Utsavi Awasthi
Victoria,BC
Summary
Results-oriented customer service professional recognized for exceptional customer satisfaction ratings, prompt resolutions, and consistent availability. Strategic and persuasive with several years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to solve problems and achieve positive outcomes creatively.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr. Customer Service Representative (CSR)
CIBC
01.2025 - Current
- Ensured smooth operations by supporting daily office functions effectively.
- Delivered exceptional customer service to diverse clients, fostering strong relationships.
- Managed CRM leads and scheduled client appointments for investment meetings.
- Conducted outbound calls to active leads, boosting branch revenue.
- Processed deposits, withdrawals, fund transfers, and account updates with precision.
- Maintained thorough documentation in compliance with banking regulations.
- Responded promptly to client inquiries via email and phone professionally.
- Trained new employees on customer service best practices, enhancing team performance.
Customer Service Representative (CSR)
CIBC
09.2024 - 01.2025
- Ensured strict adherence to AML policies and internal operational standards.
- Facilitated daily financial transactions, including deposits, withdrawals, and fund transfers, maintaining accuracy.
- Achieved or surpassed monthly cross-sell and referral targets for CIBC's financial products and services.
- Drove client transition to digital banking platforms, enhancing adoption of online and mobile banking tools.
Sales Associate
Rogers Communication Inc
04.2023 - 12.2024
- Actively listened to customer needs to provide tailored product recommendations.
- Demonstrated comprehensive knowledge of Rogers' offerings to effectively educate customers.
- Assisted with account inquiries and processed bill payments efficiently.
- Resolved customer concerns promptly and professionally, enhancing satisfaction.
- Sold Rogers credit card and payment solutions for phone financing.
- Cross-sold phone insurance to safeguard devices from theft and damage.
- Maintained organized store environment, ensuring appealing product displays and signage.
- Ensured inventory accuracy through diligent management tasks as needed.
Assistant Sales Manager Corporate Banking
American Express Banking Corp.
08.2016 - 12.2022
- Managed expense reports with high financial accuracy.
- Developed efficient filing and documentation systems.
- Coordinated complex travel arrangements and logistics.
- Served as primary communication liaison among executives and departments.
- Assisted customers with account openings and transactions, ensuring satisfaction.
- Identified and reported suspicious activities to prevent fraud.
- Educated customers on digital banking tools to promote online adoption.
- Adhered to regulatory requirements, maintaining security of customer information.
Senior Marketing Consultant
Nearbuy India Pvt Ltd (Groupon India Pvt Ltd)
08.2013 - 07.2016
- Identification of Prospective Clients and Business Development of the Health and wellness category in the entire city area.
- Manage and drive the growth of offline sellers by onboarding them on an online platform for their services.
- Preparing proposals & developing effective end-to-end marketing solutions, which helped merchants grow their businesses.
- Presenting creative business Ideas & solutions to the client, along with competitive marketing proposals to close the deals.
- Active mentor of Clients for marketing, branding, and positioning their products & services in the market to grow their business.
- Handling the complete Life cycle of the Service, from submitting the deal over the Salesforce platform to its successful usage by the end user from the market. Monitoring each step till it becomes successful.
- India
Deputy Manager (Corporate Sales)
INFO EDGE (India) Ltd (Naukri.com)
12.2011 - 07.2013
- Onboarded new businesses while enhancing relationships with existing clients for increased profitability.
- Managed client relationships, prioritizing customer satisfaction to strengthen organizational ties.
- Delivered end-to-end e-recruitment and branding solutions for corporate clients.
- Utilized ERP software for service activation and process optimization.
Education
Master in Global Management -
Royal Roads University
12.2024
Post Graduation Diploma in Management -
IGNOU University
12.2011
Bachelor of Business Administration -
S.P. University
04.2009
Skills
- Business development understanding
- Client onboarding
- Problem solving
- Effective communication
- Team collaboration
- Time management
- Cross-selling strategies
- Complaint resolution
- Account management
- Banking operations
Certification
Investment funds in Canada (IFC)
Timeline
Sr. Customer Service Representative (CSR)
CIBC
01.2025 - Current
Customer Service Representative (CSR)
CIBC
09.2024 - 01.2025
Sales Associate
Rogers Communication Inc
04.2023 - 12.2024
Assistant Sales Manager Corporate Banking
American Express Banking Corp.
08.2016 - 12.2022
Senior Marketing Consultant
Nearbuy India Pvt Ltd (Groupon India Pvt Ltd)
08.2013 - 07.2016
Deputy Manager (Corporate Sales)
INFO EDGE (India) Ltd (Naukri.com)
12.2011 - 07.2013
Master in Global Management -
Royal Roads University
Post Graduation Diploma in Management -
IGNOU University
Bachelor of Business Administration -
S.P. University