Anupam Shankar Barua

[email protected] • +91 63648 14266 • Nagpur (Maharashtra), India

PROFESSIONAL SUMMARY

Results-driven Customer Service Banker with over 7 years of experience delivering exceptional support in digital lending, banking transactions, and financial product management. Proven track record of improving customer satisfaction scores by 15% through effective issue resolution and process optimization. Skilled in leveraging CRM tools and data analysis to streamline documentation and verification workflows, enhancing operational efficiency. Committed to driving customer success and fostering strong client relationships in fast-paced fintech and banking environments.

WORK EXPERIENCE

Customer Service Banker
03/2022 - 06/2025
HSBC , Bangalore
• Managed an average of 80+ inbound calls and emails daily, delivering prompt banking services including transfers, deposits, and account issue resolutions, achieving a 95% first-contact resolution rate
• Delivered expert online banking support, reducing customer wait times by 20% and enhancing overall customer satisfaction scores by 15%
• Maintained 100% data accuracy while entering sensitive customer information into Salesforce CRM, ensuring compliance with banking regulations
• Acted as a conversational banking agent, mentoring 5 new hires on customer engagement techniques and contributing to a 10% improvement in team customer satisfaction ratings
Senior Customer Associate
04/2021 - 03/2022
Navi Technologies Pvt Ltd , Bangalore
• Led resolution of over 150 digital lending inquiries weekly via inbound/outbound calls and email, improving customer satisfaction scores by 12%
• Streamlined documentation guidance and query resolution processes, reducing average handling time by 20%
• Maintained precise logs and proactively followed up on service requests, achieving a 98% service completion rate
• Utilized CRM and lending platform tools to track customer interactions and enhance communication efficiency
Customer Service Executive (E-commerce)
01/2020 - 07/2020
Arista InfoTech Pvt Ltd , Nagpur
• Led management of multiple e-commerce platforms including Shopify and Magento, optimizing stock reports and sales inventory to reduce stock discrepancies by 15%
• Processed an average of 120+ client orders daily, ensuring 100% accuracy in product details and timely updates across platforms
• Enhanced customer satisfaction by resolving 95% of inquiries via email within 24 hours, contributing to a 10% increase in repeat purchases
• Collaborated with cross-functional teams to streamline order fulfillment processes, improving operational efficiency by 12%
Customer Relations Officer
07/2018 - 06/2019
BankBazaar.com , Bangalore
• Verified and processed over 150 customer loan and financial product applications monthly, ensuring 99% accuracy and compliance with regulatory standards
• Educated clients on tailored banking solutions, increasing product uptake by 20% through needs-based consultations
• Resolved complex account-related issues promptly, achieving a 95% customer satisfaction rating and reducing escalation rates by 15%
• Collaborated with specialist teams to streamline referral processes, improving resolution times by 25%
Customer Success Executive
01/2018 - 07/2018
Unocoin Technologies Pvt Ltd , Bangalore
• Led resolution of over 500 monthly client issues on cryptocurrency platforms including Bitcoin and altcoins, improving customer satisfaction by 15%
• Managed high-volume deposits, withdrawals, and payment gateway escalations with 99% accuracy, reducing transaction errors by 20%
• Developed and maintained detailed operational tracking spreadsheets using Excel, streamlining query response times by 25%
• Collaborated cross-functionally to enhance payment processes, contributing to a 10% increase in transaction efficiency
Senior Operations Executive
09/2016 - 12/2017
Aegis (Reliance Jio Process) , Bangalore
• Led resolution of over 100 daily telecom customer issues via inbound/outbound calls, achieving a 95% first-call resolution rate and enhancing customer satisfaction
• Cross-sold and up-sold Reliance Jio telecom services, contributing to a 20% increase in monthly revenue while maintaining a customer service quality score above 90%
• Managed multi-channel customer interactions (phone, email, chat), reducing average response time by 30% and improving overall customer experience
• Mentored new team members on product knowledge and communication skills, accelerating their onboarding process by 25%

EDUCATION

12th (J.A.C)
01/2008
10th (I.C.S.E)
01/2005

SKILLS

Technical Skills: Digital Lending, Financial Products, Banking Transactions, Blockchain, Cryptocurrency Handling, Data Visualization, Documentation Drafting, Technical Setup
Soft Skills: Customer Support, Communication, Attention to Detail, Self-Motivation, Adaptability, Task Prioritization, Proactive Learning
Tools: MS Excel, Google Sheets, CRM Systems, Power BI, Google Data Studio, Google Drive, MS OneDrive, Zoom, Microsoft Teams, Slack, Google Meet, Skype, Chat Tools
Other: Hindi (Fluent), English (Fluent), Digital Marketing Certification, Prompt Engineering, Artificial Intelligence, Machine Learning, Remote Collaboration, E-commerce Operations, Inventory Management

CERTIFICATIONS

Digital Marketing – Intermediate Level
Prompt Engineering – Microsoft Online Certification
Microsoft
Power BI – Microsoft Online Certification
Microsoft
Artificial intelligence and Machine learning - Microsoft Online Certification
Microsoft