Customer Support Representative

Gitika Bansal

Buffalo, NY, USA ******.******@*****.** 312-***-**** Gitika Bansal

SUMMARY

Dedicated customer support representative with over a decade of experience in handling customer inquiries, resolving issues, and ensuring a positive customer experience. Proven ability to excel in a fast-paced environment, exceed customer expectations, and contribute to team success.

EXPERIENCE

Office Administrator

Pace Health and Wellness, Remote December 2023 -December 2024

• Scheduled and coordinated appointments, meetings, and events, maintaining organized and up-to-date office calendars.

•Introduced a digital calendar tool for appointments, enhancing visitor coordination and front desk operations efficiency by 30%.

•Efficiently managed high-volume communication, handling around 75 calls and emails daily, ensuring timely and professional responses.

•Maintained and updated physical and electronic records, ensuring data accuracy and accessibility while adhering to confidentiality protocols.

Customer Support Representative

IBM, Canada September 2021 - January 2022

•Addressed any issues and assisted callers in a call center for registration, bookings, and immunization record generation as part of the BC Province COVID-19 Immunization Program.

•Expedited complex queries, achieving high customer satisfaction with multiple 5-star ratings.

•Recognized for exceptional performance and possessing extraordinary communication skills, problem-solving qualities, customer service orientation, and team management.

•Consistently ranked among the top 5 performers from a team of 100+, handling over 100 calls daily and reduced per-call attending time.

Compliance Officer, Broker Dealer Compliance

PNC Bank, Pittsburgh, PA, USA March 2020 - August 2020

•Managed enterprise-wide mandated information barrier compliance program to prevent insider trading.

•Monitored personal trading of 5,000 key employees with 15,000 brokerage accounts.

•Managed customer (employees) inquiries related to compliance and regulatory matters.

•Provided support for customer-facing teams in understanding compliance requirements.

•Gathered data to prepare compliance reports and reviewed reports to ensure functional and regulatory compliance.

•Experience in fraud monitoring, detection, and investigation using various tools and filing SAR reports.

Senior Branch Banker

PNC Bank January 2019 - March 2020, PA, USA

•Enhanced customer financial engagement by evaluating client needs and suggesting tailored banking solutions by partnering with cross-functional teams (Wealth Management, Corporate Banking, Mortgage, Workplace Banking, etc.), resulting in surpassing targets by 120%.

•Utilized strong customer communication alongside complaint research to achieve a 100% reduction in branch complaints, collaborating effectively with support teams.

•Participated in cash management, fund transfers/wire, timely reporting, internal audit, and compliance.

•Ensured timely filing of reports, especially Currency Transaction Report, and Suspicious Transaction Report, and compliance with KYC, CRA, and BSA standards by implementing auditing tools, and aligning processes with FINRA and FINTRAC regulations.

International Banking Manager

State Bank of India, Overseas Branch April 2016 - December 2018, India

•Delivered exceptional customer support by managing trade finance operations for investment-grade clients, ensuring seamless service delivery.

•Processed and executed key trade finance functions, including Letters of Credit (L.C.), Export Collection, Bill Discounting, Bill Negotiation, and wire transfers, contributing to increased fee-based income.

•Conducted thorough KYC/AML checks, addressing compliance issues such as boycott language, OFAC risks, and EU sanctions to mitigate fraud and organizational risks effectively.

•Served as Compliance Officer for Foreign Exchange and International Trade Finance activities, implementing national and international regulatory policies, resulting in improved audit ratings for the branch.

•Investigated and resolved customer cases, prepared detailed reports (equivalent to SARs), and escalated issues to relevant regulatory authorities when necessary.

•Demonstrated interpersonal skills while engaging with a diverse customer base, ensuring the needs were fulfilled with professionalism and efficiency.

Relationship Manager – Branch Senior Operations Manager

State Bank of India April 2013-April 2016, India

•Strengthened and expanded relationships with High-Net-Worth clients, exceeding business targets by 130% in FY 2016.

•Delivered guidance on financial products, including Mortgage Loans, Auto Loans, and Personal Loans, ensuring tailored solutions to meet client needs.

•Leveraged strong analytical skills and advanced financial technology tools to streamline loan approval processes, introducing automated compliance checks that improved accuracy in account maintenance and reduced closing time by 20%.

Branch Operations Manager

State Bank of India December 2010 - April 2013, India

•Supervised and performed branch operational activities, Teller transactions, wire transfers, ACH, and Cash Management with a client base of more than 100,000 elite customers.

•Monitored and participated in audit functionalities resulting in improvement in the branch’s audit rating to AAA.

•Engaged with customers to thoroughly understand their needs, effectively resolving concerns led to a significant increase in customer satisfaction, a decrease in complaint rate by 20 %, and improved branch ratings.

EDUCATION

Master in Business Administration (Human Resource Management)

Guru Jambheshwar University, India • 2015

Master in Business Administration (Marketing)

Guru Jambheshwar University, India • 2008

Bachelor of Business Administration

Maharishi Dayanand University, India • 2006

SKILLS

Call Centre Experience

Communication Skills

Complaints Management

Problem Solving

Team Management

Relationship Building

Multitasking

MS Office

Customer Support

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