Divya Agrawal

[Select the 16-03-2016

Date]
Date of Birth : 26-01-1985

Gender : Female

Husband’s Name : Mr Mayur Mittal (C.A)

Permanent Address : 111 Agrawal Nagar Nikita Appt Indore

(M.P.)

Mobile No : 096306-68687

Hobbies : Listening to Music, Sketching.

Email : divya2380340@gmail.com

Objectives
To ensure efficient customer services delivery with the objective of increasing client
stickiness. Enhancement in relationship value of existing clients and also generation of
leads for liabilities ,investment and Assets product.

Education
• MBA (H.R.) with 65% from Shri Raoji Bhai Gokal Bhai Patel Gujrati Professional
Institute, Indore.
• B.Sc. Bioinformatics with 56.5% from Softvision Institute of Biotechnology of science
Indore, in 2007
• Higher Secondary with 68.4%, from Star Higher Secondary School, Indore, in 2004
• High School with 68.8%, from New Digamber Public School Indore, in 2001

Experience From 02 April 2011 till 08 Nov 2014

Customer Service Officer | ICICI BANK Ltd., Indore
1. Sales and Developments
a. While serving the customer request analyse customers transaction pattern to identify
requirement of product that will suit him and generate lead accordingly.
b. Contribute to FD gold sells target by cross selling the customer.
c. Close one LI or GI deal on daily basis.
d. Upgrade customers across the counter by pitching benefits of privilege banking and family
banking.

2. Customer Service
a. Attend and resolve customer queries within defined TATs (Balance enquiry, transaction
enquiries, account statement, stop payment address change ,cheque book request, balance
confirmation certificates, TDS certificate, signature attestation, card hot listing/reissue etc).
b. Ensure availability of all the important services requests forms in the folder at all times.
c. Check Branch FCRM tray AT regular intervals And route all applicable request through
FCRM.
d. Update E-search in order to capture details of customer’s deliverables via cheque book,
cards, cheque return etc.

3. Branch Operation, Compliance & Risk Management

a. Customer identification through signature verification and recommended id proofs before
executing a customer’s Transaction in I-core or FCRM.
b. Ensure customer calling through CSM/BSCM for all transaction as per customer calling
norms in e-circular or operation manual.
c. Refer, all deviation or suspension transaction to BSCM/BM.
d. Record movement of all inventories & deliverables in relevant registers and signing off
closing stock of all inventories & deliverables jointly with CSM in relevant registers ,SR
creation in FCRM for all request received during day.

TRAININGS/CERTIFICATION

• Worked as H.R. trainee in TATA INTRENATIONAL Dewas. For two

months.
• Participated in OJT by DFROCE held on 2 & 3rd December 2007
• Performed survey conducted by ZEE MAGAZINE

TECHANICAL SKILLS
• Skilled in handling basic system Software & hardware operations.
• Skilled in working with Operating systems like Dos, Windows,
Windows XP.
• Skilled in working with MS word, excel and PowerPoint.

ACHIEVEMENTS
• Best Debutant in the region at ICICI bank in the year 2011-12
 • Award of Excellent in Life insurance business across the region
• Best Debutant Award In Financial Year 2011-12

EXTRA CRICULAR ACTIVITES

• Achieved Yellow Belt in Karate.
• Achieved 1st position in school in 12th.
• Achieved 2nd position in painting at city level
• Member of INDORE MANAGEMENT ASSOCIATION
• Participated in HURISKO 2008 held in IMS

DECLARATION

I am determined to do the best where I go. I hereby declare that the

information furnished above is true to the best of my knowledge.
Thank you for your time and attention.

Yours Truly

Divya Agrawal