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Customer Service Sales

Maharashtra, India
October 18, 2016

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Mrugesh Patil



To lead a challenging role and grow in the organization.

I aspire to achieve excellence in all the challenging assignments forwarded to me and give 100% dedication to it.



Branch Operation Service Head (Nov 13- Till Date)

Key Responsibilities :

Responsible for daily operations and customer service standards of a full service branch which

covers branch operations, lending, customer service, monitoring sales & business development of

counter staff, security and safety in accordance with the Bank’s guidelines.

Responsible for compliance & Risk Management – Ensure operations, risk control and process

adherence at branches.

Responsible for Branch Profitability – Reduce cost of Cash holding,Tracking big ticket opex line

items in Branch P&L and taking corrective action if required,ensure timely recovery of interest and

service charges.

Delegate supervision of day-to-day services & operations to staff in branch outlets.

Responsible for monitoring efficiency in customer servicing of all counter operations staff.

Responsible for preparing and filing all daily, fortnightly, monthly, quarterly branch audit and

compliance reports/returns and other service/operational reports and MIS for the branch.

Responsible for solving and co-ordinating for all branch customer escalations/complaints and other

service requests.


Operation Head (Aug 11- Nov 2013)

• Transaction Monitor and track daily responsibilities, oversee processing of transactions,

manage ATM/Cash, authorize and verify branch instructions, monitor adherence to

process, resolve escalated issues . to ensure timely and effective transaction execution.

• Operation and System management: Track market and regulatory changes, monitor and

upgrade existing system, implement change, ensure systems back-up, align system with

environment changes In Order To ensure continuity & adequacy of operations.

• Customer Service : Set service standards, ensure redressal of customer grievances, monitor

customer services by team, address escalated issues in order to ensure smooth relationship

with clients.

• People Management : Coach, counsel, guide and motivate team members, set targets,

monitor performance, define work processes and systems In Order To create a performing

team and conducive work environment.

• Branch Administration : Ensure proper upkeep of branch premises, housekeeping, leave

records, vendor management etc. Support Branch Head in sales promotions activities,

display of branch merchandise, monitor administration budgets In Order To resource all

branch activities within targeted financial costs.

• Generating Customer Leads : Identify customers, calling & fixing of meetings, prepare &

make presentations, collect client requirements & other related information e.g. Other banks

with which they have business, identify possible products for client, pass the lead to the

concerned person & follow up for closing the deal In order to Ensure the Branch Targets &

strategies are met.

III] Yes Bank Ltd.

Branch Service Partner (Sep 08 – Aug 11)

Handle complete operations independently, as a Custodian verifying and closing cash

Verifying all Reports EOD(a/c and TD opened, closed today report),EOD(BJR, Teller transaction report, EOD cash report),inward and outward clearing reports daily, Daily ATM EOD reports.

Monitoring Bank branch cash limit- Vault,ATM,SBI

Maintaining all registers (CASH, daily deliverables,DD/PO, cheque return registers.etc)

Processing all a/c opening, TD forms daily and see that there is no discrepancy.

Monitoring all discrepancies daily (a/c opening, address change etc) and resolving them independently.

Authorizer :

Authorized signatory for DD/PO issued.

Authorize all the entries inputted by inputter

Authorized signatory for Cash Withdrawal in case of emergency from currency chest(SBI)

Bank Teller:

Performed teller transactions in the areas and savings deposits and withdrawals, DD/PO issuance.

Balanced assigned cash drawer and packaged currencies and coinage.

Identified opportunities for cross-selling of value-added bank products and services.

Pass on Qualified referrals to team members across multiple lines of business.


Achieved satisfactory audit ratings for last one year and always ensured standard banking practices being followed ( 5s ), and at the same time worked within the processes set by the bank & ensuring nil exceptions / lapses at all times.

Sales :

Consistently achieved sales goals by effectively promoting products and services.

Trained, supervised, and trained employees in branch operations and sales strategies.

Launched "good neighbor" marketing campaigns to promoted community relations.In meet with local doctors presented a project named LIFE CARE which included all the insurance products and the importance of insurance in our Life.

Other Achievments :-

Qualified for Bangkok Trip by achieving insurance target.

IV] Kotak Mahindra Bank Ltd.

Asst.Manager (Oct 07 – Dec07) Branch Sales Manager (Nov07 – Sep08)

Handling a CASA team of 10 executives.

Organising Promotional activities in different Areas.

Giving Presentations at various societies / companies.

Assigning Targets for the Team Members.

Sourcing Current, Saving accounts & Fixed Deposits for the Branch.

Sourcing demat accounts.

Sourcing Insurance products.

Reporting to Regional Sales Manager / Branch Manager.

V] Sarex Overseas

Administrative Assistant (2004 – 2007)

Independent correspondence with MIDC, MPCB & all Govt. Agencies, Suppliers, Customers, Insurance Co and Company Employees.

Preparation and issue of Internal Circulars, Memos, Notices as per guidelines of Management.

Renewal of Annual Maintenance Contract of various office equipments & Services.

Preparation of various MIS reports for periodical review meetings of Top Management.

Management of Office Stationery, Housekeeping Material, Safety equipments, Personnel Protective Equipments.

Maintaining Training records as per ISO requirements including person-wise training and Training calendar.

Compilation of various data for Presentation for foreign visitors.

Complete Assistance to Management Representative for ISO documentation and co-ordination.

Monitoring Security functions of Company.

Conducting various internal audits for better efficiency of the organization.

Education :

NCFM Certified

PGDBA from Mumbai University (results awaited)

B Com from Mumbai University in the year 2004.

Computer Education :

MS Office (Word, Excel, Power Point)

Comfortable with Win98, 2000, XP

Impact Course from SSI

Tally 5.4

Personal Profile

Date of Birth - 13th July 1983

Nationality - India

Gender - Male

Martial Status - Married

Hobbies - Dancing, Listening Music, Playing Cricket

Languages - English, Hindi, Marathi and Gujarati

Cultural Activities - Participated in intercollegiate Dance and Drama at College level Represented Collage at National Level for Cricket & relay.


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