noelmarvins
About Candidate
Customer Experience, Operations, and Relationship Management professional with 8+ years across banking and fintech. Skilled in supervising service teams, resolving complex escalations, and managing SME and Retail client portfolios that consistently improve retention and satisfaction. Known for turning recurring service issues into process fixes through root-cause analysis, and for coaching frontline teams to hit and hold service-quality KPIs. Has consistently taken on informal team-lead responsibilities — supervising, coaching, and mentoring frontline staff — across roles, even while holding individual-contributor titles. Comfortable operating at the intersection of customer experience, operations, and digital banking adoption.
Location
Education
Business Administration with IT
Work & Experience
Managed a portfolio of 50+ client relationships, sustaining proactive engagement and consistent service support.
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Handled 10–15 customer inquiries daily across phone, email, and digital channels with timely, professional resolution.
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Processed and tracked 70+ client service requests weekly, maintaining accurate documentation through to resolution.
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Coordinated with Operations, Sales, and Technical Support to resolve escalations and cut service turnaround time.
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Ran onboarding and product education sessions for new clients, easing their adoption of company services.
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Turned recurring themes in customer feedback into targeted fixes to service processes and touchpoints.
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Maintained accurate Salesforce CRM records supporting follow-up, customer history tracking, and personalized engagement.
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Produced weekly and monthly client experience reports to track service quality and operational performance.
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Supported customer retention through proactive relationship management and consistent client follow-up.
Built and managed SME and Retail customer portfolios across multiple branches through regular, needs-based engagement.
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Handled 20+ customer interactions daily, resolving inquiries, service requests, and complaints within service standards.
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Investigated and resolved escalated complaints by coordinating with Operations, Credit, Compliance, and Business Development.
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Ran root cause analyses and implemented Service Improvement Action Plans to eliminate recurring customer issues.
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Drove cross-selling, up-selling, and digital banking adoption across the assigned client base.
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Supervised frontline service delivery and coached team members on customer experience standards.
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Paired process fixes with frontline coaching on branch-wide initiatives to raise efficiency and customer satisfaction.
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Identified customer needs and referred relevant financial solutions to support branch business growth.
Ran front-office operations in a high-volume branch, holding the team to established service-standard benchmarks.
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Oversaw reconciliations, cash management compliance, and resolution of escalated customer issues on Flexcube.
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Built service improvement initiatives from customer feedback trends and process reviews.
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Partnered with Business Development to grow the branch portfolio and expand digital banking uptake.
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Worked across Credit, Operations, and Product teams to close service gaps and speed up delivery.
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Mentored junior staff and tracked performance against customer service KPIs.
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Compiled operational reports and tracked service trends to flag risks early for management.
Managed 50+ customer inquiries daily, providing professional and timely support across channels.
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Kept service quality consistent by acting on customer feedback and rolling out targeted improvements.
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Looped in Credit, Operations, and other departments to close out complex, escalated cases.
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Processed transactions, applications, and service requests accurately per banking procedures.
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Kept CRM records accurate and current to support reliable customer follow-up.