Aishni Gupta
Laval,QC
Summary
Known for being detail-focused and customer-oriented, bringing deep understanding of financial products and services. Well-versed in credit card regulations and proficient in data analysis and customer service. Committed to enhancing customer satisfaction and driving financial solutions.
Overview
6
6
years of professional experience
Work History
Bilingual Credit Card Specialist
Bank of Montreal
06.2024 - Current
- Fielded approximately 40 incoming customer calls per day to deliver high-quality solutions.
- Achieved everyday sales goal and weekly targets.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
- Analyzed customer feedback data to identify areas for improvement, implementing changes as needed to enhance the overall client experience.
- Maintained strong working knowledge of relevant regulatory requirements affecting the credit card industry, ensuring ongoing compliance within operations.
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
- Maximized revenues by identifying opportunities for up-selling and cross-selling additional financial products to existing clients.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
Customer Service Representative
Bank of Montreal
06.2022 - 06.2024
- Delivered exceptional customer service by identifying banking needs and offering tailored financial solutions
- Collaborated with branch teams to enhance the overall customer experience and contribute to business results.
- Engaged customers in needs-based conversations and referred them to specialized BMO partners
- Guided customers on using digital and self-serve banking tools, simplifying processes for better accessibility and convenience
- Handled cash transactions, inventory management, and escalated service requests, ensuring seamless operations while adhering to regulatory standards and safeguarding customer privacy
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Cards Business / Operations officer
Absa Bank Ltd
02.2019 - 11.2021
- Verified card production reports, ensuring accuracy and handling card replacement data capture
- Managed Power card transactions, processed payments for deferred merchants, and onboarded new merchants
- Addressed branch queries related to cards and PINs, providing prompt replies and analyzing declined transactions
- Implemented key performance indicators to monitor progress towards organizational goals and identify areas for improvement.
- Ensured compliance with all relevant regulatory requirements while maintaining a robust internal control framework designed to prevent fraud or misconduct incidents from occurring within the workplace.
- Facilitated staff training programs to continuously develop team competencies and enhance overall performance levels within the organization.
Education
Post Graduate Business Management -
Selkirk College
Castlegar, British Columbia04.2024
Bachelor in Commerce - Banking and Finance
Curtin University
Mauritius04.2024
Skills
- Customer Service
- Sales
- Digital Proficiency
- Collaboration and Teamwork
- Problem Solving
- Regulatory Compliance
- Financial literacy
- Multitasking
Languages
English
Native or Bilingual
French
Native or Bilingual
Hindi
Professional Working
Timeline
Bilingual Credit Card Specialist
Bank of Montreal
06.2024 - Current
Customer Service Representative
Bank of Montreal
06.2022 - 06.2024
Cards Business / Operations officer
Absa Bank Ltd
02.2019 - 11.2021
Post Graduate Business Management -
Selkirk College
Bachelor in Commerce - Banking and Finance
Curtin University
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