London, Ontario, Canada
A result oriented professional MBA with a Bachelors in Business Administration. Experienced in commercial banking and client relationships, with a proven track record of 8 years handling and managing retail and SME clients, marketing new products, meeting sales targets and creating effective service value to the customer base. I like to describe myself as a friendly, dedicated, responsible, hardworking and result oriented person having a growth mindset and also strong willingness to learn new techniques and skills to endeavour and excel to every part of life.
• Oversee the overall potential business opportunities from different sources and assign them to the respective team member for initial contact and supervise the routine follow up for increased conversion. • Train and assist new customer representatives in the contact center with the standard operating procedure (SOP) on the inbound & outbound calls, online live chats, unsold traffic. • Supervise and coordinate the daily activities of customer service representatives and monitor their work performance. • Identifying customer needs to schedule sales appointments or service visits in coordination with the appropriate departments. • Submit the periodic KPI report to the management team of all representatives and discuss planning monthly strategic approach from the contact center. • Maintaining accurate and up-to-date records in the dealership’s Customer Relationship Management (CRM) or Dealer Management System (DMS). • Ensured the smooth functioning and proper use of customer service systems and related tools. • Plan and notify customer responses from the marketed campaigns run by the marketing team and streamline the interested customer with gaining preliminary information to the product associates. • Collaborate closely with sales teams to streamline communication of client needs, contributing to an improved customer service experience. • Foster and maintained strong client relationship, ensuring timely follow-ups on inquiries and delivering exceptional customer service to enhance satisfaction.
• Led new customer acquisition through targeted face-to-face marketing, effectively recognizing and addressing client needs to increase business sales. • Trained and supervised a team of sales representatives aligning individual performance goals with business objectives to drive results. • Assigned sales staff to daily duties, monitored attendance and reported on staff productivity and results. • Achieved individual and team sales targets through effective cross-selling and upselling strategies. • Handle any escalated complaints, scheduling/rescheduling timely delivery of service installments and making necessary changes to the service order of self and group with coordination with the solution group • Monitor daily/weekly sales target vs achievement report, attendance and due diligence for the smooth running of the business. • Deliver training programs to enhance product knowledge and sales competencies within team members and build individual performance plan. • Achieve sales targets, monitor team performance, and provided data-driven insights to senior leadership
• Met sales targets (in both numbers and volume) on deposit and lending products by connecting with existing and new customers. Developed individual/team marketing plans and strategies for meeting monthly, quarterly and yearly targets. • Performed underwriting on new/renewal/enhancement credit proposals in line with central bank regulatory directives, banks’ product parameters, country circulars and procedural guidelines. • Mapped the customers’ needs with the bank’s parameters and suggest on facility types for both retail and business clients (revolving/term loans, CAPEX financing/fixed asset refinancing, working capital financing/term loans etc.), suitable repayment modalities, with educating clients on the credit purpose, percentage on financing and standard tariff charges (STC). • Monitored sales performance and drawdown of working capital loans of the business through quarterly inspections and also performed recovery tasks as needed.
• Performed onsite and off-site risk review of country-wide branch offices based on risk asset size, Days past due of credit files, internal and external audit comments etc. • Performed Credit Risk Review of credit files by visiting the branch and reporting key issues to the Chief Credit Officer (CCO). • Reviewed the credit applications and assessed the background of the proposal/borrower, key proposals, borrower’s detail, credit facility limit structure, cross sales detail, terms & conditions along with promoter/ management analysis, financial Analysis and security analysis with proposed deviations/deferrals if any. • Assessed the initiated credit chain, approving credit limit authority and deviation approving authority and made necessary remarks to the branch initiator.