Binita Upadhyay

• Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
• Implemented processes that simplified procedures and reduced average processing time.
• Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
• Assessed risks associated with various projects, implementing mitigation strategies to protect company interests.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Managed cross-functional teams for the successful completion of projects within budget and timeline constraints.

• Review and prepare report and log data based customer portfolio for administrative purposes
• Identity client needs and recommend optimal products and solutions.
• Implement strategies to increase customer satisfaction and engagement.
• Analyses based on current products and campaign, coordinate with product owner and client services team. Provide feedback, obtain information and implement work process based on evaluation and information secured.
• Mentor and supervise junior staff to improve productivity, performance and job satisfaction and meet KPI.
• Identify customers issues with signs of security concerns and escalate accordingly.
• Connect with customers via inbound calls, email, live chat address queries on various banking products including wealth management, investment, insurance, personal banking, digital banking and unsecured lending.
• Provide product and price information to customers.
• Manage customer relations through various interactions channels. Prepare reports based on daily interaction.
• Identify customer needs and wants to enhance customer experiences and boost sales.
• Mentor junior staff on customer service strategies and techniques.
• Monitor customer service metrics and key performance indicators to identify areas of opportunity for service improvement.
• Record daily surveys, sales log, service request and interaction activities to ensure documentation process is complete and in compliance with minimum standards and service level agreement.
• Managed a diverse client portfolio, providing tailored wealth management, investment, and banking solutions.
  ▪ Increased sales and customer satisfaction by implementing strategic marketing and engagement initiatives.
  ▪ Provided multi-channel customer support (inbound calls, email, live chat) for wealth management, digital banking, and unsecured lending products.
  ▪ Prepared sales reports and customer interaction analytics to guide strategic decisions.

• Made outbound telephone calls from interested customers to persuasively discuss offerings.
• Overcame objections using friendly, persuasive strategies.
• Process loans and unsecured credit applications based on customer eligibility.
• Recorded contact information of customers and potential customers in internal database.

• Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
• Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations.
• Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
• Boosted sales through effective collaboration with store staff to promote products in high-traffic areas.
• Showed understanding of customer's personal style and preferences when offering product advice.
• Communicated product information with confidence and educated consumers about company.
• Educated consumers about product benefits, leading to increased interest and sales conversions.
• Drove customer engagement by creating interactive activities that showcased the unique features of promoted products.
• Maintained detailed records of promotional activities, results achieved, and areas for improvement to inform future campaigns.

• Developed customized lesson plans addressing the specific needs of individual trainees or groups.
• Improved trainees'' pronunciation and accent by implementing personalized coaching techniques.
• Conducted comprehensive assessments to identify areas of improvement in trainees'' communication skills.
• Initiated partnerships with external organizations to expand professional development opportunities for trainers.
• Established a supportive learning environment that encouraged open discussions and questions from participants.
• Utilized various teaching methods such as role-play, simulations, and storytelling for enhanced comprehension of language concepts.
• Delivered presentations at conferences showcasing innovative training methodologies adopted within the organization's curriculum.
• Managed scheduling and logistics for all training sessions, ensuring smooth operations within the department.
• Introduced creative teaching tools like audio-visual aids to enrich learning experiences while retaining learner interest.
• Designed engaging activities focusing on intonation, stress patterns, and rhythm for improved verbal communication.
• Tracked progress of each participant through regular evaluations and modified instructional approaches accordingly for optimal results.
• Boosted trainee confidence in public speaking through targeted feedback and constructive criticism.
• Increased overall trainee satisfaction by constantly updating course materials based on feedback and industry trends.
• Fostered a positive work culture among colleagues by organizing team-building events and celebrating achievements.
• Enhanced training modules for heightened voice clarity and fluency in speech.
• Collaborated with fellow trainers, sharing best practices and refining training approaches.
• Mentored struggling students with individualized approach to enhance learning.

• Built strong relationships with clients through consistent communication and exceptional customer service.
• Assisted clients in navigating complex financial topics, making informed decisions about their futures.
• Established a solid referral network through active participation in industry events and professional associations.
• Increased client satisfaction by providing accurate and timely financial advice tailored to individual needs.
• Maintained up-to-date knowledge of regulatory requirements, keeping clients compliant while maximizing returns.
• Streamlined financial planning processes for improved efficiency and effectiveness in advising clients.
• Consistently met or exceeded sales targets by effectively promoting company''s financial products and services.
• Maintained updated records of all financial transactions to support traceability.
• Developed and maintained database of financial records for clients with strong knowledge of multiple products and varying levels of benefits within each product. Discussed financial options with clients and provided suggestions. Responded to customer questions and concerns or escalated to supervisor for

resolution. Identified customer financial service needs

Boosted financial service sales by using cross-selling,

Documented customer interactions

and relationships using CRM system.