Sweta Bala
Patna City
Summary
Operations and customer service professional with 3.8 years of experience at HDFC Bank, skilled in process management, customer issue resolution, compliance adherence, and cross-functional coordination. Proven ability to streamline workflows, improve customer experience, and support branch operations with accuracy and efficiency. Seeking an Operations Executive / Operations Associate role to leverage analytical, service, and process-improvement skills.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Customer experience executive
HDFC Bank
Patna
03.2022 - Current
- Managed frontline branch operations ensuring smooth customer flow and adherence to service standards.
- Handled customer onboarding processes including account opening, KYC verification, documentation accuracy, and regulatory compliance.
- Addressed and resolved customer queries related to deposits, withdrawals, passbook updates, fund transfers, digital banking, loans, and other financial services.
- Coordinated with backend operations, credit, and service teams to resolve escalations and fulfill customer requests.
- Processed service requests such as cheque books, debit cards, account modifications, and transaction-related issues.
- Ensured compliance with RBI guidelines, internal policies, and branch audit requirements.
- Assisted in cross-selling relevant banking products to enhance customer satisfaction and branch productivity.
- Prepared MIS reports and maintained records to support operational transparency and audit readiness.
- Contributed to reducing customer wait-time and improving overall branch service scores.
- Resolved customer complaints using effective communication and problem-solving skills.
- Educated customers on banking products and services to enhance understanding.
- Handled cash transactions while ensuring compliance with banking regulations.
- Developed strong customer relationships to encourage repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Gathered customer feedback through surveys and used the data to improve customer service.
Education
Bachelor of Science - Mathematics
R K S College
Rohtas 07.2016 - 12.2019
Skills
- Branch Operations
- Customer Relationship Management
- KYC & Compliance
- Process Improvement
- Cash & Transaction Management
- Issue Resolution
- Cross-Functional Coordination
- Data Entry & Reporting
- Product Knowledge (Accounts, Loans, Cards, Insurance)
- Communication & Interpersonal Skills
Accomplishments
- Got excellent service award.
- Got certificate of appreciation for meeting targets in various products.
Timeline
Customer experience executive
HDFC Bank
03.2022 - Current
Bachelor of Science - Mathematics
R K S College
07.2016 - 12.2019