Headline

Attended Ravenshaw University

About

Results-oriented banking leader with 4+ years of progressive experience driving customer-centric growth, commercial performance, and regulatory excellence across retail and HNI/NRI banking. Proven ability toinspirehigh-performing teams, build deep client relationships, and deliver sustained revenue growth —generating₹15Cr+ in incremental annual revenue through strategic segmentation and data-driven portfolio management. Deeply committed to embedding a culture of customer advocacy and colleague empowerment. Adept at translating market insights into effective business plans, ensuring operational and compliance framework sarerigorously upheld, and consistently exceeding customer satisfaction benchmarks (98% CSAT, 95%+ retention). Seeking a Director-level opportunity to lead transformational customer experience and commercial strategy

Location

Cuttack

Work experience

Assistant Manager at ICICI Bank, Apr 2026 - Present · 3 mos, odhisa

Associate at ICICI Bank, May 2022 - Present · 4 yrs 2 mos, odhisa

Customer Support Executive at ICICI Bank, May 2022 - Present · 4 yrs 2 mos, ●​ Handled daily customer inquiries related to savings, loans, and account management. ●​ Resolved high-volume customer issues via calls and email, maintaining a 95% satisfaction score. ●​ Promoted cross-selling of banking products, achieving monthly sales targets. ●​ Collaborated with operations to ensure error-free documentation and service delivery. ●​ Trained 2 junior team members on CRM software and call handling etiquette. ●​ Provided Tier 1 support to US-based clients for billing and technical concerns. ●​ Escalated unresolved issues to backend support and ensured follow-up. ●​ Maintained high First Call Resolution (FCR) and improved CSAT scores by 10%. ●​ Documented customer interactions using CRM tools like Zendesk and Salesforce. ●​ Provide resolution on call with customer query.

Relationship Manager at IDFC FIRST Bank, Jan 2022 - Apr 2022 · 4 mos, ●Built and maintained strong client relationships by delivering personalized banking services. ● Assisted clients with investment planning, loans, and digital banking solutions. ● Cross-sold banking products based on clients' financial goals and risk profiles. ● Resolved customer concerns promptly while ensuring regulatory compliance. ●Collaborated with internal teams to drive revenue growth and enhance the client experience.

Education

Bachelor of Science - Bsc, Information Science Of Technology, Ravenshaw university

12th Science (PCMB), Netaji Subhas Chandra Bose Institute of Pharmacy