Shashank Sharma Mob: 919871429395

Email ID: shashank14A@gmail.com

A competent professional with significant functional experience in banking sector, seeking a career in a
challenging and dynamic environment and use my expertise and experience for the growth of the working
environment.

Professional Snapshot
* With 5+ years of verifiable track record in *

Retail & Preferred Banking Floor Management Phone Banking

Operations
HNWI Client Management MIS Reporting Cards & Mortgages Business
Service Quality Management Content Management Product Training
Customer Service Query Handling Compliance & Adherence

• An astute performer with proven expertise in retail and preferred banking across different product
verticals like, Liabilities, Cards and Mortgages business.

• Currently designated as Senior Officer with Citibank.

• Extensive experience in Phone Bnaking operations, Floor Managemnt, Escalation Handling,Call

Evaluations, Quality Review, Process Audit, RBI guidelines, KYC norms, CIPP guidelines, AML norms
and other different regulatory norms.

• Skilled in steering proactive engagements to ensure high customer satisfaction and a strong
understanding of operational excellence.

• Insightful exposure to various facets of banking services, CTS & FCY Clearing, Interbank transfers of
NEFT & RTGS, Mutual fund and Demat transactions, Bonds, Deposits, Drafts, Remittance, Doorstep
services to HNWI Clients, Bill payments, Write Offs, Disputes, BTQ Limits, TDS & Interest calculations,
etc.

• Possess excellent communication skills that have been honed through interacting with people at
various levels.

• A stickler for quality, team builder to the core and a natural motivator with perseverance and
integrity.

• Strong planning and execution skills along with a systematic approach.

CAREER PATH

CITIBANK N.A. Aug ’06 – Till Date

Senior Officer

IDBI Bank Jun ’05 – May’06

Team Leader

ICICI Prudential Nov’03 – Mar’05

Advisor

KEY ACCOMPLISHMENTS

• Managed the Floor,Critical team parameters, unit Compliance, Adherence and team trainings for 18
months as Back up Supoervisor Liabilities unit, North India.
• Managed a Team of 8 – 10 Field Executives in IDBI Bank for Marketing and Sales of Mortgage
Products.
 • Successfully introduced new processes and quality tools for better work place management like
devising formula for Adherence mapping, Pivot Table use for tracking compliance per agent on daily
basis.
• Cross trained the complete batch in banking product, Batch comprised of trainees from different departments like, service
quality management and cards inbound, subject matter expert team and few supervisors.
• Awarded the F1 star of quarter for the second Quarter 2009" in the Team Liabilities for providing excellent customer service
and 100% case closures within turnaround time.
ROLES AND RESPONSIBILITIES

Retail and Phone Banking Operations

• Worked as Back up Supervisor for Liabilities unit, handled escalation and Floor manangement responsibilities, responsible for
team performance on key parameters like AHT, Call Evaluations, Quality Reviews, Training and Process Updates, etc.
• Assisted Liabilities customers on their relationship with bank, assisting customers for different transactions on their bank
accounts like Interbank Transfers of NEFT & RTGS, Draft processing, Mutual fund account management, Stock transaction
processing, Remittance & FIRC, Local & FCY Clearing, Assigning Btq Limits, Deposits, Tds & Interest calculations,
• Assisted Priority Cards customers on their relationship with bank, assisting customers for disputes, card blocking,
authorizations, bill payments, write offs, cibil queries, maintenance of card for foreign travel, schedule of charges, late payment
and interest fees, etc.
• Responsible for providing overdraft to the corporate customers, does the account review and checked the company profile,
follow the checklist for providing overdraft, follow up with customer throughout the process of overdraft application and line
amount setting in customer account.
• Supported and undertook the responsibility of query handling process across all the customer segment of Liabilities. Ensured
all the case logs registered by different agents gets resolved and closed within turnaround time and report the pending cases in
daily MIS with details of action taken to senior officials.
• Took Initiative to promote the unit sales across all the products offered from bank.

Content Management & Service Quality Management

• Manages the overall content on the Internal referral portal of bank, portal accessed by all the branches, customer service,
operations and support units, deploying the new product and process changes on the portal in time for referral to different
access channels across India, updating daily files across different product segments pertaining to NR & Domestic customers.
• Review the First Contact case logs across products and across locations and evaluates the efficiency of process on different
parameters through different sampling modes, ensure non adherence is being highlighted and feedback is shared with agents,
and publish the process efficiency on fortnight basis.

Client Management

• Adept at effectively servicing the HNWI customers and resolving their queries.
• Pivotal in providing excellent regular customer service like attending & resolving their general / specific queries. Handled
Escalations, provided the amicable solution to customer and ensured to resolve and close the query on priority.
• On all problem incidences, ensured the cases are highlighted to ops unit, being rectified resolved by ops and closed.

ACADEMIC PROFILE

Master of Business Administration ICFAI University, Tripura Pursuing

Bachelor of Science CCS University, Meerut 57%
XIIth CBSE Board 72%
Xth CBSE Board 64%

COMPUTER PROFICIENCY

Proficient with Windows XP, MS Word, PowerPoint, MS Excel & Banking software: TELNET & PUTTY

PERSONAL PARTICULARS
Date of Birth: 14th June 1985
Languages Known: English, Hindi
Interests: Ocean Currents, Newspaper Reading, Swimming, Traveling
Address: Room No. 8, Second Floor, House No. 18, Jia Sarai, New Delhi-110016