Assistant Manager Operations
Citibank NA / Axis bank
Total years of experience :5 years, 8 Months
Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Identified sales opportunities and referred customers to branch partners in financial services.
Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Followed up on customer complaints and provided solutions to enhance customer satisfaction.
Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
Processed customer transactions promptly, minimizing wait times. Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
Checked status of orders and back-ordered products to coordinate efficient shipments.
Coached new team members on service techniques and provided scoring through quality assurance program.
Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Followed up with customers on unresolved issues.
Reviewed applications and supporting documents to verify claims eligibility and accuracy.
Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
Checked status of orders and back-ordered products to coordinate efficient shipments.
Coached new team members on service techniques and provided scoring through quality assurance program.
Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Engaged in friendly conversation with customer to better uncover individual needs.
Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Spoke to customers in native language to increase loyalty and establish relationships.
Defined work plans in alignment with stakeholder requirements. Assigned tasks to lower-level personnel based on qualifications and skills set.
Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
Worked varied hours to meet seasonal and business needs.
Provided product price information to customers.
Trained and mentored junior staff on customer service strategies and techniques.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Resolved concerns with products or services to help with retention and drive sales