Divya Trivedi
Branch operation manager
Raebareli
Summary of Career
1. Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
2. Cooperated with teams of other than retail branch staff to ensure efficient marketing strategies and company objectives were met.
3. Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
4. Coordinating office activities and operations to secure efficiency and compliance to company policies.
5. Implemented new organizational strategies to strengthen filing systems for billing, receiving and delivery reports to optimize processes.
6. Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
7. Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
8. Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
9. Developed and implemented corrective actions to bring business areas in line with standards.
10. Facilitated financial and operational audits, working with internal and external managers to communicate recommendations or issues surrounding audits.
Experience as Deputy Branch Manager
ICICI BANK LTD-INDIA
01 April 2018
26 October 2019
* Promoted as Deputy Branch Manager (Backup Branch Manager)in April 2018.
* Responsible for Handling Branch Team of Value Bankers, Sales Officer & other vertical Officers.
* Responsible for all the compliance and audit activities, and maintaining Branch Audit rating and scores
* Getting Customer Service Request with 100% quality score.
* Maintaining complete adherence score month on month for the Branch and raking among TOP Branches in North
* Audit rating has been 4 and 5 Star throughout the tenure in Audits.
* Key custodian and responsible for branch NET PROMOTER SCORE and focus.
* Co-coordinating with other verticals for daily reporting.
* Working on Omni flow /work flow for voucher scanning for central Team.
* Daily reporting to central team for various parameters.
Experience as Customer Service Manager
ICICI BANK LTD-INDIA
01 April 2015
31 March 2018
* Key person in IAD audit and branch has got anaudit rating 4Star
* Champion of branch for Trade & NRI Customer,AC opening, Forex,Foreign currency card etc.
* Independently handling clearing with Zero Error rate
* Responsible for all the compliance and audit activities, and maintaining Branch Audit rating and scores
* Customer Services to the extent of satisfaction for liabilities & Retail assets like PL, AL, HL.
* Key Initiator to get the Locker Service activated in the Branch.
* Awarded for Processing Customer Request with n TAT and with Zero error rate.
* Co-coordinating with other verticals for daily reporting .
* Working on Omniflow /work flow for voucher scanning for central Team .
* Key person for customer service and satisfaction through banking services .
* Processing daily activities like cheques ,DDs,FDs,NEFT,RTGS, etc withing TAT and with zero error rate.
Experience as Teller/Cashier/Customer Service Officer
06 January 2011
31 March 2015
* Handling cash counter with daily cash inflow and outflow for more than 2 Cr per day.
* CRM model for online resolution to customer grievances.
* Independently handling cash with Zero Error rate .
* Awarded for the opening saving and current accounts from teller counter and have received several AccordsLife
Insurance at National / Zonal / Regional Level and Mutual Fund.
* Also dealing with various assets products such as Home loan, Personal Loan, Auto Loan.
* Maintaining Daily Cash Report .
* Key responsible person for fortnightly cash audit.
* Awarded for excellent customer service with reduction of Transaction Timing .
* Key person for maintain strategies for CRL,ATM etc.
Matric 30 June 2002
Completed my Matrics with 73% marks from Allahbd BoardIntermediate 30 June 2004
Completed my Intermediate from U.P.Board with 71% marksBachelor 30 June 2007
Completed My Bachelor's (BSc) from Kanpur University With Mathmatics And Physics as subjects from Firoz Gandhi College RaebareliOther 31 December 2010
Completed my Post Graduate Diploma In Banking and Operation(PGDBO) from NIIT Lucknow