• Providing comprehensive training to new and existing staff on customer service best practices.• Developed and implemented innovative customer service training programs, resulting in improved customer satisfaction ratings.• Evaluate development requirements, construct and deliver training initiatives, and monitor the effectiveness of learning outcomes.• Demonstrate the capability to create customized programs tailored to equip employees with essential skills.• Create and curate an E-Library of training materials.• Establish training academies and upskilling programs spanning various functions, each with defined goals and objectives.• Prepare comprehensive quarterly training plans that encompass individual and business development needs.• Delivered engaging and interactive training sessions to ensure staff retention of key concepts.• Monitored customer service performance and provided feedback to staff to ensure quality standards were met.• Assisted in the development of customer service policies and procedures to ensure compliance with industry standards.• Collaborate with both employees and managers to facilitate career advancement and enhance employees' professional growth.• Utilized strong communication and interpersonal skills to build relationships with customers and staff.• Maintained a high level of professionalism and customer service at all times.• Regularly provide reports, including dashboards, that highlight key insights.

• Provide information on all Bank products to existing & potential clients, such as loans, credit cards, Accounts, etc.• Sell Bank products and services and generate service opportunities.• Provide potential clients with general info about the loan amount they might be able to be given, its monthly payment, needed papers, etc.• Resolve customers complaints either on spot or to escalate it to the concerned Department or branch.