Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Languages
Projects And Certifications
Websites
Timeline
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Aayushi Dwivedi

Aayushi Dwivedi

Sydney,Australia

Summary

Results-driven banking professional with over 5 years of experience in the financial services industry, including key roles at ICICI Bank and ICICI Prudential AMC Ltd. Proven expertise in branch operations, client relationship management, and financial product advisory. Skilled in delivering exceptional customer experiences and driving business growth through strategic cross-selling and digital adoption. Strong analytical, time management, and interpersonal skills, with a commitment to compliance, accuracy, and continuous improvement in customer-centric environments.

Overview

6
6
years of professional experience

Work History

Customer Engagement - Relationship Manager

ICICI Prudential AMC Ltd
07.2024 - 01.2025
  • Delivered exceptional customer service by proactively managing daily client interactions and resolving service issues.
  • Identified and addressed customer needs by collaborating with internal stakeholders and specialist teams.
  • Provided first-point resolution for client queries via email and phone, ensuring prompt communication.
  • Led business development by engaging with both new and existing clients through onsite and offsite meetings, contributing to revenue generation and deeper client engagement.
  • Identified customer needs through regular financial analysis and provided product recommendations aligned with current market trends, supporting informed financial decisions.
  • Promoted the adoption of digital banking platforms by educating customers on self-service tools and digital solutions, contributing to enhanced customer convenience and reduced service turnaround times.

Manager, NRI-RM

KOTAK MAHINDRA BANK LTD
01.2023 - 01.2024
  • Ensured quality communication and exemplary customer service while adhering to productivity benchmarks, enhancing overall customer satisfaction.
  • Strengthened client relationships by delivering insightful analyses on market trends, contributing to informed decision-making regarding investments and financial products.
  • Conducted regular portfolio reviews to help clients make informed financial decisions, aligned with market trends.
  • Increased wallet share by identifying cross-selling opportunities and offering tailored financial solutions.
  • Actively tracked client visits to India, facilitating personalised services that enriched customer loyalty and retention rates.
  • Maintained strong product knowledge and understanding of banking operations and compliance.

Service Relationship Manager - Wealth Management

ICICI BANK LTD
04.2019 - 12.2022
  • Managed end-to-end branch operations, ensuring smooth functioning of daily banking activities and compliance with internal policies.
  • Delivered customer-centric service across key retail banking areas, including wealth management, credit cards, loans, and remittances.
  • Supervised frontline staff to maintain operational efficiency and ensure prompt resolution of customer queries and requests.
  • Monitored and improved branch service metrics, focusing on turnaround time, accuracy, and service excellence.
  • Ensured regulatory compliance and KYC accuracy through regular audits and timely documentation updates.
  • Maintained accurate data entry and documentation for client transactions and service requests with strong attention to detail.
  • Managed high volumes of client interactions while ensuring timely resolution, leveraging time and task management skills.
  • Contributed to team goals by coordinating with peers and support teams, ensuring operational efficiency.
  • Prioritized and managed multiple tasks efficiently, demonstrating effective time and workflow management.

Education

Post Graduate Diploma - Banking

Manipal University
Bangalore
07.2019

Bachelor of Commerce - Commerce

Chhatrapati Shahuji Maharaj University
India
06-2016

Skills

  • Customer service
  • Relationship management
  • Financial Acumen
  • Data Entry
  • MS Office proficiency
  • Statistics
  • Banking Operations
  • Microsoft Dynamics 365 CRM
  • Banking sales
  • Decision Making
  • Time management
  • Portfolio Building

Accomplishments

  • Successfully managed operations at a high-volume retail branch, achieving a 98% service level score for three consecutive quarters.
  • Improved customer satisfaction scores by 20% through proactive service delivery and personalized engagement strategies.
  • Consistently exceeded cross-sell targets by identifying client needs and promoting suitable financial products and digital solutions.
  • Achieved 100% compliance in internal audits and KYC documentation through rigorous process monitoring and staff training.
  • Recognized by senior management for leading seamless onboarding of high-net-worth clients with complete adherence to timelines and regulatory requirements.
  • Supported implementation of process improvements in customer servicing workflows, reducing turnaround time by 25%.

Hobbies and Interests

  • Volunteering and Social Impact
  • Content Creation
  • Dancing and ̨Music

Languages

  • English
  • Hindi

Projects And Certifications

  • Naukri Maestro Recruiter Certificate
  • Research Project on Zoho People and Human Resource Information Systems
  • Mutual Fund Distributors Certification Examination (NiSM)
  • Information Technology Training Certificate

Timeline

Customer Engagement - Relationship Manager

ICICI Prudential AMC Ltd
07.2024 - 01.2025

Manager, NRI-RM

KOTAK MAHINDRA BANK LTD
01.2023 - 01.2024

Service Relationship Manager - Wealth Management

ICICI BANK LTD
04.2019 - 12.2022

Post Graduate Diploma - Banking

Manipal University

Bachelor of Commerce - Commerce

Chhatrapati Shahuji Maharaj University

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Aayushi Dwivedi