Sanket Modi Email & Phone Number

Hamilton, ON, CA

Hamilton, Ontario, Canada

• Provide personalized financial advice on Mutual Funds, RRSPs, and TFSAs, enhancing client financial confidence.
• Act as a liaison for frontline staff, effectively resolving customer issues while ensuring compliance with regulatory standards.
• Consistently achieve and exceed service level agreements (SLAs) and productivity targets through meticulous attention to detail and process improvement initiatives.

Hamilton, Ontario, Canada

• Engaged clients in their day-to-day financial needs and facilitated transactions, ensuring high levels of customer satisfaction.
• Supported transaction processing and critical issue resolution, contributing to operational excellence and identifying opportunities for process improvements.

Hamilton, Ontario, Canada

• Managed a team of 15-20 client experience associates, driving exceptional client experiences through performance management, while consistently meeting output goals and quality metrics.
• Developed and implemented action plans, achieving KPIs and SLAs while enhancing team capabilities.
• Delivered performance evaluations for team members and ensured high-quality completion of delegated assignments to drive team success.
• Improved team performance metrics by 25% through effective coaching and the implementation of action plans.
• Successfully led a team that resolved 90% of client escalations on the first contact.

Hamilton, Ontario, Canada

• Mediated customer cases through effective questioning and research, increasing client satisfaction and retention.
• Assisted in team management and performance during the absence of the team leader.

Mumbai, Maharashtra, India

• Oversaw daily operations of CITI Bank N.A credit card services, ensuring motivation and high service levels among team members.
• Conducted performance reviews and feedback sessions to facilitate team development.
• Designed and delivered comprehensive technical training programs for new hires, ensuring a thorough understanding of end-to-end process flows and operational standards.
• Conducted training sessions that increased new hire performance metrics by 40% within the first three months.
• Prepared and delivered management information system (MIS) reports, effectively communicating performance data to stakeholders.

Mumbai, Maharashtra, India

• Handled customer requests related to payment escalations and reward adjustments across multiple channels, including phone, email, and chat.
• Managed accounts for co-branded credit cards affiliated with CITI, such as Home Depot and Shell, ensuring high levels of customer satisfaction and compliance.

Masters Of Commerce, Accounting And Finance

Master'S Degree, Accounting And Finance

Bachelor Of Commerce - Bcom, Accounting And Finance