Customer Service Sales Representative

RAJEEV PALIWAL

Mobile: +91-976*******, 975-***-**** ~ E-Mail: ******.*********@*******.***

Seeking assignments in the areas of Operations Management with an organisation of repute.

SCHOLASTICS

MBA (Marketing and IT) from VNS Institute of Management, Barkatullah Vishwavidyalaya, Bhopal in 2001 with First division 66%.

B.Com. (Management) from Hamidia Arts & Commerce College, Barkatullah Vishwavidyalaya, Bhopal in 1998 with Second division 58%.

Pursuing Ph.D. (Management) from Rabindranath Tagore University, Bhopal (Formerly AISECT University) on “Analysis of consumer buying preferences towards innovative ready to eat food products”.

PROFESSIONAL ENHANCEMENTS

Certification in AML & KYC (Anti Money Laundering & Know Your Customer) from IIBF, Mumbai.

PROFESSIONAL PROFILE

Over 12 year’s rich experience in Operations Management, Business Development, Client Servicing, Team Management and Customer Service in Banking Sector.

Over 4 year’s experience in Sales & Marketing in reputed Organizations, like DB CORP Ltd., Sintex, and Magnum Lubricants.

Expertise in implementing regulatory procedures and contributing towards improved financial performance, heightened productivity and enhanced internal controls.

Proficiency in monitoring various banking operations and maintaining long-term customer relationships through the provision of high quality service.

Adept in managing & leading teams for running successful process operations & experience of implementing procedures for overall business development.

Possess excellent interpersonal, communication and organizational skills with proven abilities in business improvement and customer relationship.

Currently taken a break for completion of P.hD since June 2018.

COMPETENCIES OVERVIEW

Branch Operations

Monitored overall operations of the branch; responsible for planning and achieving set branch targets from time to time.

Formulated Standard Operation Procedures by studying the requirement, level, activities, reporting formats.

Overseen operational performance of the branches, generating business as per the management requirements and achieving set targets.

Client Relationship Management

Managed customer centric banking operations & ensuring customer satisfaction by achieving delivery & service quality norms.

Ensured that highest service standards are maintained for servicing of clients and maintaining minimum turn-around-time.

Build and maintained healthy business relations with clients; cross selling various banking products and providing advisory services.

Team Management

Mentored, training and development of team members to ensure operational efficiency.

Leaded, trained & monitored the performance of team members to ensure efficiency in retail banking operations and meeting of individual & group targets.

Created and maintained a healthy & learning environment while ensuring creative & operational development of the employees.

CAREER CONTOUR

●Jul’17 to June’18 : St.John College of Engineering and Management – Palghar As Assistant Professor

Accountabilities:

Taken lecture for MMS students in Service Marketing, Sales Management, Negotiation and selling skills, Business Research Method and Commercial Banking.

Conducting lectures using demonstrations and case study.

Preparation of systematic lesson plan, lectures and teaching materials.

Mentoring students and advising students on course and curriculum.

Taken MMS student on Industrial Visit to World Trade Center in March 2018.

Assessing answer sheets and preparing results.

Supervising students on research paper, projects and taking remedial lectures

Published and presented a research paper on “EXCELLING RETAIL INDUSTRY THROUGH OMNI CHANNEL MARKETING IN E-COMMERCE DURING TURBULANT TIMES” at ITM Business School International conference in association with Quality circle forum of India.

Published and presented research paper in International conference on “COMPARATIVE ANALYSIS OF FOREIGN AND DOMESTIC BRANDS READY TO EAT FOOD CHAINS” in the UGC listed journal “ROYAL” ISSN-2278-8158 in September 2017.

Published a research paper and presented in International conference on “ANALYSIS OF DEMONETIZATION IMPACT ON REAL ESTATE PROJECTSIN VIRAR, MAHARASHTRA” in a UGC listed journal “ROYAL” ISSN-2278-8158 in September 2017

●Apr’15 to Jul’17: ICICI Bank Ltd., Mumbai (MAH.) As Deputy Branch Manager

Accountabilities:

Managing overall branch operations within specified TAT & continuous improvement in work processes.

Handling Branch Administration, ATM (on site) Management and income through various Third Party Product (TPP) in line that emerge from product and customer needs.

Cross-selling bank’s financial products like Life & General Insurance, Mutual Funds, Demat A/c and CASA in close co-ordination with the branch team.

Overseeing overall branch operations with respect to systems and procedures and basic guidelines laid down by the bank.

Meeting the highest standards laid down by the compliance and audit department, to attain the highest rating for the branch in operational efficiency and overall branch rating.

Supervised a team of 12 service executives and 10 Privilege bankers with reference to branch service level and cross-sell performance.

Improved customer service experience through lobby management and customer engagement and grievance handling.

●Jan’05 to Feb'15: AXIS Bank Ltd., Mumbai (MAH.) As Manager Operations at various locations like; Vallabhvidhya Nagar, Anand, Bhopal, Vidisha, Khandwa and Airoli - Mumbai

Accountabilities:

Improve customer service experience, create engaged customers and facilitate organic growth by taking ownership of customer’s issues and follow problems through to resolution.

Set a clear mission and deploy strategies focused towards that mission and develop service procedures, policies and standards.

Keep accurate records and document customer service actions and discussions.

Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

Keeping ahead of industry’s developments and apply best practices to areas of improvement and control resources and utilise assets to achieve qualitative and quantitative targets.

Adhere to and manage the approved budget and maintain an orderly workflow according to priorities.

Managing overall branch operations within specified TAT & continuous improvement in work processes.

Handling Branch Administration, ATM (on site) Management and income through various Third Party Product (TPP) in line that emerge from product and customer needs.

Cross-selling bank’s financial products like Life & General Insurance, Mutual Funds, Demat A/c and CASA in close co-ordination with the branch team.

Overseeing overall branch operations with respect to systems and procedures and basic guidelines laid down by the bank.

Overseeing inland LC, outstation cheque collection, cheque purchase and discounting documents.

Meeting the highest standards laid down by the compliance and audit department, to attain the highest rating for the branch in operational efficiency and overall branch rating.

Highlights:

Authorizer of:

-Financial transfer transactions, related to inward and outward MICR clearing.

-Outward MICR clearing transactions & cheque returns,

-ECS transactions & mandate for clients like LIC, GE Money, Citi Finance, Shriram Tran. & Financial Corporation.

-Financial transfer transactions, related to demand drafts & pay orders and other transactions related to inter bank account transfers.

-Outstation cheque transactions, lodgment as well as realization & dishonors.

-Cash transaction entry, receipts as well as payments.

-Outward clearing transactions & cheque returns, financial transactions related to FD, RD, etc.

Major Clients Handled: GCMMF, Amul, LIC, Gammon India etc.

●Jan’04 – Jan’05: Bhaskar Group of Publications (now D B Corp. Ltd.), Bhopal as Sr. Executive – SMD

Accountabilities:

Establishing “Dainik Bhaskar” as a brand and increasing market circulation, penetration & saleability.

Identifying and rectification of week areas through statical analysis of circulation data as recovered from Audit Bureau of Circulations (ABC), IRS (Indian Readership Survey) and INS (Indian Newspapers Survey) for all the 23 editions of the newspaper.

Maintaining handy statistical data with reference to major competitors, for ready reference to the MD, in the form of MIS reports, related to market circulation.

Highlights:

Successfully designed & implemented various marketing schemes to increase the circulation in week areas.

Effectively handled the annual scheme of “Jeeto 5 Crore” for the year 2004-05.

Instrumental in organizing All India Sales & Market Development Meet.

Successfully initiatives for Brand Image Building & Editorial section which were incorporated in the daily newspaper “Dainik Bhaskar”.

●Feb’03 – Jan’04: Sintex Industries Ltd., Bhopal as Sales Representative

Accountabilities:

Handling business development & channel management in Chattisgarh and MP including Betul Itarsi, Chhindwara & Sagar.

Contacting Builders, Contractors, Architects, Interior Decorators, Govt. Organizations and Private Concerns.

Highlights:

Successfully procured orders from Central & State Government against DGS&D-RC & CPWD-RC.

Major Clients Handled: Railways, Muncipal Corporation, NTPC, BALCO, Sterlite Ind., etc.

●Jul’00 – Jan’03: M/s Magnum Lubricants, Bhopal as Sales Executive

Accountabilities:

Handling sales & marketing “MOBIL” brand of lubricants in an assigned territory.

Developing unrepresented area, recovering payments and supplying materials to the required party.

Maintaining healthy relations with transporters, fleet owners and workshops.

PERSONAL DOSSIER

Date of Birth : 29th March 1976

Address : J-002, Sumit Greendale, Avenue B2, Behind Agarwal Lifestyle, Virar

West, Mumbai - 401303

Passport : J5730405 (VALID UPTO 29 MARCH 2021)

Rajeev Paliwal

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