SULAGNA Dalal CHATTERJEE
Mississauga,Canada
Summary
Dedicated and results-driven customer service professional with extensive experience in managing customer relationships, driving satisfaction, and leading service-focused teams. Proven expertise in streamlining customer support operations, improving service quality, and ensuring compliance with company policies. Skilled in cross-functional team leadership, process optimization, and delivering an exceptional customer experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Axis Bank Ltd.
09.2021 - 10.2024
- Delivered exceptional service to a diverse client base, managing customer inquiries, complaints, and escalations effectively
- Maintained customer loyalty by providing tailored banking solutions and consistently exceeding expectations
- Led a team in achieving service goals and driving cross-sell opportunities for financial products
Customer Service & Administrative Roles
Kariwala Industries Ltd.
05.2006 - 02.2008
- Provided personalized customer support and addressed service inquiries with professionalism
- Handled cash transactions and ensured smooth administrative operations
Branch Operations & Customer Service Manager
Kotak Mahindra Bank
12.2017 - 08.2021
- Directed all branch operations with a focus on providing top-notch customer service
- Resolved complex customer concerns and ensured service delivery aligned with organizational standards
- Conducted team training to enhance service quality and compliance
Customer Service & Operations Manager
HDFC Bank
01.2013 - 12.2017
- Managed customer portfolios and provided guidance on banking solutions, ensuring a seamless experience
- Supervised teller operations and service desks, improving customer satisfaction scores consistently
- Addressed regulatory and legal notices with prompt and effective solutions
Lead Teller/Operations Head (Assistant Branch Manager Trainee)
JP Morgan Chase Bank
01.2010 - 12.2012
- Delivered exemplary customer service, managed escalations, and drove customer-focused initiatives
- Conducted service audits and led sales presentations to improve branch performance
Customer Service & Administrative Roles
Sears Holdings
02.2008 - 05.2011
- Provided personalized customer support and addressed service inquiries with professionalism
- Handled cash transactions and ensured smooth administrative operations
Education
B.A. (Hons.) -
Calcutta University
01.2006
Class XII -
Barisha High School
01.2003
Class X -
Vivekananda Mission School
01.2001
Skills
- Customer Relationship Management
- Team Leadership & Development
- Operational Excellence
- Cross-Selling & Service Promotion
- Process Improvement
- Customer service
- Customer focused
- Microsoft outlook, word, and Excel
- Customer relations
- Cash handling
- Customer relationship management (CRM)
Languages
English
Native or Bilingual
Bengali
Native or Bilingual
Hindi
Native or Bilingual
Certification
- IRDA (Insurance Regulatory and Development Authority of India)
- NISM Series VI (National Institute of Securities Markets)
- NISM Series V-A (Mutual Fund Distributors Certification Examination)
Accomplishments
- Recognized for exceptional customer service and operational efficiency, achieving multiple accolades for performance excellence.
- Successfully improved customer satisfaction ratings through strategic service improvements and team training.
Hobbies and Interests
- Traveling
- Singing
Timeline
Customer Service Manager
Axis Bank Ltd.
09.2021 - 10.2024
Branch Operations & Customer Service Manager
Kotak Mahindra Bank
12.2017 - 08.2021
Customer Service & Operations Manager
HDFC Bank
01.2013 - 12.2017
Lead Teller/Operations Head (Assistant Branch Manager Trainee)
JP Morgan Chase Bank
01.2010 - 12.2012
Customer Service & Administrative Roles
Sears Holdings
02.2008 - 05.2011
Customer Service & Administrative Roles
Kariwala Industries Ltd.
05.2006 - 02.2008
B.A. (Hons.) -
Calcutta University
Class XII -
Barisha High School
Class X -
Vivekananda Mission School
- IRDA (Insurance Regulatory and Development Authority of India)
- NISM Series VI (National Institute of Securities Markets)
- NISM Series V-A (Mutual Fund Distributors Certification Examination)
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