Swathi B R
Chennai
Summary
Results-oriented Assistant Manager with extensive experience in client support and team leadership. Skilled in managing client relationships, resolving escalations, and ensuring compliance during banking transitions. Delivers effective communication and meticulous documentation while driving operational efficiency and customer satisfaction. Committed to fostering team development and continuous improvement to enhance overall business performance.
Overview
1
1
Language
12
12
years of professional experience
Work History
ASSISTANT MANGER (OPERATIONS)
AXIS BANK PVT LTD
Chennai
03.2023 - 08.2026
- Prioritised experience was gained during the complete flow of a successful Transition from CITI to AXIS.
- Secured client consent and approvals prior to the transition.
- Segmented client sectors into two waves to optimise experience during transition.
- Retained clients banking with CITI for over 30 years by delivering exceptional care, building trust, and recommending alternative premium products introduced by AXIS BANK.
- Provided end-to-end client support during migration process.
- Post migration we ensure to provide the same level of Client experience that was provided by CITI.
- Assisting clients with batch wise process of RECARDING exclusively to CITI migrated clients
- Defined essential roles to facilitate team coordination.
ASSISTANT MANGER (OPERATIONS)
CITI BANK
02.2022 - 02.2023
- Handling clients complaints and escalations
- Implemented effective problem-solving methods during client interactions
- Facilitated credit limit adjustments based on client needs, contributing to personalised banking experiences.
- Assisted clients with Loan offers on the credit cards
- Assisting clients with their bank statements, account information, credit card features, balance enquires and other quires pertaining to their accounts.
- Followed checklist to ensure clients understood bank policies, processes, and terms and conditions, promoting compliance and informed decision-making.
- Defined key roles and responsibilities for successful task execution
MCAFEE SALES & RETENTION
SUTHERLAND
11.2018 - 01.2022
- Resolved customer queries to enhance satisfaction and retention
- Explained product features and benefits to facilitate informed decisions
- Provided subscription information to ensure clarity and customer understanding
- Education and guiding customer's about the installation of the product
- Maintaining timely documents of all conversation with the customer with our internal database
- Clarified duties and expectations for each position.
INDIGO : PROCESS ASSOCIATE
INTERGLOBE TECHNOLOGIES
01.2017 - 02.2018
- Provided prompt assistance to special needs passengers, enhancing their travel experience
- Educated passengers on travel documents and boarding processes, facilitating smooth boarding
- Updated passenger manifest to ensure accurate and timely flight preparations
- Assisted with ticket cancellations and rescheduling
- Defined scope of job functions and tasks
INTERNATIONAL VOICE : BEACHBODY
TATA BUSINESS SERVICE SUPPORT
03.2014 - 07.2016
- Resolved customer queries and account management issues, ensuring customer satisfaction
- Developed strong rapport with customers to enhance service experience
- Processed refunds for faulty DVDs, maintaining customer trust and loyalty
- Documented customer interactions in internal database
- Outlined key responsibilities in role
Education
SSLC -
KARNATAKA STATE BOARD
Bengaluru, KA12th -
KARNATAKA STATE BOARD
Bengaluru, KABCA -
MYSORE UNIVERSITY
Bengaluru, KASkills
- Transition management
- Client onboarding processes
- Account management
- Credit management
- Complaint resolution
- Relationship management
- Operational efficiency
- Policy adherence
- Compliance processes
- Risk assessment
- Monitoring performance
- Database management
- Project Management
- Data entry accuracy
- Department oversight
- Staff scheduling
- Data entry accuracy
- Exceptional service
- Relationship building
- Excellent communication
- Negotiation
- Adaptive problem solving
- Improvement techniques
- Team leadership
- Leadership proficiency
- Staff mentoring
- Prioritisation skills
- Operations knowledge
- Supervisory expertise
- Case review
- Profit and Loss Analysis
- Office applications
- Team leadership
- Account management
- Client onboarding processes
- Department oversight
Key Skills
Known languages : English, Kannada, Telugu, Tamil and Hindi - All languages fluently to Read, Write & Speak
Timeline
ASSISTANT MANGER (OPERATIONS)
AXIS BANK PVT LTD
03.2023 - 08.2026
ASSISTANT MANGER (OPERATIONS)
CITI BANK
02.2022 - 02.2023
MCAFEE SALES & RETENTION
SUTHERLAND
11.2018 - 01.2022
INDIGO : PROCESS ASSOCIATE
INTERGLOBE TECHNOLOGIES
01.2017 - 02.2018
INTERNATIONAL VOICE : BEACHBODY
TATA BUSINESS SERVICE SUPPORT
03.2014 - 07.2016
SSLC -
KARNATAKA STATE BOARD
12th -
KARNATAKA STATE BOARD
BCA -
MYSORE UNIVERSITY