Bhavana Kanwar

Diligently addressed an average of over 150 user tickets daily, ensuring prompt resolution within a strict 1-hour SLA, and maintained an exceptional 96% customer satisfaction rating. Channeled direct user insights to product management, influencing strategic decisions on app user experience enhancements to drive growth loops and boost user activation rates. Enabled accelerated AUM growth through proactive communication strategies and client-focused initiatives, driving portfolio expansion and client profitability. Streamlined ticket resolution process by advocating for team-wide adoption of macros, leading to a 23% reduction in average response time.

Seamlessly managed a high-volume teller counter while assisting colleagues during peak hours, showcasing adaptability and teamwork. Independently researched and self-educated on regulatory compliances and financial best practices, incorporating them into customer conversations to enhance their awareness. Provided expert guidance on banking products and services, and promoted new banking products and services to existing customers, contributing to revenue growth and cross-selling opportunities. Assisted customers in understanding various banking services, helping them navigate account inquiries and resolve issues resulting in improved customer satisfaction and loyalty. Built strong rapport with diverse customers, fostering trust and repeat business through personalized interactions via emails and calls. Collaborated with internal teams to resolve customer issues and improve branch efficiency, coordinating with branch managers, cluster heads, customer support, and other departments. Acted as a primary point of contact for a focused group of customers to ensure prompt resolution of concerns and enhance overall satisfaction. Conducted periodic account reviews to identify opportunities for optimizing banking services and improving overall customer experience. Resolved an average of 20 in-person customer inquiries per day, while maintaining a high level of customer satisfaction. Maintained precise records of all transactions and customer interactions, effectively organizing and managing paperwork for a branch serving 10,000+ customers. Proactively identified customer pain points during transactions and introduced relevant banking solutions to enhance their financial experiences.