Oracle FLEXCUBE
Swati Upadhyay
Assistant Manager
Gurugram
Summary
CRM professional with strong background in customer relationship management, ready to drive impactful results. Proven track record in optimizing customer interactions and implementing efficient CRM solutions. Dedicated Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care.
Overview
6
6
years of professional experience
12
12
Certifications
2
2
Languages
Work History
Assistant Manager
Axis Bank Ltd
2024.05 - Current
- Streamlined daily operations by overseeing transaction processing, resulting in improved accuracy and reduced processing times.
- Enhanced customer service quality by training new staff on banking procedures and compliance protocols, fostering team efficiency.
- Managed customer inquiries and complaints effectively, promoting a culture of service excellence, and timely resolution.
- Conducted cash and key audits for controls and compliance.
- Assisted clients with issues or requests, and mentored employees on customer service techniques.
- Analyzed investment opportunities utilizing market research, leading to informed decision-making, and enhanced portfolio performance.
- Conducted thorough KYC reviews to ensure compliance with regulatory standards, enhancing the integrity of customer onboarding processes.
- Analyzed customer data to identify potential AML risks, contributing to the mitigation of financial crime and fraud.
- Managed over 100 customer calls per day. Or, "Increased sales by 25%."
Assistant Manager
Bandhan Bank Ltd
2023.11 - 2024.03
- Supervised day-to-day operations to meet performance, quality, and service expectations.
- Supported daily banking operations by processing customer transactions accurately, enhancing overall service reliability, and efficiency.
- Assisted in maintaining compliance with banking regulations, ensuring adherence to policies, and minimizing operational risks.
- Managed over 50 customer calls per day. Or, "Increased sales by 20%."
Assistant Manager
HDFC Bank Ltd
2021.06 - 2022.11
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong interpersonal skills by interacting with diverse clients, reinforcing communication, and relationship-building capabilities.
- Provided administrative support by organizing documentation and reports, facilitating smooth operations, and information accessibility.
- Engaged in training sessions to understand financial products, ensuring accurate product knowledge and effective client interactions.
- Managed over 50 customer calls per day. Or, "Increased sales by 10%."
Administrative Coordinator
Manufacturing Industry
2020.01 - 2021.12
- Managed over 50 customer calls per day.' Or, "Increased sales by 10%."
- Enhanced customer service quality by training new staff on banking procedures and compliance protocols, fostering team efficiency.
- Developed and implemented process improvements for account management, leading to increased customer satisfaction and retention.
- Conducted regular audits of transaction records, ensuring adherence to compliance standards, and reducing discrepancies.
- Assisted in managing inventory levels by tracking supplies and placing orders, maintaining optimal stock for manufacturing processes.
- Developed and maintained filing systems to enhance document retrieval and organization, streamlining access to critical information.
- Supported the onboarding of new staff by preparing training materials and conducting orientation sessions, fostering a cohesive work environment.
Education
Master of Science - MCA
Meerut Institute of Engineering And Technology
Meerut UP 2001.04 -
Bachelor of Science - BCA
CCS University Meerut
Mawana Meerut06.2018
Skills
Customer Relationship Management
Banking Operations
Investment Products
Money Mule & Freeze Accounts
KYC & AML compliance
Financial Products : Retail Banking, Loans, Investments, Insurance, Mutual Funds
Cash audits
Complaint resolution
Transaction processing
Accomplishments
- Resolved product issue through consumer testing.
- Recognized for maintaining customer satisfaction scores above 95% through proactive service and timely issue resolution.
- Successfully managed high-volume cash and non-cash transactions with zero operational discrepancies.
- Built strong client relationships that led to increased cross-selling of banking products and services.
- Maintained excellent audit ratings by ensuring strict compliance with KYC, AML, and regulatory guidelines.
- Resolved complex technical issues with 98% first-contact resolution, improving overall system uptime and user satisfaction.
- Collaborated with cross-functional teams to test and deploy new modules, resulting in 25% faster process execution for branch sales operations.
- Supported end-to-end implementation of banca sales systems, ensuring seamless integration between banking platforms and CRM tools.
Additional Information
- CRM Platforms: Salesforce, LeadSquared, Finacle CRM, and other banking CRMs
- Banking Systems: Finacle, Flexcube, Core Banking & Digital Platforms
- Productivity Tools: MS Excel (Pivot Tables, VLOOKUP), Power BI, MS PowerPoint, Outlook, and Teams
- Digital Platforms: Internet & Mobile Banking Systems, Payment Gateways
Software
Infosys Finacle
Microsoft Power BI
SIDDHI
AADI
SAKSHAM
CRM
Certification
GOOGLE DATA ANALYST
Interests
Customer Relationship Management (CRM)
BRD & UAT Tools in IT
Banking Operations & Sales
Finance & Investment Associate
Portfolio Management
Timeline
GOOGLE DATA ANALYST
2025-10
GENERATIVE AI FOR EVERYONE
2025-10
GEN-AI FOR BEGINNERS
2025-10
FINANCE FOR MANAGERS
2025-10
INVESTMENT BANKING
2025-09
NISM/EUIN
2025-08
KYC & AML COMPLIANCE
2025-08
DIGITAL BANKING
2025-08
ACCOUNT FREEZE INQUIRY
2025-07
MULE ACCOUNTS/NCRP COMPLAINTS
2025-07
CORPORATE INTERNET BANKING
2025-05
STATUTORY ORDERS AND NOTICES
2025-03
Assistant Manager
Axis Bank Ltd
2024.05 - Current
Assistant Manager
Bandhan Bank Ltd
2023.11 - 2024.03
Assistant Manager
HDFC Bank Ltd
2021.06 - 2022.11
Administrative Coordinator
Manufacturing Industry
2020.01 - 2021.12
Master of Science - MCA
Meerut Institute of Engineering And Technology
2001.04 -
Bachelor of Science - BCA
CCS University Meerut