SHWETA GAUTAM
Overview
11
11
years of professional experience
Work History
Deputy Manager (Branch Operations and Front Desk Officer
Axis Bank Limited
, Punjab
02.2020 - 10.2020
- Developed and implemented policies, procedures and process to improve retention rates of customer and increase customer service scores
- Managing customer centric operations, forwarding customer instructions to the concerned department & ensuring customer satisfaction by achieving delivery & service quality norms
- Maintaining healthy & cordial relationships with the institutional/ corporate clients for expanding business & resolving the queries & complaints for high customer satisfaction
- Daily monitoring the escalated mails querying the reasons for escalations and ensuring that timely and correct resolutions are sent to customers
- Oversaw ATM balances, managed to refilled cash as needed, and ensured the system was in good working order
- Ensures that department activities are compliant with audit and risk management policies and regulations
- Manages and prepare responses to audit findings, and other regulatory information requests in a timely and comprehensive manner.
Deputy Manager (Operations Manager
Axis Bank Limited
, Punjab
08.2016 - 02.2020
- Ensuring that the complete authenticity and accuracy while recording the transactions, expenses, vouchers, etc
- As per the compliance
- Maintaining branch records & controlling the branch operations reviewing, tracking, monitoring the records and ensuring resolution of the compliant in accordance with the rules, processes & guidelines of and statutory requirements
- Assisting in development and rollout of risk assessment frameworks and processes and streamlining & enhancing the systems to achieve maximum efficiency in various operations
- Delegated responsibilities to employees with clear, concise instructions, resulting in efficient branch operations
- Handled complex customer transactions, problems, or inquiries
- Ensured that the audit/compliance procedures of the branch were followed.
Deputy Manager (Customer Relationship Manager
Axis Bank Limited
Amritsar, Punjab
04.2014 - 08.2016
- Delivering cost-effective, quality service in order to retain customers and facilitating the HO functions that require implementation of initiatives at the branch level
- Handling operational part of the process involving decision making and nurturing leadership quality
- Preparing documents as per the requirements & maintaining confidential work reports/legal documents
- Processing all Forex Related transactions & handling queries
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Process all client transactions, including withdrawals, deposits, transfers, and loan payments
- Respond to clients' questions and concerns related to their accounts and bank products
- Established and maintained relationships while providing assistance to individuals and corporates.
Assistant Manager (Front Desk Officer
Axis Bank Limited
Lucknow, Punjab
04.2014 - 08.2016
- Assisted customers in opening and closing their account, checking the status and gave them appropriate solutions if they are facing any issues with their accounts
- Demonstrated a genuine client-centric service culture that ensured customer satisfaction levels were elevated and maintained
- Kept current on banking policies and procedures including storage of various banking items, hosted weekly meetings and ensured audit details were understood and adhered
- Responded to client inquiries while identifying critical transactional issues or discrepancies to provide viable solutions leading to maximized customer satisfaction and valued feedback
- Expanded customer base by utilizing in-depth knowledge of retail services and bank products
- Accountable for day to day operations, and risk management of banking transactions
- Was responsible for growing revenue though loans, deposits, investments and other banking products.
Marketing TRAINEE
Indian Oil Corporation Limited
05.2009 - 07.2010
- A Study of Customer Satisfaction at retail outlets of Indian Oil Corporation
- Appreciation for work and finishing work within time constraint
- Gained a better knowledge of interacting with customers
- Examined the use and effectiveness of e-applications in the corporate world.
Teller, Assistant Manager
Swaroop Nagar
Kanpur
- Planning and executing the audit, which includes understanding the business, risk assessment, testing of controls and substantive testing
- Preparing, examining and analyzing accounting records, financial statements, or other financial reports to assess accuracy, completeness and conformance to accounting standards
- Audit of complex business areas such as revenue, cost of goods sold, along with other areas of balance sheet and statement of profit and loss
- Processing all client transactions including withdrawals, deposits, transfers and loan payments
- Accurately record each transaction to ensure all documentation and paperwork is in compliance
- Ensuring that the complete authenticity and accuracy while recording the transactions, expenses, vouchers as per the compliance
- Ensured cash drawer was balanced and all supporting documentation was in line with cash receipts and client transactions.
Education
MBA - Marketing and HR
Amity University
2011
B.B.A - undefined
LUMBA (University of Lucknow
2009
Matriculation - undefined
CBSE
2005
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CBSE Board
2003
Skills
- IT Proficiencies:
- Microsoft Office packages including Word, Excel, PowerPoint, Finacle Banking Software
- Key Competencies: Decision Making, Teamwork, Customer Service, Conflict resolution, Time-Management
- Hobbies: Swimming, Crafts, Gardening
Timeline
Deputy Manager (Branch Operations and Front Desk Officer
Axis Bank Limited
02.2020 - 10.2020
Deputy Manager (Operations Manager
Axis Bank Limited
08.2016 - 02.2020
Deputy Manager (Customer Relationship Manager
Axis Bank Limited
04.2014 - 08.2016
Assistant Manager (Front Desk Officer
Axis Bank Limited
04.2014 - 08.2016
Marketing TRAINEE
Indian Oil Corporation Limited
05.2009 - 07.2010
Teller, Assistant Manager
Swaroop Nagar
MBA - Marketing and HR
Amity University
B.B.A - undefined
LUMBA (University of Lucknow
Matriculation - undefined
CBSE
undefined
CBSE Board