Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kirti Likhi

Brampton,ON

Summary

Goal-oriented Customer Service Manager with 10 plus years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Overview

8
8
years of professional experience

Work History

BRANCH MANAGER

JR CANADIAN/VISAPASSPO PVT LTD
LUDHIANA, PUNJAB
01.2019 - 01.2023
  • Maintained friendly and professional customer interactions.
  • Assessed employee performance and developed improvement plans.
  • Resolved various issues impacting sales management and business operations.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Boosted sales and customer loyalty through incentive programs.
  • Engaged employees in business processes with positive motivational techniques.

JEWEL LOAN MANAGER

ICICI BANK LTD
LUDHIANA, PUNJAB
01.2017 - 04.2018
  • Carried out day-to-day duties accurately and efficiently.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Collaborated with team members to achieve target results.
  • Identified issues, analyzed information and provided solutions to problems.
  • Maintained energy and enthusiasm in fast-paced environment.

DEPUTY BRANCH MANAGER

ICICI BANK LTD
LUDHIANA, PUNJAB
01.2016 - 12.2016
  • Advised clients on mortgage, educational and personal loans.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Organized, stocked and maintained the teller window area.
  • Continued education on current banking products and services through online master degree in Finance.
  • Processed quarterly Vault and ATM audits with a zero error rate.
  • Boosted sales and customer loyalty through incentive programs.
  • Resolved various issues impacting sales management and business operations.
  • Assessed employee performance and developed improvement plans.
  • Pulled daily branch reports.
  • Handled various accounting transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Maintained friendly and professional customer interactions.

CUSTOMER SERVICE MANAGER

ICICI BANK LTD
LUDHIANA, PUNJAB
08.2014 - 12.2015
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Processed quarterly Vault and ATM audits with a zero error rate.
  • Handled various accounting transactions.
  • Processed exchange and foreign currency.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Kept accurate records to document customer service actions and discussions.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.

Intern

Nahar Spinning Mills
Ludhiana, Punjab
06.2010 - 08.2010
  • Sorted, organized and maintained files.
  • Provided clerical support, addressing routine and special requirements.
  • Answered and transferred incoming telephone calls, taking messages for various staff members.
  • Completed research, compiled data and assisted in timely reporting.

Education

MBA - BANKING AND FINANCE

SIKKIM MANIPAL UNIVERSITY
KARNATAKA
04.2015

PGDBF - Banking And Finance

ICICI MANIPAL ACADEMY
KARNATAKA
04.2013

BBA - FINANCE

GURU NANAK DEV UNIVERSITY
AMRITSAR
04.2011

Skills

  • Cash handling expertise
  • Advanced clerical knowledge
  • Strong account analysis skills
  • Rapid data entry skills
  • Ledger and balance sheet competency
  • Customer Service
  • MS Office Expertise
  • Accounting systems and software
  • Financial analysis
  • Compliance, banking laws and regulations
  • Goal-oriented
  • Self-sufficient
  • Interdepartmental Collaboration
  • Process Improvement
  • Client Relations and Retention
  • Staff Management

Accomplishments

Team member of Finnacle 7 launching team in India

Proficient experience with MS office Suite (Word Outlook) , · High efficiency,
· Flexibility and solid organizational skills to complete tasks within deadlines.

· Strong analytical and problem-solving skill
· Knowledge in Credit Card, jewel and personal loan · Excellent oral and written communication skills
· Have Prior KYC and AML skills


Timeline

BRANCH MANAGER

JR CANADIAN/VISAPASSPO PVT LTD
01.2019 - 01.2023

JEWEL LOAN MANAGER

ICICI BANK LTD
01.2017 - 04.2018

DEPUTY BRANCH MANAGER

ICICI BANK LTD
01.2016 - 12.2016

CUSTOMER SERVICE MANAGER

ICICI BANK LTD
08.2014 - 12.2015

Intern

Nahar Spinning Mills
06.2010 - 08.2010

MBA - BANKING AND FINANCE

SIKKIM MANIPAL UNIVERSITY

PGDBF - Banking And Finance

ICICI MANIPAL ACADEMY

BBA - FINANCE

GURU NANAK DEV UNIVERSITY

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