Sales Customer Service

NATASHA GUPTA

Canadian Permanent Resident Valid SIN (legally allowed to work in Canada)

Mobile : +1-416-***-****

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

Summary

Polished & Persuasive sales professional with over 10 years’ experience in Client Relationship & Team Management

Excellent academic performance and Wealth Management specialization in MBA (Finance)

Extends diverse and cross functional knowledge in branch retail banking, corporate and commercial lending, credit review & processing, financial analysis, documentation, marketing, compliance with legal guidelines and policies.

Global experience with understanding of key challenges, opportunities & risks faced by EMEA and South Asian markets.

Recognized for consistently out-performing sales targets, through a combination of smart thinking and hard work with results oriented success in crisis situations & fast-paced environments.

Experienced in charting-out sales strategies & contributing towards accomplishing multi-folds’ revenue increase

Exemplary communication skills & superior inter-personal relationships with MANCOM of various corporate houses

Collaborative leader, mentor & team builder with ability to foster cohesive teams for excellence & quality service

Professional Experience

DUNIA Finance, Dubai, United Arab Emirates

* Joint venture between Fullerton Financial Holdings (Fully owned subsidiary of Temasek Holdings- Singapore Government), Mubadala (Abu Dhabi Government), Al Moosa Enterprises & Al Waha Capital)

Designation: Financial Center Head/ Branch Manager, Banking / Finance Sep’09 – Jul’17

Team

Management

Built a cross cultural team of 100+ Relationship Officers and 7 Sales Managers

Managed orientation and regular trainings on product and policy changes

Monitored performance by timely & accurate sales reporting, conducted appraisals and counseled under-performing staff

Maintained minimum attrition rate among all the Sales teams and Branches in Dunia (8% p.a.)

Sales

Management

Highest sales contributor with more than 10% total customer acquisition in GCC region

Led teams in a multi-product environment (Auto Loans, Personal Loans, Insurance and Mutual funds (HDFC/ Zurich, Oman), Credit Cards- Platinum/ Diamond/ Gold, Mortgages, Overdrafts, Employer’s Wage protection system, Corporate Labor Guarantees & Corporate fixed deposits)

Executed efficient Alternate Sourcing Models by corporate tie-ups & customized solutions to Raffles International Schools (AED 30 mn), Al Shamali Group, Excel Int, Regent Int School etc.

Maximized profitability from performing customers by cross- sell and referrals of multiple products to >60% of customers acquired

Fulfilled requirements for Walk-in Customers thereby creating a “Wow experience”

Branch Management

Organized and controlled the general operational activities of a branch

Developed and put into practice business plans, policies and procedures for the branch

Kept systematic business audit records and prepared financial statements, budgets and MIS reports

Promoted the institution with local clients and firms in order to generate business for the branch

Provided financial advice about interest rates, and investment and loan products

Ensured branch conforms with all regulatory, legal & ethical requirements & meets company’s standards

Managed branch expense budget

Protected branch’s assets and maintained the quality of lending portfolio

Checked loan and credit applications to make recommendations to the credit processing department.

End to end follow up through acceptance/rejection, and disbursement of credit

Cross

Functional

Credit & Operations – Worked with the operations team to build process efficiencies, reduced TAT and streamlined approval rates

Product Policy & Risk Management – Continuous engagement to help product and policy changes based on customer feedback

Fraud & Compliance – Interfaced with compliance to ensure acquisition strategy is in line with regulations and market practices and highlighted issues to Fraud control team to maintain team integrity

Administration – Ensured latest version stationery, templates and forms are available in branch, general housekeeping, maintenance, security and other standard branch needs are timely met

Marketing – Assisted in promoting new products and policy changes to build better brand image

Collections – Helped manage delinquencies through payments from delinquent customers sourced

Customer Service -Handled pre-and post-loan disbursal processes and resolved customer queries, complaints, sales and service escalations in a 24-hour window

Human Resources: Recruited candidates at RM/ SRM level, conducted induction training programs for new recruits and coordinated for visa issues and attendance management for the team.

Achievements

Awarded with certificates for “Dunia Consumer Credit Certification” in 2011

Successfully completed the “Dunia Corporate Credit Certification” in 2012

Consistently ranked among Top 3 out of 40+ Teams in UAE for 8years

Received “Ironclad Membership Award- 2012” for high performance, achieved “Rating 1” in performance appraisal for consecutive 4 years and promoted to Financial Center Head in 2013.

Enhanced team sales productivity by 70% thereby setting a new benchmark within organization

Contributed to top-line and bottom-line of business by keeping tab on branch costs & regularly over-achieving team targets

Managed delinquency rate on unsecured products at 20-30% lower than the portfolio average

DTZ Debenham Tie Leung, Delhi, India

* “Big Four” Global Real Estate Adviser headquartered in London offering real estate solutions to over 150 cities in 43 countries worldwide

Designation: Senior Associate – Property Services Feb’06 – May ‘08

Key

Responsibilities

Represented high profile corporate occupiers to offer end to end solution for commercial property acquisition

Detailed process streamlining including pitch presentations, need analysis, soliciting proposals, conducting site-inspections, valuation/ quantitative analysis, lease reviews, negotiations and documentation

Assisted with scenario generation (lease v/s buy), business case formation (timelines and budgetary allocations), financial modeling (cash-flow, comparative, feasibility, profitability analysis) and deal structuring (commercial terms)

Achievements

Consistently overachieved revenue targets from clients (Home Depot, Juniper Networks, and Google etc); coordinated with the US based headquarters to meet international standards on space.

Elected to represent DTZ for the new office set-up in Mumbai and Pune; helped establish key position across Northern and Western India through strong relationship management – enabled customized solutions for anchor clients like NIIT and ICFAI

Academic Qualifications

Masters of Business Administration

(Finance- Wealth Management)

SP Jain Center of Management (Dubai/Singapore)

2009

Dean’s list

Bachelor of Business Studies

College of Business Studies, Delhi

2005

Topper

Secondary Education

Convent of Jesus & Mary, Delhi

2002

First Distinction

Others

Academics

Consistently ranked in the top 10 percentiles during graduation and post-graduation.

Conferred RS Kalra scholarship for academic excellence and extra-curricular prowess

Multiple Languages

English (IELTS score 8)

French (Certificate of Merit- Diploma holder)

Hindi/ Urdu/ Punjabi (Mother tongue)

Mobility

Valid G Driver’s License

Certifications

IFIC certified for Mutual Funds/ Investment Representative (MFR license), CSI on Mar’2017

Completed the NCFM Capital Market and Derivatives Modules from National Stock Exchange, India

IT/ Technical Aptitude

PC software packages- CRM, LMS etc. Proficient at Microsoft Word, Excel, and e-mail applications

Report writing/ MIS and strong Financial Analysis skills

Social Services

Involved with activities of Ujala, an NGO providing Food, Shelter & Education to poor children

Organized/participated in Blood Donation- College of Business Studies’2005 and Dunia Finance’2016

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