessed client needs and provided tailored financial solutions and services.
- Analyzed client portfolios to recommend appropriate banking products and services.
Relationship Manager
HSBC Bank
Mumbai
12.2006 - 10.2009
- Maintaining and strengthening the relationship with HNI customers and creating technique building Customer Relationship by building a good rapport and providing excellent customer service.
Relationship Manager
HDFC Bank
Mumbai
06.2004 - 12.2006
- Portfolio Management of Privilege Customers of the Bank.
- Servicing walk in customers and generate business and ensure cross sell of products.
- Taking and executing instructions like FD Premature, Account Closures, locker surrender.
- Monitoring complete teller operations and ensure zero error in process. Checking account opening forms to ensure zero defect in documentations and avoid delay in TAT.
- Managing portfolio customers and generating third party business like Insurance, Mutual Funds etc. Handling the branch lockers and ensuring that the correct processes are followed. Handling the audit checks in the branch.
Education
T.Y.B. Com -
Sathaye College of Commerce - Vile Parle (east)
01.2002
H.S.C. (Commerce) -
Sathaye College of Commerce - Vile Parle (East)
01.1999
S.S.C. -
Divine Child High School - Andheri (East)
01.1997
Skills
- Complaint resolution
- Product Knowledge
- Building rapport
- High-energy attitude
- Multi-Task Management
Personal Information
Date of Birth: 24th of June 1981
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
Have a keen interest in traveling and listening to music
Languages
English
Proficient
C2
Hindi
Advanced
C1
Marathi
Proficient
C2
Timeline
Branch Manager
Axis Bank
09.2019 - Current
Branch Manager
ICICI BANK
01.2014 - 09.2019
Preferred Relationship Manager
HDFC BANK
09.2010 - 12.2013
Relationship Manager
Standard Chartered Bank
11.2009 - 09.2010
Relationship Manager
HSBC Bank
12.2006 - 10.2009
Relationship Manager
HDFC Bank
06.2004 - 12.2006
Customer Service Representative
HSBC Bank
11.2002 - 06.2004
T.Y.B. Com -
Sathaye College of Commerce - Vile Parle (east)
H.S.C. (Commerce) -
Sathaye College of Commerce - Vile Parle (East)
S.S.C. -
Divine Child High School - Andheri (East)