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Customer Service Life Insurance

Mumbai, Maharashtra, India
As offered by the company
March 28, 2019

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Bianca Olinda Luis Caeiro


•To obtain a customer service position with a company that provides an environment conducive to learning and challenges that will aid in career advancement opportunities.

•To Maximise my potential in an environment that provides flexibility to cultivate my skills and knowledge base

Polished, professional customer service representative offering:

•Extensive experience of more than 8 years of demonstrated abilities in Customer Service, Relationship Building and Business Development, with a strong record of achievements of Sales Targets and Customer appreciations.

•An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customers loyalty.

•Efficient in updating knowledge so as to cross sell a bouquet of products and be a top performer.

•Well organized, helpful and disciplined team player with strong communication, analytical and organizational skills and a high sense of urgency in the accomplishment of assigned tasks.

•Hands on experience in using computer especially Microsoft applications and Core Banking Solution called Finacle

Service and Operations Manager at IDBI Bank Ltd

October 2017 – June 2019

Handling a team of 6 operations staff, delegation of work profile and ensuring smooth retail banking operations.

Timely compliance of Audit observations (Internal, concurrent and Statutory).

Strict adherence to regulatory guidelines laid down by the bank & submission of MIS

Investment Advisory: Cross Selling of Mutual Funds, Life Insurance and General Insurance and training the team to convert a lead to sales. Thorough knowledge of investment portfolio management

Lead generation of Current and savings accounts, Retail term deposits, capital gains accounts, Structures retail assets and priority sector lending.

Monitoring overdue interest in overdraft on term deposits.

Recovery of Locker rent on a yearly basis and monitoring inoperative lockers.

Overseeing Security deliverables management and proper register maintenance.

Ensuring physical cash is within Cash Retention Limit and overseeing the upkeep of branch Lobby and ATM

Ensuring proper maintenance of records and registers as per banks guidelines.

Customer Complaint resolution and KYC updation.

Timely renewal of agreements and processing of Vendor payments.

Freezing of dormant & inoperative accounts

Trade Finance Document processing and Forex purchase and sale

Relationship Officer at IDBI Bank Ltd

Jul 2012 – September 2017

Roles and Responsibilities:

•Managed the end to end business development and Customer relationship activities of the branch

•Sourced and managed accounts of high net worth Individual portfolio and corporate relationships.

•Customer sourcing and servicing of financial transaction to existing clients through different means viz calls, video chats, emails, face to face in the branch and onsite location of the customer.

•Worked in coordination with the entire team of the branch to increase the profit of the branch

•Cross selling Mutual Funds, General and Life Insurance, Dmat account opening, PPF, NPS and other Govt schemes.

•Lead generation of Structured Loans, Small and Medium enterprise and Priority sector lending and Analysis of applicant’s financial status to determine feasibility of granting loans

•Interacted with applicants to gather information of loan applications and described the process

•Reporting to regulatory bodies’ transaction related to Anti-Money Laundering and Frauds.

Recruited and trained business development executives for acquisition of new business

Executed special promotional activities and accelerated business

Handled customer complaints and resolved the same to attain customer delight.

To update the team members and customers of the new policies and procedures

Senior Analyst at KPMG Mumbai, India

Jan 2008 – July 2010)

Roles and Responsibilities:

•Forensic Investigation – Client co ordination,

•Presentations made to existing Client and prospective clients for Business development,

•Audit conducted for Normura.

•Co ordination with the team at Pune & Bangalore to ensure progress on cases which are to be completed, on priority

•Master of Management Studies, Marketing Xavier Institute of Management and Research, India – 2012

•Bachelor of Science, Microbiology and Biochemistry St. Xavier’s College/ Mumbai University 2007

•Won second place in Vigilance Awareness essay writing contest at IDBI Bank Ltd (2018)

•Won Second place in poster designing contest for Information Security Awareness (2017)

•Certification in Mutual Fund Advisory, National Institute of Securities Markets (NISM) – 2013

•Certification in Insurance Regulatory and Development Authority of India, Insurance Regulatory and Development Authority of India (IRDA)– 2013

•Was awarded the best write up for Vayam - an Inhouse Journal of IDBI Bank) twice (2013 – 2014)

•Received award & medal best performer for Insurance and Mutual fund sales (2013-2018)

•Best Performer in Current, Saving and Non residential Indian Account Opening account opening (2016-2017)

Was the Head Girl at St Paul’s Convent High School (2001)

Secured 1st place and awarded the rolling Shield for Highest points in English Elocution (1998)

Awarded Certificates in English Elocution, Dramatics, English Essay Writing, Hindi Essay writing, singing competition throughout school ( Throughout school 1992 – 2002)


Worked part time with a Digital Marketing Agency for 3 months

Was associated with two CSR activities at KPMG (2009 – 2010)

Organized and participated in advances in Pharmaceutical Microbiology - International Conference (2007)

Participated in Exhibitions and presentation on New Age Diseases (2007)

Participated in Inter collegiate academic festival Royal college (2006)

Selected for level 2 of Dr Homi Bhabha Bal Vaidnyanik (2000)

Successfully cleared Elementary and Intermediate Drawing Examination (1998 – 1999)

Participated in Inter school Science Exhibition and Inter School Elocution Competition

Fund raising for Project Life and Teaching English Grammar to the Students of Std X at Ambatha (2006)


Date of Birth: 03 March 1986

Language proficiency: English (Proficient), Hindi, Marathi

Spanish (elementary level), French (elementary level), German ((elementary level)

Strengths: Excellent written and verbal communication skills, good interpersonal skills, ability to adapt to a challengine environment, self motivated with a drive to excel, excellent leadership and team handling skills, problem solving and time management.

Residential Address: 15 Waroda Road, Next to Bob Tailor, Bandra West Mumbai 400051

Interests: Writing abstract articles, Cooking, Reading, Craft

Computer Skills: Microsoft excel, Word & Power Point

References available upon request

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