Seema Goswami
Noida
Summary
To seek challenging avenues where my knowledge and skills matches with the organization and obtain professional excellence through sincerity and hard work in a professional organization.Expert in customer relationship management and regulatory compliance, I leverage strong communication skills to deliver tailored financial solutions, achieving high customer satisfaction and retention rates.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Branch Relationship Manager
KOTAK MAHINDRA BANK
Ghaziabad
02.2024 - Current
- Manage and grow a portfolio of retail banking customers by offering end-to-end financial solutions, including savings & current account opening, loans, insurance, and investment products.
- Drive new business acquisition by sourcing leads for home loans, personal loans, life and health insurance, mutual funds, fixed deposits, and asset products
- Consistently meet and exceed monthly targets for CASA, insurance, loan products, and asset portfolios.
- Ensure compliance with KYC, AML, and RBI regulations during customer onboarding and transaction monitoring.
- Provide proactive customer service, handle escalations, and ensure high levels of customer satisfaction and retention.
- Leverage cross-sell opportunities by understanding client needs and promoting suitable banking and financial products.
Bancassurance manager
HDFC LIFE
Gurgaon
02.2023 - 10.2024
- Partnered with bank branches to promote and sell life insurance products, including term plans, ULIPs, endowment policies, and health insurance.
- Engaged directly with walk-in customers and existing bank clients to understand their financial needs and offer suitable insurance solutions.
- Achieved monthly and quarterly sales targets through effective lead generation, cross-selling and up-selling strategies.
- Contributed to policy issuance, documentation, and post-sales service, maintaining a high persistency ratio.
Process Associate
IGT EXPEDIA
Gurgaon
07.2022 - 02.2023
- Handled customer service and sales support for international clients using platforms such as Hotels.com, Booking.com, and other travel portals.
- Resolved customer issues related to hotel reservations, flight bookings, cancellations, refunds, and complaints, ensuring a high level of customer satisfaction.
- Assisted customers in modifying and managing travel plans, while promoting additional services and upselling when applicable.
- Achieved KPIs related to First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction Score (CSAT).
- Accurately logged all customer interactions and follow-ups using CRM tools.
- Handled escalated cases with professionalism and empathy, often turning negative situations into positive customer experiences.
Associate Consultant
Policy bazaar
Gurgaon
07.2021 - 07.2022
- Consulted clients on various life insurance and investment products, including term plans, ULIPs, and endowment policies
- Conducted needs-based financial assessments for customers to recommend suitable insurance and investment plans.
- Handled outbound sales calls, maintaining a high conversion rate and excellent customer satisfaction scores.
- Educated clients on financial planning, risk management, and long-term investment strategies.
- Worked with CRM tools to manage leads, track interactions, and follow up on sales opportunities.
- Built strong customer relationships, leading to repeat business and referrals.
- Collaborated with team members to improve sales strategies, share product knowledge, and boost overall team performance.
Education
Bachelor of Science -
G.B.Pant University of Agriculture And Technology
Pantnagar 07.2012 - 07.2016
Skills
- Customer relationship management
- Financial analysis
- Regulatory compliance
- Sales forecasting
- Excellent Verbal & Written Communication
- Problem Solving & conflict resolution
- Time management and management organisational skill
- Target oriented sales strategy
- Cross selling and upselling
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Branch Relationship Manager
KOTAK MAHINDRA BANK
02.2024 - Current
Bancassurance manager
HDFC LIFE
02.2023 - 10.2024
Process Associate
IGT EXPEDIA
07.2022 - 02.2023
Associate Consultant
Policy bazaar
07.2021 - 07.2022
Bachelor of Science -
G.B.Pant University of Agriculture And Technology
07.2012 - 07.2016