Shikha Arora
Service Officer
Barnala
Summary
Dynamic professional with a proven track record at KOTAK MAHINDRA BANK LTD, excelling in customer service and relationship building. Skilled in cross-selling and up-selling, I consistently exceeded performance targets while enhancing client satisfaction. Adept at problem-solving, I fostered long-term partnerships and contributed to business growth through strategic sales opportunities.
Overview
2
2
Languages
5
5
years of professional experience
Work History
Service Officer
KOTAK MAHINDRA BANK LTD
02.2021 - 09.2023
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Developed and maintained strong relationships with key clients, fostering long-term partnerships.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Exceeded performance targets by consistently delivering outstanding service results within the department.
- Counted cash drawers and deposits, checked supplies, and completed any other required opening or closing task to facilitate smooth team operations.
- Contributed to business growth by identifying sales opportunities during routine client interactions.
Collections Manager
IDFC Bank Ltd
09.2018 - 12.2019
- Accessed credit records to evaluate customer credit histories.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Coordinated legal actions when necessary, working closely with attorneys to ensure proper documentation and representation.
- Set up and updated customer accounts and CRM with interactions, payments, and personal information.
- Contacted clients with past-due payments and actively monitored payments due from clients.
Education
MBA - Financial Management
PCTE Group of Institutes
04.2001 -
Skills
Cross-selling and Up-selling
Reporting and documentation
Relationship building
Customer service
Quality assurance
Time management
Problem-solving abilities
Teamwork
Timeline
Service Officer
KOTAK MAHINDRA BANK LTD
02.2021 - 09.2023
Collections Manager
IDFC Bank Ltd
09.2018 - 12.2019
MBA - Financial Management
PCTE Group of Institutes
04.2001 -