Customer Service Manager

Nibedita Mohanty

Cell: +1-713-***-****

Email: **************@*****.***

SUMMARY

ROLES Over 11 years of experience in Retail Core Banking

Operations in ICICI Bank, the numero uno private

ASSISTANT BRANCH MANAGER sector bank in India

Proficient in leading dedicated teams for running

CUST SERVICE MANAGER successful business operations and extensive

TELLER SUPERVISOR experience of developing procedures and service

CUST SERVICE ASSOCIATE standards for business excellence

TELLER Deft in handling all service activities, analyzing

market trends and establishing healthy and

CORE COMPETENCIES prolonged business relations with clients

Adroit in performing all banking operations

BRANCH OPERATIONS effectively and efficiently coordinating with

STRATEGY PLANNING various branches and managing a variety of branch

RELATIONSHIP MGMT banking operations

RISK MANAGEMENT An effective communicator with excellent

DELIVERY MANAGEMENT relationship building & interpersonal skills.

BUSINESS ANALYSIS Strong analytical, problem solving &

PROCESS MANAGEMENT organizational abilities.

PROFESSIONAL EXPERIENCE

ICICI Bank Ltd, India

Sep'03 - Nov '14

Role (Designation) Tenure

Assistant Branch Manager (Dep Mgr-II) May 2013 to November 2014

Customer Service Manager (Dep Mgr -I) Dec 2010 to April 2013

Teller Supervisor (Dep Mgr-I) May 2007 to November 2010

Customer Service Associate (Senior Officer) May 2005 to April 2007

Teller (Junior Officer) Sept 2003 to April 2005

EDUCATION & CERTIFICATIONS

. Masters in Commerce (specialization in accounting), India

. NSE's Certification in Financial Markets - Depository Operations

Module

. NSE's Certification in Financial Markets - Mutual Fund (Advisors)

Module

. GNIIT - Trained in computer applications

KEY RESULT AREAS

Accounts & Auditing

. Designing and implementing accounting systems and procedures

. Supervising the timely preparation of financial statements

. Coordinating internal audits; evaluating internal control systems /

procedures with a view to highlight the shortcomings and implementing

necessary recommendation

Credit Management

. Monitoring physical cash position and disposing the surplus or

arranging cash for daily needs; Verifying physical cash, security

items at the beginning and end of the day operations

. Handling loan proposals, writing documents, releasing retail &

corporate loans

Banking Operations

. Heading complete branch operations with key focus on bottom line

profitability by ensuring optimal utilization of available resources ;

. Handling the opening of accounts as per KYC norms

. Ensuring the payments and receipts as per statutory guidelines

. Handling savings & current accounts, fixed deposits, loans and

advances, trade, forex and all other day to day banking operations,

involved in fund management for branch as well as extended priority

banking services

Client Relationship Management

. Managing customer service operations, ensuring customer delight by

achieving delivery and quality service in the shortest possible time

. Monitoring database of High Networth Individual (HNI) customers and

ensuring adherence to the service standards of the bank

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