Customer Service Manager
Resume:
CURRICULUM VITAE
PriyaVijaysagar.M Mobile: : +91-998*******/934*******
Site No50,” Sreekamalam” E-Mail: *****.**********@*****.***
Behind Ayyappa School.
Jalahalli
Bangalore-57. India.
CAREER OBJECTIVE
To acquire working knowledge of latest developments by working with qualified professionals and utilize the proficiency acquired for the growth of the Organization.
PERSONAL ATTRIBUTES
A highly motivated person capable of taking initiative and the ability to mould to the changing environment, coupled with sincerity and good communication skill, with over eight years of experience.
WORK EXPERIENCE
Organization: JP Morgan Chase & Co
Designation: Team Leader - Document Processing Supervisor
Duration :- Jun '14 – March 15
Key Responsibilities
Document lifecycle management (e.g. Validation, capture, storage and retention management) for in-scope documents.
Coordinating, reviewing, and extracting terms from finalized client-facing agreements and documents.
Recording and distributing information electronically to support credit, securities lending, derivative trading, management reporting, and the exposure and limits monitoring for the firm.
Providing crisis management support to Legal, Compliance, and Front Office in the event of client default, or country/industry business disruptions.
Manage documentation aspects of Client on boarding including documentation review and quality control.
Support the execution of automated workflow which includes scanning and indexing of client on-boarding documentation.
Work closely with business partners and other team members across regions to maximize effectiveness of documentation management-related initiatives.
Work closely with managers to provide feedback to continuously improve document management technology and workflow.
Provide administration support, tracking and reporting as required.
Perform due diligence process and control-related activities.
Organization: Axis Bank Limited
Designation: Manager Operations: Duration :- Sep '10 – Jan 13
Responsibilities and Achievements
Good understanding 0f Core Banking Domain and overview of various channels.
Responsible for RTGS and NEFT transactions in the branch.
Responsible for the complete clearing activities at the Branch.Inward and Outward clearing.
Monitoring of all the Office accounts of the Branch.
Weekly reporting to the Branch head about the clearance of the Office Accounts.
Interacted with different departments to ensure that the customer’s issues are solved with less TAT.
Rendered Personalized services to Wealth and Priority Customers.
Helped in improving the CASA levels of the Branch by repeated interactions with high profile clients.
Helped in increasing the fee income of the Branch by selling third party Products.
Helped in achieving good audit rating to the Branch.
Handled a team of 4 and ensured that proper feedback is given on time to improve on their productivity.
Organization: ICICI Bank Limited
Designation: Branch Operations Manager: Duration: Jan' 08 – Jan'10
Responsibilities and achievements
Handled total operations of Perambra branch as Branch Operations Manager from Feb' 08 till Aug' 09.
Handled total operations of Pattambi branch as Branch Operations Manager from Sep' 09 till Jan' 10.
Implementing policies/procedures for the all round development of banks as well as reducing overall costs to the bank through various means.
Handled front-end operations for savings, current & fixed deposits, involved in cash management for branch as well as ATMs as well as extending priority banking services.
Handled Audit, Customer Complaints & Queries along with monitoring a team of 4.
Maintain a focal ‘one point of contact’ to Legal Corporate Clients and ensure superior customer service and customer friendly approach to meeting their needs and resolving their queries.
Maintain and deepen relationships with the existing large Corporate Customers as well as building new relationships.
Organization: ICICI Bank Limited
Designation: Customer Service Manager :Duration: April `04 – Dec'07
Handling escalations.
Handled the escalated calls from the customers forwarded by Customer Service Representatives
Following with back-end departments and providing end to end solution to customers for escalated cases.
Preparing MIS and giving feedbacks to the Customer Service representatives on their calls and requests.
Organization:Country Vacations
Designation: Inbound Sales Consultant :Duration: Sep `03– April' 04
Breifing the couples about Holiday concept & conviencing them for the membership.
Following up with customers for collection of membership fee.
NOTEWORTHY CONTRIBUTIONS AND ACHIEVEMENTS.
Attained a performance rating of 3 out of 5 during Fiscal year 2010-2011, 2 out of 5 during Fiscal year 2008-2009.
Trained nearly 10 new recruits on new products, process, customer service & selling.
Achieved 91% in audit in Banking Operations conducted by external auditors for 2008-2009.
Became a graduate in the Branch Leadership Programme conducted during January 08 in ICICI Bank Limited.
Got Service Excellence Award in the year 2009 for excellent service in resolving customer complaints.
Attained in depth knowledge of various softwares like Finacle,Siebel,CRM etc.
Won mixed doubles TT championship conducted in JP Morgan Chase Limited.
EDUCATIONAL QUALIFICATION
Educational Qualification
University/Board
Institution
Year
Percentage of Marks.
Bachelor of commerce (B com)
Calicut University.
Unity Women’s College
2000-2003
75%
Intermediate
Osmania University.
Noble Junior College
1998-2000
76%
S.S.L.C
Secondary School Leaving Certificate.
Swami Vivekananda Centenary High School.
1997-1998
75%
TECHNICAL KNOWLEDGE
MS-Word, Finacle,FCRM,CRM,Siebel,Dox
MS-Excel, and LIQ.
Power Point,
STRENGHT AND SKILL SETS.
Strong interest in continuous learning and adapting
Excellent understanding of the dynamics of the business
Demonstrated superior communication skills in dealing with clients, colleagues
Outstanding organizational skills and proven ability to work independently on multiple task in parallel
Object oriented working with leadership charisma
Dynamic team player, self-motivated and sense of responsibility
Determined, enthusiastic and highly inquisitive
Excellent skills in communication and collaboration
Creative and resourceful
Ability to adapt changes
Strong customer focus
Excellent cross- cultural communication skills
PERSONAL INFORMATION
Name
Priya Vijaysagar
Sex
Female
Date of Birth
12TH August 1981
Marital Status
Married
Nationality
INDIAN
Language
English, Kannada,Telugu, Hindi, Malayalam,Tamil.
Phone Number
Hobbies
Listening music, Playing Table Tennis
Net Surfing & Chatting.
PASSPORT INFORMATION
Passport Number
H5547694
Issued on
5th August 2009
Expires on
4th August 2019
Issued at
Malappuram
DECLARATION
I hereby declare that the information given above is true to the best of my knowledge.
Place: Bangalore Your’s sincerely,
Date:
(PriyaVijay Sagar)
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