Subir Choudhary
Richmond,Australia
Summary
Dynamic customer service professional with a proven track record at HDFC Bank, excelling in digital onboarding and client retention. Skilled in CRM systems and conflict resolution, I consistently achieved high customer satisfaction rates while delivering inclusive, culturally competent service. Recognized for enhancing digital engagement and streamlining service processes.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Service NSW
Lithgow, Australia
03.2025 - Current
- Delivered high-quality, inclusive customer service across phone, digital, and face-to-face channels for NSW Government transactions.
- Supported customers in navigating digital tools, including kiosks, online forms, and the MyServiceNSW app.
- Maintained queue flow efficiency through proactive engagement and appointment triaging.
- Recorded and updated customer interactions using CRM systems in line with privacy and compliance requirements.
- Assisted diverse community members with tailored support, including CALD customers.
- Contributed to digital adoption initiatives; recognized for customer satisfaction scores above 90%.
- Key Achievement: Achieved consistent 90%+ customer satisfaction while promoting digital self-service, contributing to a smoother service center experience.
Relationship Manager
HDFC Bank
Lucknow, India
04.2015 - 12.2024
- Managed a portfolio of high-value clients, focusing on full digital onboarding and personalized financial solutions.
- Resolved complex service issues, ensuring customer satisfaction, and regulatory compliance.
- Educated clients on mobile and internet banking platforms, achieving a 100% digital onboarding rate.
- Collaborated cross-functionally with internal teams to streamline loan approvals and service delivery.
- Key Achievement: Recognized as a top performer for driving digital engagement and client retention in a competitive market.
Retail Banking Specialist
HDFC Bank
Lucknow, India
08.2012 - 03.2015
- Guided customers in using self-service and digital platforms for transactions and account inquiries.
- Identified bottlenecks in service flow, and implemented improvements to enhance the customer experience.
- Ensured KYC and AML compliance with national regulations and internal protocols.
Customer Service Officer
HDFC Bank
Lucknow, India
08.2007 - 03.2012
- Supported 1,300+ monthly face-to-face interactions with multilingual support (Hindi, Bengali, and English).
- Resolved routine inquiries and escalated complex concerns with accuracy and empathy.
- Maintained CRM and core banking systems, improving data accuracy and service efficiency.
Education
Post Graduate Diploma - Business Management (Marketing)
M.S. Ramaiah Institute of Management
Bangalore, India01.2004
Skills
- Customer engagement (face-to-face, phone, digital)
- Government services navigation and referral
- Digital literacy and kiosk/online support
- Queue and customer flow management
- CRM systems (Salesforce, MS Dynamics, Finacle)
- Conflict resolution and de-escalation
- Policy, privacy, and compliance adherence
- Multilingual communication (English, Hindi, Bengali)
- Inclusive and culturally competent service
- Teamwork, flexibility, and adaptability
Certification
- Working With Children Check (WWCC), Valid
- Service NSW Digital Safeguarding Training, Completed
- CRM Platforms, Salesforce, MS Dynamics, Finacle
- Full Australian Driver's Licence, Valid
- Full Work Rights in Australia, Valid
Languages
- English, Fluent
- Hindi, Fluent
- Bengali, Fluent
Desirable Attributes
- Multilingual communicator supporting CALD community engagement.
- Conflict resolution experience in high-pressure, face-to-face environments.
- Strong initiative and drive for digital transformation and service efficiency.
Timeline
Customer Service Representative
Service NSW
03.2025 - Current
Relationship Manager
HDFC Bank
04.2015 - 12.2024
Retail Banking Specialist
HDFC Bank
08.2012 - 03.2015
Customer Service Officer
HDFC Bank
08.2007 - 03.2012
Post Graduate Diploma - Business Management (Marketing)
M.S. Ramaiah Institute of Management
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