Sanjana Rao
Deputy Manager
Bangalore
Summary
Proven leader in banking operations with a track record of enhancing team efficiency and customer satisfaction at HDFC Bank Pvt Ltd. Expert in process optimization and strategic decision-making, with a flair for fostering customer relations and driving business growth. Skilled in performance improvements and cost analysis, achieving notable outcomes in dynamic environments.
Overview
10
10
years of professional experience
Work History
Deputy Manager - Teller Authorizer
HDFC Bank Pvt Ltd
06.2022 - 09.2023
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Mentored junior staff members on best practices for project management and team collaboration skills, fostering a supportive work environment.
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Deputy Manager - Operations
Kotak Mahindra Bank
10.2019 - 06.2021
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Officer
Axis Bank Limited
11.2016 - 08.2019
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
Administrative Executive
Blossom Leisures Pvt Ltd
07.2013 - 03.2015
- Collected data, input records, and protected electronic files.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
- Implemented document management system that streamlined filing processes and facilitated easy retrieval of information.
- Reduced operational costs with thorough budget analysis and expense tracking, optimizing resource allocation.
Education
MBA - Accounting And Finance
Master’s Degree in Business Management
Visvesvaraya Technological University 04.2001 -
Bachelor of Science - HR
Bachelor’s Degree in Business Management
Mysore, India 04.2001 -
Skills
Performance Improvements
Cost analysis and savings
Task Delegation
Process and procedure development
Decision-making capabilities
Sales and Marketing
Customer Relations
Business Development
Languages
English
Bilingual or Proficient (C2)
Kannada
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Deputy Manager - Teller Authorizer
HDFC Bank Pvt Ltd
06.2022 - 09.2023
Deputy Manager - Operations
Kotak Mahindra Bank
10.2019 - 06.2021
Customer Service Officer
Axis Bank Limited
11.2016 - 08.2019
Administrative Executive
Blossom Leisures Pvt Ltd
07.2013 - 03.2015
MBA - Accounting And Finance
Master’s Degree in Business Management
04.2001 -
Bachelor of Science - HR
Bachelor’s Degree in Business Management
04.2001 -
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