Customer Service Sales

Anuj Singh

H.No.SS *** Sec-G Ashiyana Lucknow-***012

Mobile: 860*******/708*******

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

Synopsis

With Over 9+ years in a management capacity within the banking industry including branch management. Management Experience includes total profit and loss responsibility, controlling expenditures, increasing sales, improving team performance, ensuring compliance with policies and established practices and developing excellent customer rapport. Records reflect a dedicated and team oriented professional whose accomplishments exhibit adept business development instincts, strong leadership skills and a demonstrated commitment to growth with the ability to communicate with a diverse number of people.

Core Competencies

Branch Operations

Handling operations, which comprises of, customer, managing operations team, other activities. Enhancing liabilities & assets base for the branch.

Handling and scrutinizing complete documentation for new acquisitions. Responsible for controlling CRR and NII. Managing quality scores & six-sigma scores of the branch. Setting up & co-coordinating with complete Branch operations with key focus on bottom line profitability by ensuring optimal utilization of available resources. Introducing & implementing systems to facilitate smooth workflow in the organization.

Sales & Marketing

Driving sales initiatives to achieve business goals. Involved in the cross selling of various products like investment & portfolio management of High Net worth clients. Always over achieved assigned business targets. Qualified three foreign trips in three different sales contest organized by HDFC LIFE.

Achieved No.1 rank Pan North Zone Region in sales of TPD continuously 2 years.

Got a place in yearly journal of HDFC Bank Ltd in FY 2009-10 for terrific performance.

Client Relationship Management

Managing customer service operations & ensuring customer satisfaction by achieving delivery & service quality norms. Maintaining cordial relations with customers to sustain the profitability of the business.

Building & maintaining healthy business relations with major client, ensuring maximum customer satisfaction by achieving delivery & quality norms. Responsible for resolving customer complaints on performance bottlenecks. Providing value added services i.e. solution of customer queries & issues. Monitoring post service activities e.g. follow up of customers, service reminders & handling grievances for superior customer service.

Team Management

Accelerated Greening plan-Mentor for the team. Identify & implementation of strategies for building team effectiveness, promoting a spirit of cooperation between team members.

Identifying training needs across levels through mapping of skills required for different roles & analysis of the existing level of competencies.

Organizational Experience

ICICI Bank Ltd. Jan 2015-Dec 2015

Taking care of whole operations of branch as well as compliance.

Grievance redressal. Lobby Management. Stock Management.

Customer Service. Job rotation. Audit. MIS and report generation. Infra Management.

Liaison with ICMC /currency chest. Gold loan operations.

AOF checking and hold management. Sales of CASA and TPP.

HDFC Bank Ltd. Dec 12 Dec 14.

Product information, Branch Merchandising, Lobby Management. KYC Calling, Reports, CPV, Pending calls tracking, W.kit tracking. Supervise Liability / Insurance Co-executives. Authorize Welcome Desk and Teller transactions.

Vault Custodian, Locker ops /management, monitoring cheque/cash dummy accounts.CCM Supervision, Branch Audit, Reviewing BOD & EOD Reports. Outward /Inward Remittance. Monitor and follow up on all Complaints. Branch administration – Service Quality. Fortnight reporting. Supervision of LTR, profiling, necessary documentation. Gold loan processing and looking after delinquent cases.

Managing workflow to exceed quality service goals.AOD checking & AOD exception tracking. Updating of password sharing file (Back Up).FCY Documentation, Supervision, TOD Monitoring. Supervise Teller counter (Vault Register, Suspense A/C, Currency Chest communication, Key Register updation, Bulk Register updation, checking of daily reports. Branch operation-Ensure Satisfactory Audit. Cross Sale, Business Generation.

IndusInd Bank Ltd. Aug 11 Dec 12.

Compilation of financial reports pertaining to cash receipts, expenses, profit and loss.

Responsible for all phases of certified audit checking. Articulation of audit finding, risk and detailed recommendation to upper management. Communication of audit results to upper management through written reports.

Facilitating successful internal and external audits through sound and thorough documentation. Reconciliation of internal accounts. Responsible for authorization of cash and non-cash transactions of Tellers and CSM.Customer service, lobby management, compliance.

Inward /outward clearing and remittances. AOF processing. Locker operations.KYC, AML and TOD checking. Grievance redresses. Sales through lead generation.

HDFC Bank Ltd. Jan 08 Aug 11.

Coordination of daily cash reconciliation at a high-volume location. Maintaining balancing record with 100% rate of accuracy. Handling various accounting transactions.

Sales of cashier's checks, traveler's checks & remittances. Leads generation for sales force. Cross Sales of 3rd party products. Execution of wire transfers, stop payments & account transfers. Process exchange and foreign currency. Vault and ATM-debit pin custodian. Generation and filing of important reports.HNI customer profiling. Audit responsibility. Maintenance of PAN registers.DD, MC issuance, reconciliation of stock. Monitoring dormant account. Initiation of NEFT/RTGS. Fund Transfer. Checking of fake mutilated/notes.

Academia

MBA (Marketing) Lucknow University, Lucknow 2007

B.Com Allahabad University, Allahabad 2004.

IRDA Certificate I.R.D.A 2011.

AMFI Certificate N.I.S.M 2009.

IT Skills

Excellent command over professional banking software like, Finacle, Finware, Flexcube, Kapiti.

Completed O-Level in MS Office & MS Dos, web based designing and internet.

Personal details

Date of Birth : 15 March 1983

Location Preference : Anywhere

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