Praguni Mehta

Praguni Mehta Hno. 220/b Subash Nagar,Jammu - •- Objective Seeking a position in an organisation where I can utilize my skills as well as my experience to make meaningful contributions and advance within the organisation Also To secure a great role in a dynamic company that offers opportunities for professional growth and advancement. Work Experience Sales Representative Aug 2021 - Nov 2022 HDFC SECURITIES (HDFC BANK) Built and maintained relationships with clients by understanding their financial needs and offering suitable products and services. Possessed in-depth knowledge of various banking products and services such as savings accounts, loans, credit cards, investments, and insurance. Actively promoted and selling banking products to new and existing customers, while cross-selling additional products based on their needs and preferences Achieved 150% Sales Target Provided excellent customer service by addressing client inquiries, resolving complaints, and ensuring a positive overall experience Collaborated with other departments and team members, such as loan officers, financial advisors, and branch managers, to optimize sales strategies and achieve collective goals. Assistant Manager (CASA) Dec 2022 - Mar 2023 YES BANK Actively found new customers and businesses to open current and savings accounts with the bank. Built and maintained strong relationships with existing customers to increase their loyalty and retention with the bank. Identified opportunities to cross-sell other banking products and services, such as loans, credit cards, investments, and insurance, to current account and savings account holders. Completed yearly targets on time Maintained a thorough understanding of the bank’s current account and savings account products, as well as other banking products, to effectively educate customers and recommend suitable solutions. Ensuring compliance with banking regulations, policies, and procedures, as well as managing risks related to account opening, customer transactions, and fraud prevention. Resolved various customer inquiries, complaints, and issues related to current and savings accounts in a timely and professional manner to ensure customer satisfaction and retention. Team Leader Jan 2024 ( currently Working) Licante Private Limited (Remote) Supervising and leading a team of customer service representatives (CSRs) or agents to ensure they meet performance targets, such as call quality, customer satisfaction, and productivity. Training and Development: Providing training, coaching, and mentoring to team members to enhance their skills, product knowledge, and customer service capabilities. Conducting regular performance evaluations and providing constructive feedback for improvement. Monitoring team performance metrics, such as call volume, average handling time, first call resolution, and adherence to schedule. Analyzing data to identify trends, areas for improvement, and best practices. Planning and organizing work schedules, shift rotations, and breaks to ensure adequate coverage and efficient workflow management. Making adjustments as needed to meet service level agreements (SLAs) and customer demands. Implementing and enforcing quality assurance processes and standards to ensure consistent service delivery and adherence to company policies and procedures. Conducting call monitoring and audits to assess performance and compliance. Handling escalated customer inquiries, complaints, and complex issues that require managerial intervention or resolution. Providing guidance and support to team members in resolving challenging situations. Fostering a positive and supportive work environment that promotes employee morale, motivation, and engagement. Recognizing and rewarding team achievements and encouraging collaboration and teamwork. Identifying opportunities for process improvement, efficiency gains, and service enhancements. Collaborating with management to implement changes, initiatives, and best practices to drive continuous improvement. Ensuring team members comply with company policies, industry regulations, and ethical standards. Providing guidance on compliance requirements and addressing any instances of non-compliance. Education Master’s in English Language and Literature Aug 2018 - Nov 2020 JAMMU UNIVERSITY Master’s in English Language and Literature With 7.99 GPA Skills G -Suite Microsoft Office Project Management Time Management Detail Oriented Responsible Editing Articles and Documents Excellent Communication and Persuasion Declaration I hereby confirm that all the facts stated above are accurate to the best of my belief.