CRM
Nidhi Vyas
Kamloops,BC
Summary
Second Year Post Baccalaureate CO – OP student. A process oriented and result-focused professional with 10 years of experience in Banking, Finance, Business and marketing with a robust knowledge, transferable and technical skills in providing exemplary customer service and administration. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Customer Care Representative
Flex shift for Panasonic (Costco)
02.2024
- Assisting clients in product understanding
- Inventory management and restocking kiosk
- Efficiently query resolution of customers
- Demonstrating product to prospective clients
- Successfully made sale of $5000 in week.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels
- Continuously sought self-improvement opportunities through ongoing education and professional development programs related to field of customer care
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
Inventory Associate
WIS International
01.2023 - 06.2023
- Performed audit inventory at minimum of 4 retail stores/week
- Contributed to the successful integration of merged inventory systems following a company acquisition, ensuring accurate tracking and reporting of combined stock levels
- Actively participated in continuous improvement initiatives aimed at enhancing overall warehouse efficiency, sharing insights from extensive experience as an Inventory Associate
- Conducted thorough audits of current stock levels to identify obsolete or slow-moving items, recommending appropriate actions such as markdowns or write-offs based on findings
Recruitment& Development Manager
Kotak Mahindra Ltd
06.2020 - 12.2022
- Handling team of 12 employees and guiding recruitment and operational processes to reduce error rate by 35%
- Supervising daily activities of Branch Sales Team
- Managing customer relationships that increased company sales and customer retention by 48% and 95% respectively
- Providing administrative support to executives and team members, including scheduling meetings, and making travel arrangements
- Coordinating office events, including conferences, seminars, and team building activities
- Screening incoming calls, emails, correspondence, and handling inquiries
- File and organize documents, both electronic and physical, ensuring efficient retrieval
- Assisting with special projects and initiatives, such as organizing product training sessions and process improvement sessions
- Serve as liaison between internal departments and external stakeholders, ensuring effective communication and collaboration
- Manage client database to ensure data integrity and uphold quality assurance standards
- Deliver ahead of deadlines to meet client needs and expectation.
- Responsible for onboarding of newly recruited advisors.
- Streamlined communication channels between departments by introducing collaborative tools such as issue trackers and shared repositories
- Championed a culture of innovation within the development team by encouraging experimentation with new technologies or approaches to problem solving
- Coordinated product releases by collaborating closely with marketing, sales, and support teams to maximize impact in the market
Customer Relationship Manager
L & T Investment Manager
05.2015 - 05.2020
- Facilitated communications and collaborated with sales team to enhance customer satisfaction by 48%
- Developing and implementing service initiatives and documenting customer Interaction.
- Provided general office support, including answering phones and greeting visitors
- Prepare and send daily transactions to registrar for processing.
- Created detailed client profiles within CRM system, enabling tailored approaches when recommending products or services based on specific needs
- Collaborated with marketing teams to create targeted campaigns aimed at increasing brand awareness among existing customers
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in timely manner
Relationship Manager- Retail Banking
HDFC Bank Ltd
08.2010 - 12.2010
- Cross selling of various third-party products like gold coins, mutual fund, fixed deposits, opening accounts and selling insurance
- Handling payment and receipts for outward and inward remittance
- Adherence to AML and KYC guidelines
- Handling approx. 70 online and offline form filling and documentation for various investment platforms and ensuring that investor instructions are correctly executed
- Efficiently utilizing software and systems to manage various tasks including processing trades, reconciling accounts, and generating reports
- Building and maintaining strong relationships with prospective and existing clients
- Identifying clients' needs and requirements and proposing suitable products.
- Organized regular events to foster community engagement among clients, solidifying existing relationships and attracting new business prospects
- Collaborated with cross-functional teams for seamless management of high-profile accounts, resulting in improved customer satisfaction
Relationship Manager
Reliance Nippon Asset Management
06.2006 - 07.2010
- Relationship Management for private banking, IFA and corporate
- Conducting financial literacy programs for women empowerment
- Achieved 100% targets YOY basis capturing largest market share among 9 AMCs
- Organizing and imparting training to bank employees
- Organizing events for product launches including venue and menu finalizing for national speakers
- Handling 50 corporates, stockbrokers, handicraft exporters, and HNI businessmen
- Responsible for achieving equity, debt targets from 12 private banks with 20 branches
- Business generation from 12 PSU banks with 30 Branches
- Hiring trainees from colleges, imparting them training for existing products and NFO
- Team handling of 50 national distributors and individual financial advisors
- Running investor awareness programs for Northwestern Railway and other govt and private organizations.
- Played a crucial role in retaining valuable clients during periods of market volatility by addressing concerns proactively and providing expert guidance on portfolio adjustments
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process
- Spearheaded initiatives aimed at improving internal processes, leading to greater efficiency in relationship management tasks
Client Service Representative
Reliance Nippon Asset Management
12.2004 - 05.2006
- Empaneled 250 financial advisors in month which was 200% of assigned target
- Effective customer complaint resolution using CRM and following escalation matrix
- Providing timely and accurate responses over call and emails to internal and external clients
- Adhering to company processes and maintaining work ethics, integrity, and confidentiality
- Maintained branch inventory and organized restocking necessary
- Reporting financial and non- financial transactions
- Training new employees with operational processes
- Developed and implemented marketing and sales strategies to expand financial services business
- Lead department planning and strategy meetings
- Sending newsletter, fund performance reports and market comparison chart, NAV reports
- Reporting Liquid, ultra short term, debt, and equity transactions of substantial high amount
- Mentored teams across multiple branches, fostering collaboration and teamwork towards organizational goal
- Monitoring daily dispatch of approx
- 150 parcels of marketing material and collateral
- Depositing about 800 postdated cheques/month to bank for clearing
- Data entry, maintaining excel, scanning, uploading, photocopying, and drafting of 50 applications daily including purchase, switch, and redemption with accuracy.
Education
Post Baccalaureate in Marketing -
Thompson River University
Kamloops, BC 01.2022 - 05.2024
Post Graduation Diploma in Business Administration -
Symbiosis Centre For Distance Learning
India 06.2012 - 05.2014
Bachelor of Computer Application - Computer Applications
Makhan Lal Chaturvedi University
India 06.2002 - 05.2005
Skills
Problem-solving
Attention to details
Multitasking
Analytical skills
Active listening
Professionalism
People-first attitude
Conflict resolution
Honesty
Leadership
Customer relationship management
Determination
Empathetic
Positive attitude
Adaptability
Problem-solving
Certification
Investment funds in Canada (IFC) pursuing
Accomplishments
- Promoted within a year of joining Kotak Mahindra Ltd
- Promoted to Relationship Manager within 15 months at Reliance Nippon Mutual Fund.
- Winner of trophy for highest empanelment of channel partners across the region.
- Awarded as best employee for maintaining the integrity of mutual fund, critical operations and ensuring a positive experience for investors.
Volunteer Experience
Overlander Extended Care, Kamloops, BC, 12/01/23, Present
Timeline
Customer Care Representative
Flex shift for Panasonic (Costco)
02.2024
Inventory Associate
WIS International
01.2023 - 06.2023
Post Baccalaureate in Marketing -
Thompson River University
01.2022 - 05.2024
Recruitment& Development Manager
Kotak Mahindra Ltd
06.2020 - 12.2022
Customer Relationship Manager
L & T Investment Manager
05.2015 - 05.2020
Post Graduation Diploma in Business Administration -
Symbiosis Centre For Distance Learning
06.2012 - 05.2014
Relationship Manager- Retail Banking
HDFC Bank Ltd
08.2010 - 12.2010
Relationship Manager
Reliance Nippon Asset Management
06.2006 - 07.2010
Client Service Representative
Reliance Nippon Asset Management
12.2004 - 05.2006
Bachelor of Computer Application - Computer Applications
Makhan Lal Chaturvedi University
06.2002 - 05.2005
Software
Lotus Notes
Outlook Express
Microsoft Office
CANVA