Customer Service Management

DIVYA SINGH

Mobile: 971-***-****

Contact No.: 011-********

E-Mail: *******.*******@*****.***

Quest for challenging assignments in Operations with a growth oriented

organisation.

PROFESSIONAL SYNOPSIS

• A dynamic and competent professional with rich and qualitative experience in the

areas of:

-Branch Operations - Retail Banking - Credit

Administration - Training & Development -Customer Service

- People Management

• Experience in implementing systems and procedures and contributing towards

improved performance, productivity and enhanced internal controls.

• A dept in coordinating with clients & forging relations; interfacing with them to

understand their requirements & provide customized services.

• An out-of-the box thinker with exceptional communication skills & relationship

building skills; strong analytical, problem solving & organizational abilities.

• Distinction of achieving the Six Sigma

ORGANISATIONAL EXPERIENCE

1. AIR FORCE AND NAVAL HOUSING BOARD

Senior Accounts Officer Period: From June 11...

• Responsible for preparation of Monthly Accounts of companies as per schedule .

• Submission of Monthly Balance Sheet and Profit & Loss account of group companies

to the Management

• Ensure timely payment of statutory dues and filing of tax returns within due date.

• Co-ordination with other department and provide assistance as and when required.

• Coordinating with the external consultants and auditors.

• Responsible for statutory and tax audit of group companies and filing of online audit

report.

• Supervising and strengthening the internal control of the organization.

• Preparing management reports to be submitted to management.

• Managing Accounts payable team

• Coordination, preparation and compilation of long term Plans and Annual Budgets.

• Performance analysis against Budgets.

• Financial reporting and MIS data for top management and Functional Heads.

• Representing Finance at Management Review Meetings.

• Cash flow management & credit monitoring .

• Liaising with Banks.

• Managing customer centric operations & ensuring customer satisfaction by

achieving the delivery and service quality norms.

2. SANJAY SHYAM & GARG CA FIRM

Audit Assistant Period: From July 07 – Mar 11.

• Undertaking the audit of ltd and private ltd companies.

• Checking and verifying the various books of Accounts.

• Checking client’s database updation and functioning.

• Checking the Accuracy of Accounting system and procedures.

• Verifying Statutory Compliances.

• Looking into both direct taxation, indirect taxation.

•

3. ICICI Bank, Meerut

Assistant Manager Period: Apr’05 to Jan’07

• Evaluating banking processes & procedures to locate and alleviate possible

bottlenecks/ frauds.

• Keeping records and maintaining various inventories of DD/PO/ FDR’s etc.

and updating higher management.

• Adhering to performance-oriented systems/ procedures for execution of

banking operations.

• Handling tasks like account opening, outward clearing verification at enterer

level issue of cheques, receipt of cheques & crossing, return of unpaid

cheques and bills, cash remittance and cash movement.

• Handling various tasks like cancelling Demand Drafts, Opening of DEMAT

Accounts, money transfers, Stop Payments, Loose Cheques, Tax Challans

both at enterer and verifier level.

• Ensuring speedy resolution of queries and grievances like A/C transfers,

dormant activation, debit card related queries to maximise satisfaction levels;

maintaining excellent relations with clients to generate avenues for additional

business.

• Mentoring, training and development of Customer Service Executives and

Teller Service Executives to ensure operational efficiency.

Achievements

• Secured Six Sigma Award and Internal Insurance Contest in May 2005.

• Instrumental in achieving 0% rejections with DEMAT while bidding for Mega

IPO of Reliance Petro and FPO of ICICI Bank.

• Key role in maintaining 5 “S” for the ICICI Bank Meerut branch for 2005.

• Played key role in selling Gold Coins on Akshaya Tritiya and won the contest.

ACADEMIC QUALIFICATION

• Post Graduate Diploma in Business Management (Finance) from IMS,

Ghaziabad in 2005.

• B.Ed from DEEN DAYAL College, CCS University.

• B.Com from R G Degree College, CCS University, Meerut in 2003.

KEYWORDS

Providing and interpreting financial information;

•

Monitoring and interpreting cash flows and predicting future trends;

•

Analysing change and advising accordingly;

•

Formulating strategic and long-term business plans;

•

Researching and reporting on factors influencing business performance;

•

Analysing competitors and market trends;

•

Developing financial management mechanisms that minimise financial risk;

•

Conducting reviews and evaluations for cost-reduction opportunities;

•

Managing a company's financial accounting, monitoring and reporting

•

systems;

Liaising with auditors to ensure annual monitoring is carried out;

•

Developing external relationships with appropriate contacts, e.g. Auditors,

•

solicitors, bankers.

Producing accurate financial reports to specific deadlines;

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Managing budgets;

•

Arranging new sources of finance for a company's debt facilities;

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Supervising staff;

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Keeping abreast of changes in financial regulations and legislation.

•

IT SKILLS

Adept with MS-Office.

DIPLOMA

HWC Course from NIIT Meerut in MS OFFICE and Languages in Year 2001-03.

PERSONAL DETAILS

31st May 1983

Date of Birth:

Present Address: Jivan Apartments Flat no. 801 A. sector 6 vasundhra Ghaziabad.

Contact this candidate