Summary
Overview
Work History
Education
Skills
Professional Licenses
Timeline
Generic

Indrani Goswami

Queens,NY

Summary

Proactive and meticulous Banker with over 15 years of experience in the Banking industry. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.


Overview

22
22
years of professional experience

Work History

Senior Branch Ambassador

Capital One
03.2008 - Current
  • Improved customer satisfaction by providing personalized service and addressing concerns promptly.
  • Uncover the various needs of the customers using the GAIN model and if required refer them to other lines of business
  • Assist the branch to score Adequate in BAR and BOA's
  • Handling the queries, concerns, or service requests of the customer, face-to-face, by phone, or via correspondence
  • Analyze various customer issues & provide appropriate solutions
  • Delivering Quality Customer Service helped me to achieve an Exceptional Score in CEMP
  • Maintain the complete knowledge of products and services and comply with the policy and procedures as required
  • Coach and Mentor the teller whenever required to achieve excellent customer experience
  • Mentor the newly appointed associate of the branch and sometimes of the other branches with the policy and procedure of the bank
  • Consistently help the other associates of the branch whenever required
  • Assist in day to day operation of the branch including scheduling
  • Help the branch to run smoothly in the absence of the Manager
  • Effectively deliver the operation needs of the branch with established policies and procedures
  • Ensure compliance, audit, and security procedures are adhered to at the branch location
  • Approve new accounts, make sound decisions on transactions, and maintain the best interests of the bank and the customers by weighing the risks involved
  • Partnered with the branch manager and helped in the closing and consolidation of Queens Blvd
  • Enhanced branch operations by implementing efficient processes for day-to-day tasks.
  • Increased sales through targeted product promotion and relationship building with clients.
  • Assisted in branch audits, ensuring compliance with financial regulations and maintaining high standards of service.
  • Mentored new team members, fostering a collaborative work environment and promoting employee growth.
  • Facilitated team communication to efficiently address client needs and resolve issues.
  • Developed innovative marketing strategies that attracted new clientele to the branch.
  • Managed daily cash transactions accurately and efficiently, upholding stringent security protocols.
  • Delivered exceptional customer service by identifying opportunities for cross-selling additional products and services based on client needs.
  • Collaborated with management to implement effective staff training programs focused on improving customer interactions and overall performance metrics.
  • Maintained a thorough understanding of all banking products and services offered within the branch to provide knowledgeable guidance to clients.
  • Consistently exceeded individual sales targets while supporting other team members in achieving collective goals as well.
  • Monitored key performance indicators regularly, identifying areas for improvement in operational efficiency within the branch.
  • Actively participated in ongoing professional development opportunities, staying current with industry trends and news relevant to the role.
  • Demonstrated leadership skills by serving as an ambassador between the bank's various departments, facilitating effective communication and collaboration to address client needs.
  • Engaged with customers to establish relationships.

Teller

Capital One
07.2008 - 03.2009
  • Process deposits, transfers, withdrawals and other transactions in accordance with policies and procedure
  • Maintain the assigned cash drawer as the set limit
  • Compliance with all banking regulations
  • Identify and refer sales opportunities to Relationship Bankers or other lines of business
  • Ensure quality customer experience -every customer every time.

Branch Training Manager

Tata AIG Life Insurance Company Ltd.
03.2004 - 01.2007
  • Imparted IRDA100 hours of training, product training, and sales skill training to advisors ensuring a high productivity ratio in each branch
  • Ensured the activity ratio of trained insurance advisors of the branch
  • Successfully conducted Reactivisation and Refresher training of the inactive advisors and helped them achieve their targets
  • Imparted training to the alternate channel clients that included HSBC, Citi Financial (Group Company of CitiGroup), Standard Chartered Bank, Livewire, Spanco, etc
  • Successfully conducted training of the senior employees of the Company
  • Maintained the MIS report on the productivity of the advisors
  • Prepared the training calendar for the Branch in coordination with the Sales group and the Branch Head
  • Conducted training sessions in various locations all over Northern India.

Insurance Sales Support Representative

Continental Suraksha Insurance Services Pvt. Ltd.
03.2002 - 03.2004
  • Monitored sales targets through strategic planning & coordination & maintained MIS reports on sales for individual advisors
  • Responsible for client relationship management and liaison between insurance advisors and their clients
  • Helped insurance advisors meet their sales target by assisting in the execution of their business plans and helped them in the resolution of their pending claims
  • Responsible for policy planning geared towards motivating insurance advisors.

Education

Masters of Commerce -

Annamalai University

Bachelors of Commerce -

University of Delhi

Skills

  • FLUENT IN: English, Hindi, Punjabi, and Bengali
  • Proficient in Microsoft Word, Excel, PowerPoint and Outlook
  • Highly organized, flexible, dedicated with a positive attitude; team player/leader with skills to motivate others
  • Work under strict deadline schedules with attention to detail; thrive on working in a challenging environment
  • Demonstrated ability to acquire and apply knowledge quickly
  • Strategic thinker possessing good negotiation skills with the ability to think logically during the decision-making process
  • Exceptional communication
  • Problem-Solving
  • Decision-Making
  • Problem-solving aptitude

Professional Licenses

  • Licentiate Exam of Insurance Institute of India
  • Paper 280 and 290 of LOMA (Life Office Management Association)
  • Associate Financial Planning (AFP) in Risk Management & Insurance Planning

Timeline

Teller

Capital One
07.2008 - 03.2009

Senior Branch Ambassador

Capital One
03.2008 - Current

Branch Training Manager

Tata AIG Life Insurance Company Ltd.
03.2004 - 01.2007

Insurance Sales Support Representative

Continental Suraksha Insurance Services Pvt. Ltd.
03.2002 - 03.2004

Masters of Commerce -

Annamalai University

Bachelors of Commerce -

University of Delhi

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Indrani Goswami