Customer Service Manager

R iazul Haque

Address: **, * **** ***** ****, Kolkata-700014, Phone: (033-********/967-***-**** E-mail: r *******@*****.***

Date of Birth: 27th August 1980.

Objective

Aspiring for a senior position in a leading bank where I can use my past experiences and knowledge at its best and

contribute to the improvement as well as progress of the bank. Look forward to make significant contributions and add

value to the brand with the opportunity provided.

Personal Summa ry

A well presented and industrious individual with more than 8 years of experience in banking and a sharp banking

p rofessional whose talents shine in a competitive, innovative and creative environment.

Competencies and skills

Excellent communication and relationship management skills, understanding and interest in financial and banking

p roducts and markets, ability to analyze and research information, ability to explain complex information clearly and

simply, good sales and negotiation skills, sound knowledge of audit and compliance.

Educational Qualification

MBA - Accounting and Finance – 2004, East London Business School, University of East London, UK.

BCOM - Accountancy Honors – 2002, South City College, University of Calcutta, India.

H igher Secondary – 1999, South City College, West Bengal, India.

Secondary – 1997, Central Model High School, West Bengal, India.

Career H istory

1) Personal Banker Authorizer A ugust 2009 till

P resent

Grade: Manager

H D FC Bank Ltd, Constantia Building, 11 D r U N Brahmacha ri Street, Kolkata – 700017, I ndia.

Responsibilities:

• D r ive sales and business for the branch.

• Supervise & Monitor 8 Personal Bankers and 2 contract sales staff.

• Relationship Management - Retention and enhancement of the value of existing accounts. Improve share of wallet

and target to be primary bank for each of the relationship in the portfolio by enhancing relationship from the existing

portfolio by cross selling and up selling complete range of banking products.

• B ranch Dedicated authority for opening accounts :To ensure through a rigorous and robust KYC exercise that the

Bank does not get exposed to financial, regulatory and reputational risk through dealings with the client, to ensure

t hat all the required KYCs are done consistently, thoroughly, accurately and in a t imely manner as per laid down

policy of the bank.

• To identify any suspicious/doubtful customers and bring any relevant adverse information to the attention of the RM

and as well compliance.

• Resolution of customer queries/complaints and customer service to ensure walk in customers issues

• Cost management and monitoring Staff productivity and give guidance on improving the same in conjunction with

t he Branch Manager

• Ensure that all tellers, personal bankers and relationship managers are adequately t rained on the Products of the

bank.

• Monitoring of dummy accounts, suspense accounts, deferred accounts, accounts payable/ receivable

• B ranch Operations and Audit Compliance.

Achievements:

• I had joined HDFC Bank Ltd as the Personal Banker Authorizer cum Teller Authorizer of Kasba branch on 3rd

A ugust 2012. Kasba was a new branch and I was very instrumental in starting and making the branch functional and

operational.

• P resently working in Dr U N Brahmachari Street branch as the Personal Banker Authorizer since June 2012.

• Satisfactory audit rating in each year.

• Received Trophy and certificate for qualifying in the life insurance “Hall Of Fame” contest 2012.

• Received Certificate for achieving the life insurance target of CH Star for the month of September 2012.

• A ll my personal bankers met their annual income target for the financial year 2013-14.

2) Branch Sales Manager F ebrua ry 2006 till August

2009

Grade: Senior Officer

I C IC I Bank Ltd, 127 A Sarat Bose Road, Kolkata – 700026, I ndia

Responsibilities:

• Customer service.

• Relationship Manager.

• D r ive sales - Manage the financial perspective of the branch - casa f loat and revenue targets.

• To keep current on all new circulars, products and promotions.

• Back up for Branch Operations, process and audit related issues.

• T raining all the employees and sales executive about new products and processes.

Achievements:

• P romoted to Branch Sales Manager from Customer Service Manager in September 2007.

• W inner of Zonal Level quiz contest “Gyan Guru 2006-07.

• Received the best Small Enterprise Group- Customer Service Officer Award in the annual “Opstar Award Night

2006-07”.

• Qualified for a foreign t rip to China in a Life Insurance contest in 2008.

3) Customer Care and Sales Specialist M ay 2005 to September 2005

Ma r r iott UK Plc, 86 Fetter lane, London. U.K.

Responsibilities

• Sales.

• Ensure all reservations made were according to the sales guidelines and keep current on all locations Marriott has a

lodging product and promotions.

• Target Achievement.

• Solving customer complaints.

Achievement

• Completed t raining on MARSHA.

4 ) Team Leader J uly 2003 to September

2005

KFC (GB), 11-17Church Street, CR01RY, London. U.K.

Responsibilities:

• Sales, sales forecasting and setting the sales target and roster for team members.

• Restaurant management – I use to lead the shift on Friday and Saturday nights – the busiest days of the week.

• Managing the team.

Achievements

• P romoted to Team leader in 9 months.

• W inner of 2004 CHAMPS PRIDE – Achieved 100% Champs average for the whole year.

• Completed t rainings on: i) Management Skills ii) Leading a Team iii) Safety and First Aid iv) Food and Hygiene.

Other Courses

• Completed Developing Champions Course for Team Leaders in Yum Plc. U.K.

• Completed Developing Champions Course for Assistant Managers in Yum Plc. U.K.

• Association of Mutual Fund in India Certificate Program - Advisor’s Module ( AMFI) – 86%

• National Stock Depository ltd ‘s Certification in Depository Operations( NCDO) – 93.25%

• I nsurance Regulatory and Development Authority (IRDA) certified.

Ext ra Cu r r icular Activities

• Participated in 2nd and 3rd “Kaviguru Motor Rally” in 2000 and 2001 organized by Bengal Motor Sports Club

from Kolkata to Shantiniketan.

• Participated in Kolkata Car Rally 2012 organized by Bengal Motor Sports Club from Kolkata to Durgapur.

References

• M rs Suparna Dey, Ex-Branch Manager, HDFC Bank Ltd, Kasba Branch, 241 Rajdanga Nabapally, Kasba Kolkata-

700107, Ph - 0091 804*******.

• P rosenjit Roychowdhury, Branch Head, HDFC Bank Ltd, CIT Road Branch, Kolkata Ph – 0091 983*******

Date: 12/12/2014

Place: Kolkata R iazul Haque

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