• A result-oriented professional offering nearly 9 years of experience in Banking Operations and Relationship Management• Spearheaded sales, service and distribution of banking products across liabilities, assets, wealth & trade services for various customer segments• Extensive experience in BFS domain (Contact Center) with exposure in Retail banking, Credit Card Operations, Customer Service, Mortgages, Third party Products (LI, GI, Mutual Funds)• Steered the sales of Debit/Credit Card Upgrade, General Insurance, Fixed/Recurrent Deposits, Personal Loans, EMI on Credit and so on via Phone Banking• Skills in administering end-to-end branch operations and identifying/exploring new & untapped business opportunities, driving growth and augmenting profitability • Excellence in increasing customer satisfaction score i.e. CSAT and NPS by focusing on management of real time desire service level, quality and customer experience• Consistent record of identifying/exploring new & untapped business opportunities, driving growth and augmenting profitability• Successfully leading a project “Verint Speech Analytics” which enables to transcribe and analyze calls to discover customer insights and improve contact center performance; recording over 1.5 lacs calls daily• Expertise in designing & implementing competitive sales & marketing strategies to penetrate new accounts and expand existing ones for a wide range of Financial / Loan Products • Built & maintained relationships with clients; resolved customer’s queries with respect to retail asset accounts and guiding the team to achieve maximize customer satisfactions• Proven abilities in approving new clients through due diligence procedures including the review of KYC documentation, public record research and AML procedures• Excellent analytical abilities, strong interpersonal skills, and an ability to work and communicate effectively with all levels of operations and senior management