SHUBHAM SINGH
Noida
Summary
Accomplished Assistant Manager with extensive experience in Risk Mitigation and Customer Service. Successfully reduced customer escalations by 30% and increased satisfaction scores by 15% through strategic process improvements. Demonstrated ability to lead a team to a 95% on-time task completion rate and drive a 25% increase in product sales via targeted cross-selling initiatives. Proficient in data analysis and advanced Microsoft Office Suite applications, maintaining a 90% stakeholder satisfaction score. Dedicated to continuous improvement, resulting in a 20% enhancement in operational efficiency.
Overview
3
3
years of professional experience
Work History
Assistant Manager
Axis Bank
02.2023 - Current
- Reduced Escalations: Decreased customer escalations by 30% through the implementation of effective risk mitigation strategies
- Enhanced Service Quality: Achieved a 15% increase in customer satisfaction scores by overhauling the service recovery process and improving response times
- Operational Efficiency: Improved operational efficiency by 20% by identifying and implementing key process improvements within the escalation handling system
- Team Productivity: Led a team to achieve a 95% on-time task completion rate, enhancing overall productivity and meeting project deadlines consistently
- Stakeholder Communication: Maintained an average stakeholder satisfaction score of 90% by ensuring open and effective communication, aligning with business objectives
- Training and Development: Developed and conducted training sessions for team members, resulting in a 20% improvement in service delivery metrics
Executive
IDFC First Bank
10.2021 - 12.2022
- Customer Assistance: Successfully assisted customers per month with their banking needs, maintaining a 98% customer satisfaction rate
- Product Promotion: Increased cross-selling of banking products by of the team, contributing to a significant boost in revenue
- Customer Inquiry Handling: Resolved 95% of customer inquiries on the first contact, enhancing overall customer experience and reducing follow-up interactions
- Customer Feedback Analysis: Analyzed customer feedback to identify areas for improvement, resulting in a 15% increase in positive customer reviews
- Efficiency Improvement:0 Implemented a new workflow for handling customer complaints, reducing resolution time by 20% and improving customer satisfaction
- Service Excellence: Consistently recognized as a top performer in customer service, receiving multiple commendations from both clients and management
Education
Bachelor of Commerce - Commerce
Kanpur University
Kanpur, India10.2020
Intermediate - Science
N.L.K Inter College
Kanpur, India04.2017
Skills
- Advanced excel
- Business Development
- CRM
- Data Visualization
- Microsoft Office
- Powerpoint
- Product Knowledge
- Quality Assurance
- Reporting Tools
- Risk Assessment
- Stakeholder Management
- Statistical Analysis
- Strategic Planning
- Team Leadership
Accomplishments
- Resolved product issue by sharing process insight.
- Achieved 10+ Hall of fame last year by giving more than 95% productivity with accuracy and efficiency.
- Collaborated with team of CNO, PNO, MD Escalation desk to reduce customer's escalation.
- Documented and resolve different product issues which led to lesser customer escalation.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 6 staff members.
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Timeline
Assistant Manager
Axis Bank
02.2023 - Current
Executive
IDFC First Bank
10.2021 - 12.2022
Bachelor of Commerce - Commerce
Kanpur University
Intermediate - Science
N.L.K Inter College
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