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Customer Service Sales

Mumbai, Maharashtra, India
October 19, 2016

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Deepa Lohana

Address: Plot No */ Flat No *,

New Mayur Pankh,

Laxmi colony,

Mahul Road,

Chembur Mumbai-400074 Email Id: Date of Birth :26th November 1982 Cell Phone : 970-***-**** Work Experience

Current profile : Manager, Reporting to Regional head sales. Products Responsible: Capital Market Group (Loan Against Shares/ ESOP financing / IPO financing, Loan Against Mutual fund, Loan Against Insurance Policies) Company : Aditya Birla Finance Limited

Aditya Birla Finance Ltd. (formerly known as Birla Global Finance) is one of India’s leading NBFCs. Incorporated in 1991; the company has been rated as A1+ by ICRA, for its short- term borrowings, which indicates highest credit quality. ABFL offers specialized solutions in areas of Capital markets, Corporate Finance & Project Finance. It is one of the largest players in security based lending & pioneer of IPO Financing in India. Duration: 1st March 2012 till date (3 years 3 months) Designation: Deputy Manager


Primary responsibility is to generate budgeted Gross disbursal and Net Interest income by effective referral of lending products via my business verticals viz, retail and Channels Partners.

Responsible for sales of retail financial solutions such as Loans against Shares & MF Units, IPO Financing to Super HNIs & Corporates and ESOP Financing.

Cash Flow Analysis, Securities Analysis, etc.

Managing tie-ups with Corporates for ESOP financing to their employees.

Maintaining high levels of Channel productivity by working closely with Internal as well as External Channels to develop business & acquire new clientele.

Conducting training sessions to channel partners on various products, processes & Documentation.

Monitor & ensure timely collection of interest payments, interest resets, and enhancement & rollover processes of existing clients.

Monitoring & taking necessary action on delinquent accounts

360 degree CRM from getting the customer into the system to addressing customer service issues and grievances.

Devise monthly & quarterly sales strategies, business plans, cost analysis and budgeting for the same.


Have acquired 100+ new retail and broker clients till now the loan book of approx. 120Cr+ Sanctions in which 80% is disbursed.

Have empanelled approx. 10. DSA till now.

Maintaining daily activity/engagement ratio with the allotted clients.

Got Udaan Award two times till now for best performer in ESOP Client Acquisition.

Disbursed 40 Crore every year for ESOP clients and Achieved NIM targets

Top RM in year 2014-2015 (Highest Productivity

Company : Aditya Birla Finance Limited

Duration:21st July 2009 till 1st Dec 2010 (Ascent Advisory Services Pvt Ltd) (1year 15 Months)

1st Dec 2010 till 1st March 2012( 1 Year 4 Month)


Products Responsible: Capital Market Group (Loan Against Shares/ ESOP financing / IPO financing, Loan Against Mutual fund, Loan Against Insurance Policies) Role:

Generation and sourcing database.

New Client acquisition.

Profiling & understanding the client & identifying prospects.

Pitching services as well as products.

Monitoring & co-ordinating with internal team.

Marinating and generating various MIS Report.

Co-ordinating with BANK, MOG for execution of documents.

Taking care of entire LAS Disbursement i.e. Loan against Share.

Analysis of LAS Product – Loan against Shares, IPO which includes

Interacting with HNI Client & Corporate for KYC Documentation & other formalities relating to the disbursement of the loan.

Interacting with Operation team for various calculation i.e. Renewal of Loan, Reschedulement of Loan, etc.

Interacting with DP for Confirmation of Pledge, Unpledged & Invocation.

Interacting with Banks for Payment details & other queries.

IPO Funding Activity

Strengthening client (Corporate /Retail) relationships

Company : Sparsh BPO Services pvt ltd - Kotak Securities Ltd. Duration:24st May 2008 till 10th july 2009 (1year 2 Months) Designation:Customer Service Executive.

Kotak Securities Ltd. 100 % subsidiary of Kotak Mahindra Bank is one of the oldest and largest broking firms in the Industry.


Handling inbound calls such as inquiry calls, account related calls marketing and sales calls.

Understanding clients query and resolving it.

Email it to client for marketing and solving queries through mails

Customer service

Maintaing daily sales report

Company : RGS 4 wheel World – DSA of HDFC bank Ltd Duration:1st Oct 2006 till 10th May 2008 (1year 7 Months) Designation:Customer Service Executive.

Outbound Sales call

Taking appointments from the customers.

Pitching services as well as products

Assisting clients with insurance and rto related queries.

Maintaining customer’s records & maintaining files

Coordinating with car dealers all over Mumbai

Coordinating with HDFC for Disbursement of loan

Back end activities.

Academic Qualifications

Degree Year School/College University/Board

M.B.A. 2011 ITM (Institute of Technology and

Management) Executive MBA

Southern New Hampshire


Diploma in Human



2009 Welingkar Institute of

Management Development &


Mumbai University

B. Com. 2004 Vivekananda Education society Mumbai university SSC 2001 National Sarvodaya Junior

college of arts and commerce

Mumbai university

HSC 1999 D.B.C high school Mumbai university

Rewards and Recognition

Earned certificates from Sparsh BPO Services Ltd for productivity, and best quality performer.

Earned ACE award from Aditya Birla finance for Contribution to COAL INDIA IPO.

Earned two Udaan awards best performer ESOP client acquisition.- Aditya Birla Finance limited

Software Skills

Diploma in MS-Office, Internet.

Deepa Lohana - Mumbai

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