Hi I'm Palak

January 2025 - Present

Delivering exceptional customer service, I manage 50+ client inquiries daily, achieving a 98% satisfaction rate through prompt issue resolution. I educate and guide 70–100+ clients monthly on Simplii Financial's banking products, helping them make informed decisions on accounts, credit cards, overdraft protection, and digital banking tools. By offering personalized financial solutions, I have driven a 30% increase in client retention through proactive engagement. Navigating multiple banking systems efficiently, I ensure 96% of client requests are processed accurately and on time. Additionally, I identify opportunities to match clients with relevant Simplii Financial products, contributing to a 15% increase in product adoption and enhancing overall financial well-being.

October 2022- Present

I lead a front-end team of 50-60 associates, consistently exceeding performance targets and maintaining a 95% customer satisfaction rate while ensuring positive client experiences. I develop training programs that boost team productivity by 20%, fostering a culture of continuous improvement. Collaborating with store management, I optimize service delivery, leading to a 25% increase in departmental performance. Every day, I provide exceptional service to  100+ customers, efficiently resolving inquiries and processing transactions, reducing wait times by 45%. My contributions have been recognized with Bronze & Silver Medals for 95% TSP achievement, Walmart’s Shining Star of the Month, and the Women in Retail Award for leadership and customer service excellence. 

April 2022 - June 2022

Acquired 50+ new CASA accounts, driving a 10% growth in the bank’s CASA portfolio. Exceeded sales targets by 25%, leading to a 20% increase in revenue through strategic product promotion and client engagement. Advised clients on mutual funds, generating ₹4 lakh in additional revenue through tailored investment recommendations 

August 2021 -March 2022

Successfully monitored and resolved customer issues, achieving a 95% satisfaction rate and enhancing client retention.  Built strong relationships by understanding their needs and recommending the right banking products, exceeding sales targets by 20%. Stayed updated on financial trends and products, offering better solutions and making banking easier and more accessible for customers. 

August 2020 - May 2021 

Consistently generated 250+ leads monthly, boosting customer engagement by 30% through targeted phone calls and emails. Leveraged app insights to analyze customer behavior, which led to improvements in product and service strategies. Additionally, maintained detailed Excel data sheets to track interactions and evaluate marketing initiatives, resulting in a 15% increase in sales performance