Customer Services and Sales

Shweta Saxena

***-*** *********** *** ****, Mississauga, Ontario, L5A 1Y7

647-***-**** ***************@*****.***

Objective : To secure a Financial Advisor Role

Summary

7+ years of experience in Customer Relationship Management and Sales helping clients assess their financial needs and risk tolerance, increasing the Customer deposits base by 25% through active Sales and Marketing techniques.

Excellent Relationship building and Communication skills, promoted for excellence in performance and efficiency in Client service and Sales.

Accomplished Leader by utilizing team building and decision-making skills, leading to motivated team members and enhanced Sales Productivity of the employees by 20%.

Completed Masters in Management and enrolled in Investment Fund In Canada (IFIC) course.

MS Excel, MS Access, MS PowerPoint, Outlook & MS Word.

Languages: English, Hindi, Urdu, Punjabi and elementary French.

Employment History

Customer Service Representative July 2016 - Jan 2017

ICICI Bank Canada, Mississauga, ON www.icicibank.ca

Customer Services and Sales

Addressed clients’ financial needs by recommending suitable investment and products based on client's needs while utilizing cross-selling techniques and referrals. Opened new Savings, Checking, RRSP, Business and GIC accounts

Created a positive "first impression" when answering main telephone line by greeting and engaging clients in the range of sales, service and informational conversations

Liaison with Head Office, Foreign correspondent banks, and Risk Team to ensure privacy and prevent money laundering.

Contributed to the improvement operational processes and effective customer Services by providing ongoing input to the audit such as Monthly Self-Audits, SOX compliance, and Internal Audits.

Customer Service Manager (Branch Operations Manager) Feb 2012 - Nov 2015

Axis Bank Limited. Talwandi, India www.axisbank.com

Managed the daily operations of a high volume branch with 500-600 customer footfalls by leading a team of

18-20 members. Adjusted existing sales and business development strategy to align with quarterly profit goals

set by company. Accountable for acquisition, retention and servicing of the entire branch customers.

Customer Services and Sales

Monitored and tracked the performance against the targets to align with quarterly profit goals set by the company, overachieved the budget of Customer deposits by 35% at the yearend (2014).

Gained expertise in developing and maintaining strong client relationships that have produced loyalty and referral business from the existing clients resulting in to 20% client on boarding in the bank.

Counseled Customers referred by team members for identifying their needs and providing best financial solutions. Recognized by Management for highest Conversion rate (50%) for clients referred.

Fostered partnerships with key government organizations like Urban Improvement Trust(UIT),Municipal Corporation Kota, Police Department etc. to grow saving and chequing account balances. Overachieved 100% targets.

Financial Analysis

Evaluated financial risk based on credit history, transactions in the account, client overall relationship with bank and other documents concerning account performance and wrote reports and recommendations to senior management. Maintained a success ratio of more than 99% approvals.

Reviewed and recommended different types of Investments based on risk and return Analysis to a different set of customers. Branch has overachieved the Targets for the Investment products by 20% year on year.

Ensured that necessary due diligence was taken to support the accuracy of all Customer transactions. Successfully maintained transaction processing efficiency at 99.99%.

Shweta Saxena 647-***-**** ***************@*****.*** page 2

Leadership and Coaching

Adopted an employee-focused management strategy to build rapport with staff and to fully understand the needs and challenges faced by branch.

Trained more than 30 employees during the tenure and promoted many to various levels. Branch staff turnover rate successfully was maintained at 5%.

Assistant Branch Supervisor (Assistant Manager) April 2010 - Jan 2012

Axis Bank Limited. Kota, India

Customer Services and Sales

Increased an assigned portfolio of high-value clients by 15% while actively promoting and cross-selling a complete range of financial products and services.

Promoted to Deputy Manager for excellent sales performance. Named the branch’s top seller (Third party products) for two years in a row.

Served as customer's first point of contact with over 600 of walk in per week while demonstrating professional behavior during all customer interactions.

Delivered superior customer service by initiating conversations to uncover customer needs and understand their long term and short term financial objectives. Provided proper financial plans on mutual fund and insurance investments to achieve these goals.

Coordinated business development strategies for larger, high-priority accounts. Often acted as the primary point of contact for such clients, and served as liaison for the bank.

Customer Service Representative(Front Desk officer) May 2008 - March 2010

Axis Bank Limited. Kota, India

Customer Services and Sales

Assisted clients with questions on accounts, loans, investments, and new products in person and

by phone.

Crossed trained and provided back-up for Customer Service Representative when needed.

Collected customer feedback and made process changes to exceed customer satisfaction.

Adherence to Banking Regulations and Policies

Selected for Company's Banking Software (Bank migrated from Finacle7 to Finacle10) implementation program. Oversaw the transition to new policies and executed training and resources for staff members.

Researched banking guidelines and statutory requirements to stay updated on new laws and applications

Education

Institute of Rural Management, Jaipur, India

Masters’ of Business Administration Graduated May 2008

(Equivalent to Second Undergraduate major with specialization in finance, as determined by World Education Services, Toronto, ON)

Kota University, Kota, India

Bachelor of Science Graduated May 2006

(Equivalent to Bachelor’s degree, as determined by World Education Services, Toronto, ON)

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