Years of professional experience
Sristi Pradhan
Alpharetta,GA
Summary
Dynamic leader and problem-solver with a proven track record at Fifth Third Bank, where I led a customer service team to surpass performance targets. Expert in complaint resolution and call management, I excel in multitasking and interpersonal communication, ensuring high customer satisfaction. Skilled in MS Office and fluent in Hindi and Nepali, I adeptly handle diverse customer needs. Energetic and resourceful, with knack for creative problem-solving and excellent communication skills. Possesses solid understanding of customer behavior and adept at utilizing CRM tools to enhance customer satisfaction. Committed to driving positive outcomes and fostering loyal customer relationships.Looking to advance my skills in new area of Risk management. Developed exceptional leadership and team collaboration skills in fast-paced customer service environment. Skilled in resolving complex issues and implementing process improvements to enhance efficiency. Seeking to transition into new field where these abilities can contribute to organizational success.
Overview
11
11
1
1
Lean Six Sigma
Work History
Lead Customer Service Representative
Fifth Third Bank
12.2018 - Current
- Managed a team of six customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving daily two two three complex issues and providing timely solutions.
- Trained, oversaw, and mentored two to three new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Managed approx. 10 to 20 inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Assisted customers with Hindi language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Hindi.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Utilized Hindi and Nepali proficiency to build relationships with Hindi and Nepali -speaking customers.
Retail Banker
Woodforest National Bank
08.2013 - 04.2014
- Strengthened four to five client portfolio by identifying needs and recommending suitable financial products or services.
- Followed through on risk and compliance processes and policies to safeguard customer assets, maintain privacy and act in best interest.
- Kept current with financial services marketplace and legal and regulatory environment to uphold highest ethical requirements of industry.
- Maintained high levels of cash handling accuracy, ensuring proper documentation and adherence to compliance requirements.
- Offered walk in customer volume of six to ten advice and guidance on digital and self-serve options to make banking easy, simple and fast.
- Collaborated with team members of 6 to achieve branch sales targets and enhance overall productivity.
Education
Bachelor of Arts - Project Management
DeVry University
10-2023
Associate of Arts - Accounting
Collin County Community College
Plano, TX05-2015
Skills
- Complaint handling
- Team member training
- Customer complaint resolution
- Willingness to lead
- MS office applications
- Complaint resolution
- Appointment scheduling
- Customer account management
- Appointment setting
- Customer service
- Problem-solving
- Attention to detail
- Multitasking and organization
- Interpersonal communication
- Positive and friendly
- Team training and leadership
- Team task delegation
- Calm and professional under pressure
- Teamwork and collaboration
- Problem resolution
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] through effectively helping with [Task].
- Collaborated with team of [Number] in the development of [Project name].
- Resolved product issue through consumer testing.
- Supervised team of [Number] staff members.
- Documented and resolved [Issue] which led to [Results].
Certification
- Six Sigma Green Belt Certification - Moresteam
Nepali, Hindi and English
Nepali-Native Fluent
Hindi-Medium Fluent
English-Fluent
Languages
Hindi
Full Professional
Nepali
Native or Bilingual
English
Full Professional
Timeline
Lead Customer Service Representative
Fifth Third Bank
12.2018 - Current
Retail Banker
Woodforest National Bank
08.2013 - 04.2014
Bachelor of Arts - Project Management
DeVry University
Associate of Arts - Accounting
Collin County Community College
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