Summary :
Nine years of industry experience
Currently working as Branch Service and Compliance Manager with ICICI Bank Ltd.
Employment Objective :
To obtain a responsible position in an organization where my knowledge and perseverance will aid my professional growth.
Core Competency :
Achievement oriented with excellent communication, relationship building and interpersonal skills.
Educational Qualification :
Bachelor in Commerce from Goa University, 2000
Other Qualification :
Completed oral coaching for the Intermediate Course Part I and II from the Institute of Company Secretaries.
Completed Second Year LLB from V. M. Salgaonkar College of Law , Miramar, Panaji-Goa.
Completed Diploma in Computer Application.
Completed Tally 5.4 Version.
Key Deliverables :
Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Creating & implementing work flows to facilitate structured support in all areas and issues.
Providing timely reports investigating on the outstanding exception as to why they are outstanding.
Training new joinees on the applications used and about the Banking Products.
Understanding of the other processes for the smooth functioning.
Employment Profile :
ICICI Bank Ltd. Chinchinim Branch, Goa December 2010 - till date :
Designation : Branch Service & Compliance Manager AMII
Customer Service Branch-Banking
Responsibilities :
Handling verifications and authorization of all vouchers including cash.
Submitting all monthly, fortnightly and quarterly reports.
Inventory management including printing of DD/PO
Front desk operations along with cross selling of bank products.
Handling clearing activities.
Resolving customer complaints & queries within TAT.
Handling account opening & activation, account opening queries & rejections along with KYC.
Handling FCRM (Finacle based Customer Relationship Management)
Handling Forex
Handling RTGS & NEFT at the branch.
Handling audit parameters
Achievements :
Have won Award of Excellence for Rendezvous with Big B, Life Insurance contest held in Feb-March 2011.
Have won Khandala calling Life Insurance contest held in January 2011.
Have won various other local level contest held for various products and services.
ICICI Bank Ltd. Margao Branch, Goa May 2007–November 2010 :
Designation : Privilege Banker AMI
NRI Services (International Banking Group)
Responsibilities :
Ensuring high quality service and Customer Relationship Management .
Ensuring achievement of overall Branch NRI Targets by generating business and cross sales .
Supervision of all High Net Worth NRI customer programs .
Queries and complaints Handling .
Ensuring compliance with Banking rules, Regulations & Procedures .
Handling all NRI related operations like forex, balance transfers, inward and outward remittances and all other service request.
Achievements :
Have won trip to Italy in Life Insurance contest held in Q2 in financial year 2007-2008.
Have won trip to Singapore in Life Insurance contest held in Q4 in financial year 2007-2008.
Have won gold for doing the highest no.
of Life Insurance policies in a single day.
Have been awarded The Best Employee of the year and a consistent performer for three consecutive years.
Have won many other local level contest in cross sell.
Have been awarded for being Pan Indian No. 1 in NRI services.
JP Morgan Chase Malad West, Mumbai December 2003 – April 2007 :
Advisor ( Inbound Servicing) Credit Card Department
Responsibilities :
Assisting and advising credit card holders on account management which includes credit card payments, balance transfers, disputes, account trades, account consolidations and opening of new accounts.
This also includes maintenance of account survey, adhering to customer values without compromising on the quality of customer service offered.
Generate revenue through balance transfers and reward program management.
Meeting and exceeding service level achievement for the organization through optimum adherence to schedules.
Assisting new advisors by working as a Supervisor.
Achievements :
Rewarded for maintaining consistent call quality and for achieving 100% scores.
Rewarded for maintaining 100% attendance.
Rewarded for being the Champ of the month for the month of February 2006.
Got appreciated by Highly Valued Cardholders for providing excellent customer service.
E-funds International India Pvt. Ltd. Malad West, Mumbai Dec 2002 – Dec 2003 :
Customer Care Specialist West Process
Responsibilities :
Assisting customers with item selection regarding various products and services.
Assisting customers with various product related telephone queries.
Achievements :
Set new monthly sales record, surpassing all sales associates for any given month in company history.
Rewarded for being the Top 15th Performer among the Top 30 Performers in the organization.
Extra-curricular Activities :
Was a NSS volunteer at college level.
Participated in Essay , Elocution & Quiz competition at school and state level.
Interests :
Sports – Badminton and Chess
Listening to Music, Cooking, and Reading
Strengths :
Positive attitude, highly disciplined and strong will power.
Honest in my dealings.
Can achieve the desired results within the set timeframe.
Declaration :
I hereby declare that the above detailed information are true to the best of my knowledge.
Place :
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