Worked in Axis Bank process handling customer service, banking operations, and the Citi Bank to Axis Bank customer migration. Key Responsibilities & Achievements: • Managed 80+ daily customer interactions (voice/email/chat) with 100% first-contact resolution and 95%+ CSAT • Handled Citi Bank → Axis Bank migration including account transitions, card migrations, and digital onboarding • Top 5% performer among 200+ agents for 2 consecutive quarters • Zero escalations for 6 consecutive months within RBI/SLA standards • Built customer health scoring system reducing churn by 18% • Processed UPI/RTGS/NEFT transactions with zero audit discrepancies • 100% KYC/AML compliance on Finacle Core Banking System • Developed engagement scripts improving team conversion by 12% • 20% product-per-customer increase via consultative selling generating Rs 2.5L+ additional revenue • Trained 3 new hires on CRM, compliance, and service protocols • Received Star Performer Award for service excellence