Learning about current events
Sumit Jha
Phone banking officer
Virar
Summary
Experienced as a Phone Banking Officer at CITI(Axis) (Teleperformance), enhancing first-call resolution . Expert in technical support and interpersonal communication, significantly improved customer satisfaction. Recognized for outstanding performance, adept in software development and project management, demonstrated at Cpsfo through impactful CSR initiatives. Strong expertise in account management, fraud detection, and cross-selling banking services, contributing to customer satisfaction and revenue growth.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work History
Phone Banking Officer
CITI (Axis) Bank ,(Teleperformance)
03.2024 - Current
- Handle inbound and outbound calls daily, assisting customers with account inquiries, transactions, and resolving complaints.
- Process credit card complaints, VDN rate, and loan requests over the phone, maintaining a 92% accuracy rate.
- Cross-sell relevant banking products, increasing sales by pitching.
About loan products. Recognized by gift hampers twice for outstanding performance and customer service.
Improved first-call resolution through active listening and offering personalized solutions.
- Provided seamless support during system migrations, assisting customers with navigating new platforms without major disruptions to their accounts or services.
Team Leader - Project Management at Ngo
Cpsfo
04.2022 - 03.2024
work on field as a team leader and organized events with the team.
volunteered on different programs . Planning and executing CSR intiatives , Partenering with corporate sponsors , Community outreach and engagement , Project management and reporting .
Education
Bachelor of Computer Science - Software And Programming Languages
Viva College
Virar, Mumbai 06.2019 - 05.2022
Computer Science - Statistics, Algorithms, Hardware ,data Structures
Thakur College of Science And Commerce
Kandivali , Mumbai 06.2017 - 04.2019
Skills
Advanced excel
CRM Software
Microsoft Office
Problem-solving abilities
Product Knowledge
Client Retention
Effective Communication
Interests
Learning about fitness
Swimming
Volunteering or community service
Reading(Self development and philosphy)
Traveling
Timeline
Phone Banking Officer
CITI (Axis) Bank ,(Teleperformance)
03.2024 - Current
Team Leader - Project Management at Ngo
Cpsfo
04.2022 - 03.2024
Bachelor of Computer Science - Software And Programming Languages
Viva College
06.2019 - 05.2022
Computer Science - Statistics, Algorithms, Hardware ,data Structures
Thakur College of Science And Commerce
06.2017 - 04.2019
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