SAURBHI DOGRA

• Delivered personalied service to over 50+ customers weekly, enhancing satisfaction and loyalty.

• Consistently achieved 100–120% of monthly sales targets across lending, accounts, and insurance.

• Built lasting relationships by understanding individual customer goals and offering tailored banking solutions.

• Resolved complex enquiries with a first-contact resolution rate of over 90%.

• Promoted digital banking tools, increasing customer adoption and reducing in-branch traffic.

• Maintained strong compliance record while managing daily banking processes and systems.

• Supported branch efficiency by streamlining processes and reducing transaction errors.

• Adapted quickly to evolving priorities in a fast-paced retail banking environment.

• FSRA Accredited

• Drafting and maintaining all procedure and process manuals for the bank, ensuring that they are accurate, up-to-date, and in compliance with regulatory requirements
• Regularly updating manuals on SWIFT Policies, FCA Money laundering, cash handling manuals, end-to-end Branch operating Manuals along with Finacle Job Cards
• Collaborating with different departments and stakeholders to gather information and create detailed documentation for each procedure and process
• Analyzing and identifying areas for improvement in existing procedures and processes and making recommendations for changes or updates
• Communicating with employees across the bank to ensure that they understand and follow the procedures and processes outlined in the manuals
• Assisting with the development and implementation of new procedures and processes as needed
• Conducting customer outreach campaigns, analyzing data, and identifying trends to improve customer satisfaction and loyalty
• Creating and maintaining spreadsheets in Excel, using complex functions such as VLOOKUP and PivotTables to analyze data and generate reports
• Preparing and presenting reports to management, including recommendations for process improvements based on data analysis
• Staying up to date on industry trends and best practices related to banking operations and data analysis and sharing knowledge and insights with colleagues

• Handled high net worth customers of Bank
• Planned and executed new strategies to increase sales
• Processing inward & outward remittance
• Engaged with customers to better understand needs and deliver excellent service
• Managed complaints with calm, clear communication and problem-solving
• Operated equipment to exceed production targets
• Enhanced working relationships by participating in team-building activities
• Demonstrated consistent hard work and dedication to achieve results and improve operations

• Maintained excellent customer service by promptly following up on complaints and requests of 25 branches
• SPOC for all customer Complaints resolution
• Managing and Resolving Complaints escalated at MD level
• Root Cause Analysis and step by step Customer complaint resolution as per Regulator and Bank's guidelines
• Handling Ombudsman complaints and providing resolutions
• Improved operations by providing extra training to inefficient, underachieving staff
• Nostro & internal accounts reconciliation, Support to Investment and Treasury Operations Teams for Settlements and reconciliation
• Ensuring 100% Net Promoter Score and FOCUS Score (Customer Feedback)
• Ensured customer service met high-quality standards by analyzing staff performance and monitoring customer reviews
• Managed and maintained service desk, including leading team members, and evaluating department efficiency
• Ensured customers received excellent service by going the extra mile to assist with needs, requirements, and requests
• Working on Feedback of Customers and ensuring best Customer service for Customers
• Promoted as Regional Service Manager in January 2015 with Deputy Manager I Grade as got 3 promotions while handling same role and promoted as Manager Band 2
• Created various business strategies, designed to improve customer service, enhance growth, and increase sales
• Managed the recruitment processes for various departments, including reviewing applications, interviewing, and selecting talent
• Conducted general administration duties including managing and updating invoices, processing orders and tracking inventory
• Collaborated with customers to discuss service needs and offer available solutions
• Coordinated meetings with staff to delegate tasks, communicate targets and determine individual priorities

• On 16th August 2013 joined ICICI Bank as a Probationary Officer
• Confirmed on 16th Nov 2013 as Customer Service Manager-Deputy Manager Band I
• Supervised total department call volume of 100 per day
• Resolved customer questions, issues, and complaints efficiently to reach mutually beneficial solutions
• Processing inward & outward remittance
• Delivered exceptional customer service to grow business, resolve issues and maximize customer experience
• Answered customer requests with friendly, knowledgeable service and support
• Teller Activities-Foreign Exchange, Outward clearing, issuance of Demand Draft and Manager's cheque
• Mentored junior team members on methods to provide outstanding service to customers
• Enhanced customer satisfaction ratings by managing all client inquiries through resolution
• Oversaw training of new team members to promote productivity, accuracy, and friendly service
• Trained new hires on, sales processes, product knowledge and overcoming objections
• Evaluated CRM reports regularly, actioning improvements to achieve impressive results