Summary
Overview
Work History
Education
Timeline
Generic

Jaya Prinja

Toronto,ON

Summary

Dedicated MBA professional with over 10 years of experience in Government sector with Excellent verbal and written communication skills, active listening skills, problem solving, critical thinking, specializing in situation analysis, action taking, maintaining calm and composure while taking action and reporting. Proven ability to collaborate with cross-functional teams and working in diverse, fast paced environment, working under pressure, while remaining flexible, proactive, resourceful, efficient, multitask ,prioritize and demonstrating a high level of professionalism. Receptive to feedback and adaptable. Excellent computer skills including Apple iOS, Microsoft Word, Excel, Outlook, Google suite, Peoplesoft software, Finacle including CRM and various complex computer aided systems. Committed to continuous learning and skill building.

Overview

8
8
years of professional experience

Work History

Senior Manager

Government Sector
05.2023 - 09.2024
  • Responsible on the front line for customer satisfaction, problem solving, being hospitable, analytical in difficult situations
  • Delivered the highest standards of customer service to over 3000 active customers and even worked on holidays as and when required
  • Managed customer problems and complaints by active listening, remaining calm and respectful under stressful situations, fostered customer relationships using strong communication skills, problem-solving abilities and critical thinking
  • Escalated issues to appropriate teams for quick resolution and coordinated response to customer problems at the earliest
  • Coordinated and prioritised multiple concurrent customer service calls for different bank services and delegated tasks to team members as required for faster delivery of services
  • Evaluated real-time customer issues and situations and used critical assessment to present multiple options for addressing problems by offering tailor made solutions within organisational guidelines and recommendations with mutual satisfaction through personalised communication including in person interactions, or through phone, messaging, live chat and emails for faster and timely delivery of services
  • Responsible for maintaining the document management system, typing at 40 words per minute with 90 percent accuracy
  • Helped document ways of working, best practices, and the norms of service as requested by senior management
  • Demonstrated ability to acquire, interpret and apply knowledge of various relevant policies, practices and processes as required

Human Resources and Vigilance Head

Government Sector
05.2022 - 04.2023
  • Developed strong relationships with operations teams implementing process improvements that led to a reduction in employee grievances by 80% using patience, empathy, and assertiveness to effectively communicate with employees and maintain control of a situation or call while calming the employees
  • Encouraged my team of three people by fostering teamwork to achieve process improvements
  • Acted as a people partner and resource to managers, providing guidance, support and managed employee issues using appropriate communication techniques and escalated issues as and when required for faster resolving
  • Proficient in using computer aided systems like HRMS (Human Resource Management System)
  • Also worked as head of Vigilance department and responsible for maintaining confidentiality of disciplinary actions against erring employees and also adhered to disciplinary matter timelines
  • Also responsible for compliance of internal audit and vigilance related inspection of branches in a time bound manner
  • Proven ability to multitask with ease, respond to high pressure and stressful situations while remaining calm and adhering to policies, processes and guidelines

Branch Manager

Government Sector
07.2020 - 04.2022
  • Worked as bank’s local brand ambassador during highly stressful Covid-19 epidemic time and supervised a team of five people to deliver excellent customer service while maintaining proper social distancing, government protocols
  • Managed a team of five people using teamwork skills, collaborating with team in the fast paced and critical incident environment
  • Demonstrated professional judgement to assess 'real-time' Covid-19 emergency situation in the second wave of the epidemic and deployed appropriate assistance to customers while adhering to health protocols and guidelines
  • Increased branch business equivalent to 5.5 million CAD in spite of Covid-19 emergency by paying attention to Customer service and also achieved a remarkable 25% growth in business through effective retail lending and strategic planning using strong analytical and effective inter-personal skills (verbal and written), listening skills
  • Demonstrated resilience in workplace by maintaining positive approach, calm, flexible and organised even under pressure during Covid-19
  • Proficient in Computer systems: Supervised the transition of computer software systems, ensuring seamless operations during the upgrade from Finacle 7 to Finacle 10
  • Used CRM to manage customers, opportunities, and accounts, maintained and updated the ERP system based on customer requests and provided training to my team as well as customers on how to use our software and applications
  • During Work from Home, used effective listening skills in a non-visual environment to understand, receive and discuss information from customers on call

Recovery Manager

Government Sector
06.2018 - 06.2020
  • Responsible for maintaining and updating a data base of 4000 accounts in Microsoft Excel, using NPA Tracker tools and computer based telecommunication applications
  • Responsible for regular follow up with 103 branch heads on call and used memory recall skills for monitoring recovery actions like filing of law suits, initiation of compromises in eligible cases
  • Used excellent written skills to update database, prepare reports and respond to daily requests for information
  • Reported daily cash recovery data to Superiors and devised strategies to increase profitability of the bank through timely submission of claims in government guaranteed accounts, taking possession of vehicles, properties mortgaged to the bank vide appropriate methods as prescribed by the bank and holding auctions through advertising agencies

Customer Relationship Officer

Government Sector
02.2017 - 05.2018
  • Enhanced customer satisfaction through effective communication strategies and diligent follow-ups that increased customer deposits by 30%
  • Demonstrated empathy, patience and assertiveness with customers and callers and maintained control of call while remaining calm
  • Managed sensitive information related to customer accounts in Complex computer system, ensuring accuracy of data entry while maintaining confidentiality in documentation

Education

MBA -

Panjab University
Chandigarh
06.2013

Timeline

Senior Manager

Government Sector
05.2023 - 09.2024

Human Resources and Vigilance Head

Government Sector
05.2022 - 04.2023

Branch Manager

Government Sector
07.2020 - 04.2022

Recovery Manager

Government Sector
06.2018 - 06.2020

Customer Relationship Officer

Government Sector
02.2017 - 05.2018

MBA -

Panjab University

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Jaya Prinja