Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Software
Certification
Interests
Timeline
AssistantManager
Swati Upadhyay

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
05.2024 - 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
11.2023 - 03.2024
  • 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
06.2021 - 11.2022
  • 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
01.2020 - 12.2021
  • 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
04.2001 -

Bachelor of Science - BCA

CCS University Meerut
Mawana Meerut
06.2018

Skills

Customer Relationship Management

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

Oracle FLEXCUBE

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

10-2025

GENERATIVE AI FOR EVERYONE

10-2025

GEN-AI FOR BEGINNERS

10-2025

FINANCE FOR MANAGERS

10-2025

INVESTMENT BANKING

09-2025

NISM/EUIN

08-2025

KYC & AML COMPLIANCE

08-2025

DIGITAL BANKING

08-2025

ACCOUNT FREEZE INQUIRY

07-2025

MULE ACCOUNTS/NCRP COMPLAINTS

07-2025

CORPORATE INTERNET BANKING

05-2025

STATUTORY ORDERS AND NOTICES

03-2025

Assistant Manager

Axis Bank Ltd
05.2024 - Current

Assistant Manager

Bandhan Bank Ltd
11.2023 - 03.2024

Assistant Manager

HDFC Bank Ltd
06.2021 - 11.2022

Administrative Coordinator

Manufacturing Industry
01.2020 - 12.2021

Master of Science - MCA

Meerut Institute of Engineering And Technology
04.2001 -

Bachelor of Science - BCA

CCS University Meerut

Similar Profiles

CREATE PROFILE
Swati UpadhyayAssistant Manager