Service Representative Customer

Ankush Sharma

Phone: +91-941*******/ +919*********

E-Mail: *********@*****.**.**

Enthusiastic customer service representative with 15 years of retail experience responding to all manner of customer inquiries. Career highlights included being awarded “Employee of the Month” for 8 months out of 12 months and receiving 99% positive customer survey results at Yes Bank Ltd . Seeking a role a, where my service skills can be leveraged to achieve and maintain the highest level of customer service.

PROFILE SUMMARY please confirm below points

A goal-oriented professional with nearly 16 years of experience in Banking/ Branch Operations, Relationship Management, Credit & Fraud/Risk Analysis, Loan Operations, Business Development and Revenue Generation

Experience in optimizing business operations, business development, expansion of marketing network while managing and understanding competition, consequently achieving and providing high productivity standards

Showcased excellent aptitude in risk management processes, describing risks that may affect the business, determining the acceptable level of risk and conducting audits

Skilled at ensuring due diligence in underwriting practices & risk evaluation to maintain mortality assumptions on track

Insightful understanding of all processes and systems connected with banking industry; familiar with RBI guidelines and other statutory obligations

Expertise in leading teams for running successful branch operations and drafting strategies towards enhancing market penetration, business volumes and growth for a wide range of banking products & services

Keen client-centric approach in addressing client priorities and resolving escalation within TAT, thereby attaining high business & compliance score

CORE COMPETENCIES please confirm below points

Branch Banking & Administration Credit & Recovery Administration Audit & Compliance Portfolio Management/ Client Servicing Loan Operations Risk Assessment & Management Credit Analysis Market Knowledge & Economic Trends Training & Team Management

WORK EXPERIENCE

Sept’21 – Till Date: Equitas Small finance Bank Ltd, Yamuna Vihar, Delhi as Branch Head.

Key Result Areas:

Effectively supervised day-to-day front-end operations of Branch.

Hired, trained, and mentored top customer service staff and front-end staff.

Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.

Created, edited, and altered customer service strategies and procedures in Agile manner to best deliver a satisfying experience for all Bank customers.

Managed and updated the customer loyalty program.

- Ensure that all managed portfolios are effectively managed through PB- s, RM- s, IRM, Investment Advisors etc. and that set targets on each of the portfolios is reached.

- Staff is made aware of the targets on the portfolio which includes Customer to Group Ratio and Income Generating Product Holding.

- Ensure that the High-Net-worth individuals are persuaded to avail the private banking products and services (advisory,

Operations:

Analyse data from multiple sources to identify discrepancies, spot fraud, and eliminate suspicion. Educate staff and contractors on fraud and associated behaviours. Write reports, and document evidence, findings, and recommendations. Interview and elicit information from staff and contractors to resolve questions.

Conduct internal checks on a regular basis

- Monitoring of PB/RM calling

- As vault custodian is responsible for all related process checks

- Joint custodian for sys-admin and setup within the branch :

- Ensure that password sharing does not happen

- Ensure all hygiene factors are under control.

-Ensure all AML alerts are investigated and responded to within TAT.

- Monitor and audit internally if this is being followed by all concerned sales staff

- Maintaining Tatkal kits as per laid down process

- Monitor lockers allocation and all other related operations

- Updation of LTS for the asset leads generated

Nov’20-September 2021: Yes Bank, Kirti Nagar, Delhi as Branch Head

Key Result Areas:

Leading a team of 7 members and streamlining entire banking operations, tracking compliance, quality & risk control to be in line with banking policies; evaluating internal control systems to highlight shortcomings & necessary recommendations

Heading complete branch operations with key focus on bottom line profitability by ensuring optimal utilization of available resources

Devising and implementing policies/ procedures for the all-round development of bank and reducing overall costs to the bank through various means

Managing savings, current & fixed deposits, loans and advances, leading fund management for branch as well as extending priority banking services

Monitoring Current Account Savings Account (CASA) books with focus on ensuring that these accounts do not go dormant

Monitoring day-to-day activities in coordination with internal/ external departments for smooth operations as per Know Your Customer (KYC) Norms; resolving issues of clients as per Service Level Agreements (SLAs)

Researching and profiling potential acquisition targets and prospective buyers, presenting the strategic rationale for potential transactions and products like Housing Loan, Mortgage Loan, Vehicle Loan

Mentoring & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets; organising trainings for the workforce for enhancing their productivity & skills

Supervising key account management of 150 HNI clients with a portfolio of 18 Crore; ensuring branch profitability and revenue generation from the same

Mar`17-Nov’20 with Shivalik Mercantile Cooperative Bank, Noida as Branch Head

Highlights:

Majorly contributed in attaining ‘Satisfactory Audit Rating’ for FY 2018-19 and 2019-20

Successfully achieved:

oFTR benchmark of 95% across region

oCASA Budget for FY 2018-19 & 2019-20 by 100%

oDisbursement budget by 100 % for FY 2018-19 & 2019-20 including LAP, Business Loan, CC Limit, WC

oTPP Revenue budget by 100 % for 2018-19 & 2019-20 across Life Insurance Rs.44 Lac and Health Insurance 20 Lac

Showcased growth across CASA & FD worth 60 Crore for 3 years and the book size rose to 128 Crore in April 2017

Played a major role in disbursing assets of 28 Crore in FY 2018-19 & 2019-20 and the book size rose to 110 Crore in 2017

Successfully qualified for the Malaysia Contest-TPP

PREVIOUS EXPERIENCE

Dec’14-May’16: IndusInd Bank Ltd., Bareilly -UP as Branch Manager

Highlights:

Played a major role in achieving no. 1 position Pan India in new category branches consecutively for 8 months

Successfully mobilised deposit of 8 Crore for FY 2015-16; accomplished NTB targets of 450 Account in FY 2015-16

Attained TPP revenue of 3 Lac per month (Life Insurance/Health Insurance/Mutual Funds)

Skilfully opened 2 TASC Account with an FD of 5 Crore

Contributed in sourcing of credit card with a revenue of 30000 on a monthly basis

Jun’11-Nov’14: HDFC Bank Ltd., Kashipur-Uttarakhand as Branch Manager

Highlights:

Successfully developed 15 New Asset Customers with 280 % y-o-y growth across asset utilization from 15 Cr to 25 Cr with nil NPA (Business Banking/ Commodity/ Agri/ Lap)

Attained:

oCASA value by 90% for FY 2011-12; CASA NAV by 100% in FY 2012 – 13; 100% in FY 2013-14

oLife Insurance Targets by 110 % (2011-12), 136% (2012-13, and 110% (2013-14)

oNil Customer Complaint/Ombudsman/RBI (2011-12; 2012-13; 2013-14)

oAssets target by 280 % (BBG/ EEG/ LAP/ Home Loan/ Auto Loan/KGC) in 2011-12; 240% (BBG/ EEG/ LAP/ Home Loan/ Auto Loan/ KGC) in 2012-13 & 2013-14

oForex Income by 136% (2011-12), 350% (2012-13), 100% (2013-14); rated 2 for FY 2011-12

Winner of Regional Level Life Insurance Contest twice in 2011-12 and 2012-13

Majorly contributed in mobilization of govt. business of 70 Lacs (2011-12), 50 lacs (2012-13) and 1.30 Cr (2013-14); accomplished 1.20 crores of PF, Trade/ Forex income in FY 2011-12, 201213 and 2013-14

Won ‘Hum Mein Hai Dum 2013-14’ General & Life Insurance contest at circle level

Mar`08-Jun`11: ICICI Bank Limited, East of Kailash-New Delhi as Branch Operations Manager

Nov`04-Feb`08: PACL India Limited, Kota as Customer Service Manager

Jan`04-Mar`04: Henkel Loctite Co. Ltd., New Delhi as Trainee

May’03-Jul`03: Singer India Ltd, New Delhi as Trainee

ACADEMIC DETAILS

•MBA in Finance & Marketing from IMS, Roorkee in 2004

•M.Com. from MJP University in 2002

•B.Com. from MJP University in 2000

PERSONAL DETAILS

Date of Birth: 23rd January 1979 Languages Known: English, Hindi Address: H. No. 5024, Gaur Gracious Apartment, Kanth Road, Near Vivekanand Hospital, Moradabad-244001, Uttar Pradesh

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