Customer Service Manager

Heena Keswani

****, ****** ******, **** ****

Phone: 408-***-****

Santa Clara, CA. 95050

Email: *************@*****.***

Career Focus

•Highly motivated Operations professional with 4 years of experience in

Banking and 3 years of experience in

Life Insurance company

•Skilled in Banking and Insurance operations, office administration,

business support and customer service with

a strong ability to multi-task under strict deadlines.

.

Summury of Skills

•Excellent and Accuarate in Retail/ Corporate Banking and Life Insurance

Operations

•Expert in Depository Operations

•Experienced in Trade Finance and Foreign Exchange Operations

•Expert in Office Administration, Business Support and Data Management

•Expert in processing new account opening forms and new business

application processing

•Working knowledge of MS Office- Word, Excel, Power Point, Lotus mail,

Internet, scheduling, spreadsheets and presentation software

•Extensive Customer service Experience

•Detail oriented and works with a high degree of accuracy

•Complex problem solver

•Computer proficient and Easily adaptable to any new

system/software/applications

•Highly organized,dedicated and Result-driven who is committed to

professionalism

•Ability to multitask, set priorities and meet changing deadlines

•Excellent listener and communicator and good Interpersonal abilities

•Effective Team player who excels at building trusting relationships with

customers and colleagues

•Selfmotivated and able to work under minimal supervision

•Enthusiastic and open to grow and learn with the changing job

requirements

Accomplishments

•In Depository, Accurately processed 200-250 stock instruction slips & 20-

25 account opening forms on daily basis.

•In Clearing, efficiently processed average of 10,000 cheques with the team

on daily basis ensuring manual verification of the cheques.

•Efficiently supervised staff of 8-10 and streamlined their processes and

managed their daily tasks as Assistant Manager in HDFC Bank

•Successfully adhered to banking regulations and audit guidelines.

•Always got high rating T2 by Auditors for following processes perfectly

•Tracked all the G/L and Suspense accounts of branch, tellied them &

reported to Regional Manager on daily basis to

ensure accuracy in branch operations

•Provided excellent customer service in the bank - developed and

maintained good relations with high value

customers and always resolved any customer queries on time to make the

banking experience satisfactory for them.

•As a Business support executive, prepared complex reports and

presentations for the branch GO Meets and new product promotions

•Successfully taken care of branch GO Budget and assisted in planning and

execution of business promotional activities .

•Efficiently handled a high client base in my last job - successfully taken

care of all internal clients who are Sales Managers and Agents

and external clients -who are policy holders and walk in customes of the

branch.

•Awarded as Cultural Ambassador for providing best customer services for

the branch

•Efficiently multi-tasked under high work pressure in my last job

( Insurance ) and received M1G1 rating during performance evaluation

•Successfully maintained all the data of the branch and provided it to

Regional & Zonal Managers whenever needed.

•Efficiently taken care of all General Office administration issues-dealing

with vendors, inventory maintenance, vendor payments on time etc...

•Processed average of 50 agent recruitment forms every month-taken care

of their licensing and contracting.

Total 1600 agent forms processedduring this job

•Managed calenders and appointments for my manager and sales

managers

Professional Experience

Company Name : ESuperbazaar.com ( June

1999 to July 2000 )

Position: Executive Assitant

Location : Surat, Gujarat, India.

I have worked for this private company who came up with the concept of

B2C online shopping.

Job Profile:

•To update the data on the website regularly using ftp and regularly take

necessary back ups

•Handling customer queries on phone and resolving their queries

•To maintain client list, call them and provide information about the website

and thus to promote the online store

•Keep track of customer orders and its processing withing TAT

•To deal with Vendors and take care of their payments

•Maintain and update necessary MIS reports and filing of important

documents and vouchers

•Office administration

Company Name : HDFC Bank Ltd.

( August 2000 to June 2004 )

Position : Assistant Manager

Location: Parle Point-Surat, Gujarat, India.

I have worked in this bank for almost 4 years at Surat branch. I was working

there in Transaction Banking Group

and have worked in Depository Clearing, CMS and Trade Finance

departments respectively.

Job Profile:

•In Depository, I was taking care of new demat account openings, resolving

customer issues

and their statement queries in person and on phone, processing of demat

and remat requests,

execution and authorisation of demat instruction slips on time etc etc...

Have worked on DEBOS system in depository department.

•In Clearing and CMS, To take care of inward clearing with team, checking

the validity of inward instruments,

take care of inward and outward return cheques, to send the cheques for

collections, tracking customer account balances

and handling their funding issues before clearing time etc...

Have worked on Finware, UBS, Host etc system softwares in Clearing and

CMS departments.

•In Trade Finance, I have functional knowledge of Foreign Exchange, TC

Discounting, Remittances, Handling of Trade Documents,

after checking the validity of documents - Realisation of Export bills, Import

bill payments, BRC Issuance,

Inland bills, Local bills for collections, Bill Discounting, monitoring of

documentary suspense a/c etc.

•I have also taken care of Fund Transfers, Monitoring of all Suspense & G/L

accounts of branch and its reporting to Branch Manager

and Regional Heads, handling SGL Deals, GSEC and Call Money

Transactions, Authorisations of Funding Sheets

provided by Co operative banks in the CBS System etc..

My last designation in the bank was Assistant Manager.

Company Name : Max New York Life Insurance Co.Ltd.

( March 2005 to October 2007 )

Position: Business Support Executive

Location: Adajan-Surat, Gujarat, India.

I have worked for this company which is the leading giant in all the private

life insurance companies.

My job profile included variety of tasks like..

Job Profile:

•To take care of agent licensing and contracting

•Handling their commission related issues

•To take care of employee joinings and terminations procedures, to perform

initial screening and exit interviews

•To take care of bank account opening of my agents and employees of the

branch

•To help in processing of New business Application forms in absence of

other staff

•To take care of employee mediclaims

•Serve as primary point of contact for and liaison between management,

sales teams, personnel, agents and vendors

•Ensure adherence to documented processes, procedures and controls.

•Discrepancy management to have 100 % accuracy in operational

processing

•To attend all the walk in customers of the branch and to identify their

insurance needs and career needs and service needs

•To Maintain a Lead Register for walk in customers and assign the lead to

appropriate Sales Managers

•Cold calling and prospecting

•Maintain excellent written and oral communication skills,problem resolution

abilities and a high level of confidentiality.

•Responsible for renewal premium collection and maintaining persistency.

•Responsible for Administration of the Sales Office who got promoted as

General office later.

•Liaise with other support units at Head Office (such as Finance, Admin, IT)

•Maintain and regularly update necessary MIS reports and branch data and

to retrieve necessary data whenever needed by MP

•Filing of important documents,vouchers and reports

•Compliance and Audit Management.

•Handling customer queries on phone and resolving their queries

•Assisting my Managing partner in day to day activities like to prepare his

MP2, to manage his calenders

and to schedule his appointments with clients, to book his travel tickets etc

etc..

•To deal with Vendors and take care of office orders and vendor payments

Education

•B.Sc.with special subject Mathematics in the year 1996

Percentage at B.Sc. - 81%

University: South Gujarat University, Surat, Gujarat, India.

•M.Sc.with special subject Mathematics in the year 1998

Percentage at M.Sc. - 78%

University: South Gujarat University, Surat, Gujarat, India.

Certifications

• MCSE (Microsoft Certified System Engineer) + Internet -

completed in the year 1999

Percentage at MCSE - above 80%

•CIC (Certificate In Computing) from Indira Gandhi National

Open University - completed in the year 1999

Percentage at CIC - 84.5 %

I have also done one year computer course from Asset International at

Surat, Gujarat, India.

Contact this candidate