Sapana Shahi
Rotorua
Summary
Dynamic Customer Service Representative with a proven track record in delivering outstanding support and resolving complex customer inquiries. Recognized for enhancing customer satisfaction and loyalty through proactive communication and effective problem-solving. Committed to fostering team excellence by sharing insights and best practices in customer service operations.
Overview
6
6
years of professional experience
Work History
Assistant Relationship Officer (Sales Staff)
Nabil Bank Limited
, Nepal
12.2022 - 02.2024
- Marketed and secured sales of diverse loan products to retail clients.
- Supported clients in evaluating loan eligibility and understanding repayment structures.
- Assessed creditworthiness through thorough collection and review of customer documents, maintaining adherence to bank regulations.
- Facilitated loan processing through coordination with internal departments.
Sales Assistant
Nabil Bank Limited
, Nepal
01.2021 - 11.2022
- Enhanced engagement levels by maintaining regular contact with clients.
- Delivered administrative assistance to sales team by compiling reports and managing documentation.
- Supported the execution of various financial services to meet customer needs.
- Performed customer follow-ups to ensure payments were made on time and concerns were handled.
Customer Service Supervisor
Nabil Bank Limited
, Nepal
12.2019 - 12.2020
- Directed customer service team to achieve high levels of customer satisfaction.
- Collaborated to address advanced inquiries, reinforcing excellence in customer support.
- Managed day-to-day operations, upholding strict compliance with organizational regulations.
- Guided customer service team to elevate performance and understanding of products.
- Created documentation highlighting operational improvements and customer feedback.
Customer Service Representative
Nabil Bank Limited
, Nepal
07.2018 - 11.2019
- Managed customer inquiries efficiently.
- Managed customer transactions and inquiries through phone, email, and in-person interactions.
- Executed detailed processes for opening, closing, and updating accounts while following banking standards.
- Coordinated cross-departmental efforts to streamline banking processes and elevate customer service standards.
- Promoted diverse banking products including fixed deposits, debit cards, credit cards, and digital services.
Bank Teller/Cashier
Nabil Bank Limited
, Nepal
12.2017 - 06.2018
- Carried out precise processing of cash deposits, withdrawals, check cashing, fund transfers.
- Managed currency transactions, money orders, and cashier's checks in compliance with banking regulations.
- Reviewed transactional records to detect irregularities and strengthen fraud prevention measures.
- Executed wire transfers, demand drafts, and online fund transactions.
Education
MBA - General Management
Phoenix College of Management
Kathmandu,Nepal06-2019
General Banking Training -
Smart Hub Institute
Nepal12-2017
Skills
- Skilled in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), and Finacle Software 7 and 10
- Interpersonal skills
- Strong communication skills
- Leadership Skills
- Sales acumen
- Cross-selling techniques
- Goal oriented
- Customer service
Accomplishments
2020: Achieved one of the highest deposit contributions in the bank's 'Deposit Carnival' in 2020, demonstrating exceptional client acquisition skills, strategic relationship management, and strong financial acumen.
References
References available upon request.
Timeline
Assistant Relationship Officer (Sales Staff)
Nabil Bank Limited
12.2022 - 02.2024
Sales Assistant
Nabil Bank Limited
01.2021 - 11.2022
Customer Service Supervisor
Nabil Bank Limited
12.2019 - 12.2020
Customer Service Representative
Nabil Bank Limited
07.2018 - 11.2019
Bank Teller/Cashier
Nabil Bank Limited
12.2017 - 06.2018
MBA - General Management
Phoenix College of Management
General Banking Training -
Smart Hub Institute
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