SRIJEETA SARKAR
Customer Service Manager
Kolkata
Summary
Experienced customer service manager with a proven track record in the banking and finance industry. Proficient in resolving customer queries, handling email response systems, managing public relations, and effectively cross-selling retail products. Adept at overseeing operations and ensuring smooth functioning. Holds a Bachelor of Science degree with a focus on mathematics, providing a strong foundation for analytical thinking and problem-solving.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Customer Service Manager
AXIS BANK LTD
01.2023 - Current
- Joined as a customer service manager for the retail asset department
- Within one year, assisted more than 2500 customers' (interstate, pan india and NRI) with proper solutions
- Spearheaded the establishment of a centralized customer query resolution system, handling non-walk-in customer inquiries from all regions in India, resulting in a 30% increase in query resolution efficiency
- Implemented a streamlined email response system for pan-India customer queries, resulting in a 40% reduction in response time and a 25% increase in customer satisfaction ratings nationwide
- Communicate with people from pan india(NRI/ Non NRI) and understand their demands while promoting the bank's core values
- Maintain public relations and cross-selling retail products
- Prepare and examine every month discrepancy data to lower organization's internal damages as well as to escalate customer success ratio.
Corporate Salary Service Officer
HDFC BANK LTD
04.2022 - 12.2022
- Joined as a service officer to manage salary accounts for country's large to small corporations
- Opened more than 5000 salary accounts and managed more than 6500 customer base in less than one year of joining
- Conducted regular in-person meetings with corporate partners to facilitate account opening procedures, activate new accounts, and ensure timely salary crediting with a focus on enhancing operational efficiency and customer satisfaction
- Guided customers for any banking related problems while pitching them for retail and liability banking products
- Managed core operational jobs like excel maintenance, company code creation, corporate account mapping, crm etc.
Relationship Officer
QUESS CORP LTD
02.2020 - 03.2022
- Started journey as a relationship officer in the auto loan department and dedicatedly handled customer queries while promoting brand products
- Successfully handled two separate teams of 6 individuals in 2 years
- Interacted with customers as a sales associate and helped to build a strong and sustainable customer portfolio
- Overseeing files and records from login till disbursement
- Managed team orientation and customer database.
Education
Bachelor of Science in Mathematics with Honors; Major in Mathematics -
UNIVERSITY OF CALCUTTA
West Bengal, India 01.2016 - 01.2019
Pure science courses with Mathematics, Physics, Chemistry & Biology -
WEST BENGAL COUNCIL OF HIGHER SECONDARY EDUCATION(WBCHSE)
West Bengal, India 01.2013 - 01.2015
Skills
Product and service solutions
Complaint resolution
Customer Relationship Management (CRM)
Problem-Solving
Time Management
Team Building and Leadership
Relationship Building
Technicalskills
MS Office, MS Word, MS Powerpoint, Advance Excel, SQL
Certification
Certification course of Information Technology from West Bengal Youth Computer Training Centre
Languages
Fluent in English, Hindi & Bengali
Interests
Curious about new places, people and all those adventures life offers to bring the best of it
Accomplishments
- Won UPPER EDGE award in 2024 for cross-selling in east zone.
Timeline
Customer Service Manager
AXIS BANK LTD
01.2023 - Current
Corporate Salary Service Officer
HDFC BANK LTD
04.2022 - 12.2022
Relationship Officer
QUESS CORP LTD
02.2020 - 03.2022
Bachelor of Science in Mathematics with Honors; Major in Mathematics -
UNIVERSITY OF CALCUTTA
01.2016 - 01.2019
Pure science courses with Mathematics, Physics, Chemistry & Biology -
WEST BENGAL COUNCIL OF HIGHER SECONDARY EDUCATION(WBCHSE)
01.2013 - 01.2015
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