NEHA BHARDWAZ

Address: D-***, lake gardens, Kolkata -700045 / Permanent: Krishna Arjun

Bhawan, Lallu Pokher, Munger-811201(Bihar)

Contact: +91-933*******; Email: aca9hy@r.postjobfree.com; Date of Birth:

11th May, 1986

[pic]

OBJECTIVE

. To work in a conductive learning environment where my knowledge can be

shared and enriched. My skills make positive contribution to the

organization and also to my personality.

. Seeking Assignments in Financial sector / Banking /NBFC/ Cash Handling /

reconciliation / Back office Service / Team Management with

Reputed Industry.

[pic]

SUMMARY OF SKILLS

. Over 1 Year 8 months of experience in Banking Operations, Customer

Service, Relationship Management, Cash Operations and Team Management.

Computer Skills

. Proficient in Ms Office & banking software "Finware/flexcube/Host"

SAS, SPSS etc.

[pic]

PROFESSIONAL EXPERIENCE

HDFC Bank Ltd.,

1st March'11

to 26th October, 2012

Assistant Manager - Branch Banking

Kolkata

Key Result Areas:

Operations Management

. Leading the team, executing responsibilities like planning targets,

monitoring numbers and achievement of overall targets on a daily,

weekly & monthly basis in adherence to the pre-set standards.

. Ensuring delivery of key performance targets like Customer

Satisfaction, Average Handle Time, Resolution Rate and Quality

Compliance & ensuring smooth functioning of counter activities at

branch.

. Preparing reports to monitor the performance & efficiency of team

members, ensuring compliance with pre-set quality parameters &

maintaining transparency in communication with team members.

Customer Service

. Initiating and sustaining efforts for improving customer satisfaction

through regular relationship calls & providing regular updates to the

customers regarding the process/ completion of assigned tasks.

. Providing effective resolution to customer queries and improving

relationships with the customer by anticipating customer future

requirements, thereby ensuring a positive customer experience.

. Addressing all escalations and resolving them within the specified

Turnaround Time (TAT), capturing the Voice of Customer (VOC) for

managing & measuring the CTQ (Critical to Quality) factors.

Cash Operations:

. Receiving variety of payments and other cash and cash-related

transactions from all related members on daily basis.

. Preparing daily cash bags for cashiers; maintain and balance vault

cash and daily cashier charge activity.

. Arranging cash receipts for bank deposit; preparing daily cash reports

and balance the cash drawer; reconciling cash, check, credit card

receipts daily, investigating and resolving any out-of-balance

problems.

Clearing Operations:

. Managed the entire clearing process of the branch.

Quality Management

. Maintaining a high-quality customer experience, elevating customer

satisfaction, while adhering to the SLAs and work processes.

. Keeping TAT commitments, handling escalations and monitoring quality

standards of the team through constant monitoring and providing

feedback.

Team Management

. Providing floor support to new hires during their OJT (On Job

Training) within the process to build process knowledge, reduce TAT

and also achieve team/ individual goals.

. Developing need based training modules for developing multi skilled

work force for cross utilization within sub processes for optimum

efficiency and mentoring the new team members to come up the learning

curve.

Key Highlights:

. Maintained excellent relations with existing customers & prepared

daily reports, ensured compliance and resolution of customer query &

complaints.

. Successfully attained sales & cross selling targets and convinced

customers to maintain A Float.

. Skillfully verified other vouchers above 50k transactions, handled

cash teller counter and managed entire cash activities of branch.

. Handled cash remittances of branch, clearing & CMS.

. Tactfully resolved several compliance and audit related issues.

. Ensured quality & timely client servicing.

. Prepared & maintained various branch documents and files.

[pic]

EDUCATIONAL CREDENTIALS

. MBA in Marketing/Finance from EIILM Kolkata with 69.40%

2011

. B.Com. From TMB University, Bhagalpur with 63%

2006

. I.COM from BIECB Patna, with 65%

2003

. 10th from S.V.M, CBSE Board with 69%

2001

[pic]

Internship Projects

Sep-October 2010

Tata Steel

Kolkata

Project name: - Identify Market Segment & Consumer to make up For

Unforeseen Factor Affecting Annual Business Plan: - With the Objective of

identify the possible reason that led to discontinuity of trade by the

major customers with Tata steel.

[pic]

Extra Curricular Accolades

. Short term training on Customer Service Excellence Programme conducted

by HDFC BANK.

[pic]

Hobbies: Reading, Writing, Listening Music

Language: Hindi (Native), English

References: Available on Request

[pic]

Date: 26/11/2013

Place: Kolkata

(NEHA BHARDWAZ)

[pic][pic]

Contact this candidate