KUMUD RAJAWAT
hays
Summary
Client-focused business professional with over 16 years of hands-on experience in the customer services and retail banking sector. Self-motivated and driven, possesses strong organizational, planning, and time management skills. Thrives in fast-paced work environments, results-driven and passionate about resolving client inquiries and ensuring their satisfaction. Has a sound knowledge of process management and operational functions for banking solutions and concepts. Excels as a diplomatic communicator, adept at exchanging ideas and information in a concise and logical manner.
Overview
15
15
years of professional experience
1
1
Certification
1
1
year of post-secondary education
Work History
Manager Customer Experience
Branch-2693
07.2023 - Current
- Support the frontline staff in resolving complaints as per customer problem resolution guidelines
- Encourage senior team members to act as a point of escalation and take personal ownership as required
- Mentor a team by showcasing exceptional experience in every customer interaction and achieving operational excellence and personal development objectives
- Coach the team on advice-giving and customer conversation strategies and tactics to improve and promote a legendary customer experience by going above and beyond the initial need
- Lead the team to monitor workflows prioritize tasks and assign duties while resolving and improving operational issues
- Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures and guidelines of conduct are followed
- Administer everyday activities of the branch like opening and closing procedures to follow as per the guidelines
- Help to build a fair, positive, and equitable environment by promoting team effectiveness, maintaining a positive attitude, and improving knowledge of emerging industry trends and programs constantly
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Personal Banker
Branch-2693
10.2022 - 07.2023
- Play a key role in advising customers of high-level financial solutions from a range of available investment and credit banking solutions
- Asking thoughtful financial questions, engaging with customers, and creating positive experiences to retain and deepen relationships
- Work closely with existing and prospective customers to provide financial reviews, discuss portfolio updates, and suggest additional personalized solutions based on their financial needs
- Participate fully as team members, help build a positive and diverse work environment
Personal Banking Associate
Branch-1185
08.2021 - 10.2022
- Engage customer in day-to-day advice needs, service transaction digital education and customer problem resolution related to banking needs
- Understand customer needs and guide customers to the right contact person for appropriate solutions while exercising good judgment in confidential matters
- Participated actively in staff training programs designed not only for personal professional development but also for enhancing overall team performance levels.
- Conducted regular account reviews to identify opportunities for cross-selling additional bank products and services.
Customer Experience Associate
Branch-1185
06.2020 - 08.2021
- Reviewing client accounts to determine changes in lifestyle and financial needs to recommend products and services that fit their needs (i.e., account maintenance, account add-ons)
- Resolve customer concerns to maintain customer satisfaction while following TD policies and procedures
- Secure Desk Operator responsible for opening and closing of branch with a senior manager including balancing transitions and receiving and sending shipment
- Engage customers in day-to-day advice opportunities, service transactions, digital education, and customer problem resolution related to banking solutions
- Understanding customers short term and long-term goals to guide customers to the right advisor to optimize client needs and build strong customer relationships which are consistent of alternative banking options which includes Easy Web, Easy Line, ATM banking, TD global transfers
- Consistent with relevant regulations and TD's Code of Conduct and Ethics
- Process various transactions such as cheque and cash deposits, bill payments, withdrawals, loan payments, and issuing Canadian and foreign drafts
Credit Officer
Payday Mart, Brampton
07.2013 - 09.2015
- Successfully managed daily operations of cash transactions and generated daily/monthly/annual reports while maintaining strict confidentiality accounting to company policies
- Resolved client queries by providing knowledgeable service or escalating to supervisor when required
- Enrolled new clients and retained existing clients by fostering a relationship of mutual trust
- Ensured all eligibility criteria are met as per company policies, registered clients, and generated customer ID
- Coordinated and collated all customer application documentation
- Developed training, task and process guidelines and communicated clear and concise directions to subordinates
Senior Manager
ICICI Prudential Life Insurance Company
10.2009 - 12.2011
- Organized recruitment events, seminars, and open house to identify the potential new team member
- Coordinated orientation and training programs for newly hired
- Customer Relation Management for existing and new customers
- Organized agent meetings and monthly product training
- Business generation and lead management
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
Education
Diploma - Business Administration – Accounting and Application
Trios College
Brampton, ON01.2020
Diploma - Marketing Management & Financial Services
George Brown College
01.2012 - 12.2012
Diploma - Professional Communication in Sales & Marketing
NIS
01.2008
Post Graduate Degree (Master of Arts) - English Literature
Rajasthan University
01.2004
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Task delegation
- Staff training and development
- Relationship building
- Financial management
- Coaching and mentoring
Accomplishments
- Achieved 146% in operation by completing all credit files compliant,with accuracy and efficiency.
- Produced highest business in region by 4 legend advisors from branch.
- 300% over acheivment in sales target as Personal banker in year 2023-24
Certification
IFIC Licensed for Mutual Funds - June2022
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Professional Working
Timeline
Manager Customer Experience
Branch-2693
07.2023 - Current
Personal Banker
Branch-2693
10.2022 - 07.2023
Personal Banking Associate
Branch-1185
08.2021 - 10.2022
Customer Experience Associate
Branch-1185
06.2020 - 08.2021
Credit Officer
Payday Mart, Brampton
07.2013 - 09.2015
Diploma - Marketing Management & Financial Services
George Brown College
01.2012 - 12.2012
Senior Manager
ICICI Prudential Life Insurance Company
10.2009 - 12.2011
Diploma - Professional Communication in Sales & Marketing
NIS
Post Graduate Degree (Master of Arts) - English Literature
Rajasthan University
Diploma - Business Administration – Accounting and Application
Trios College
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