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Customer Service Executive

Thane, Maharashtra, India
January 25, 2018

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Om Vishwanath Apartment, Room No. 3, Sakharam Nagar Complex, Dombivli (W) 421 202

Mobile: +91 – 887**-*****, Phone: 902-***-**** Email:


Seeking challenging career in Customer Service / Operations in Banking


An adroit professional with good experience in Banking. employed with Axis Bank as a Officer

Proven knowledge on various banking products viz.. Savings A/c, Current A/c, Fixed Deposits, Credit Card and Demat. Strong understanding on guidelines and compliances issued by RBI

Demonstrated ability in managing excellence in process and ensuring adherence to quality, compliance parameters of the process

Adept in developing and ensuring client satisfaction by maintaining excellent Turnaround Time (TAT) in executing their request through mails and calls

Articulate communicator with great sense of interpersonal and people handling skills. Well versed in working with Oracle, Finacle and MS Excel

May 2015 to December 2017 shifted in Pune


KALP CITY PVT. LTD. Mumbai as HR Executive

Since December 2013 to April 2015

Job Profile : HR Generalist and Compliance

Joining formalities

Induction and orientation

Employee engagement activities

Exit interviews

Understanding the requirement from various departments (Recruitment)

Posting the advertisements in various job sites (Naukri / Monster / Times Jobs)

Head hunting and getting candidates from references

Screening and shortlisting the resumes

Coordinating with candidates & technical panel for scheduling the interviews

Taking interviews, arranging their technical test and technical interviews

Preparing offer letter & appointment letter

Organizing walk-ins and schedule interviews

Preparing MIS reports on a daily and weekly basis

HR Compliance ( prepare MIS, update shop act registration done, collect docs, PT calculation, follow ups etc)

AXIS BANK PVT. LTD. ( Mafoi Consultancy ) MUMBAI,

Since May 2011 to September 2013, Officer

Delivering personalized service over the telephone to customers on banking products, accounts, and services enquiries in an effective and efficient manner

Receiving queries from customers through phone banking channels on Savings A/c and Current A/c

Providing information of account details such as A/c balance, New products, Offers to the customers

Addressing and resolving queries, issues, grievances raised by customers. Generating complaint no. through oracle and updating the log using Excel

Handling email support functions and responding to customer queries within the Turn Around Time

Exhibiting professional approach in resolving customers' queries, thereby achieving customer delight and also sustaining positive image

Working closely with department staff members on a regular basis for ensuring smooth execution of all activities


June 2009 – Apr 2011, Process Officer – Back Office Operation

Manned the Corporate Credit process and handled UK customers queries through data and mails. Administered all queries in Rambo system and Oracle

Analyzed data received and other checks in account, Captured all transaction particulars and Updated in excel using Macro

Raised credit in customers account, maintained all general reports in system. Managed Subprocess like Account Balance Cleardown, Retail credit and Anovo report

Participated in process improvement initiatives to ensure smooth flow of transactions in accordance with the policies, procedures and agreed standards

Provided superior guidance and motivation to junior executives and Extended complete support to make them execute their responsibilities


December 2007 – May 2009, Phone Banking Officer

Played a key role in resolving various queries of the customers regarding Current A/c, Savings A/c and Demat A/c, Credit card

Handled requests from customers regarding Credit card and Account transactions, cheque book, statements, cash / cheque deposit, cash dispense in ATM etc.

Managed customers' request on Funds transfer, Fixed Deposit, Internet Banking, Bill payment

Received email queries and responded within the Turn Around Time. Escalated queries to relevant department if necessary

Provided support to team members regarding product, process and systems whenever and wherever required


August 2003 – November 2006, Front Office Executive


MBA in (Banking, Insurance & Investment) 1st class in 2011, Welingkar Institute, Mumbai

Bachelor's Degree in Arts (Economics)

CHM College, Mumbai University

IT Skills

MS Office, Finacle, Oracle


Date of Birth : 6th July 1981

Languages : English, Hindi, Marathi

Sujata Ramakant Dalvi

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