1. Aslam Shaikh
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Objective
A highly organized and detail-oriented self motivated individual would to bring to your kind
attention the achievements, skills, strategic thinking, and leadership abilities enabling me to
obtain a position in your Organization that utilizes the achievements, skills, strategic thinking
and leadership abilities, which enable me to consistently adjust in diverse workplace
environment.
Work Experience
Kotak Mahindra (December 2013 -- February, 2016) - Bank Branch banking
 Moved to Hyderabad in August 2014 and working as Service Officer at A S Rao Nagar
branch/ Secunderabad branch, Hyderabad from 20th
August, 2014 till February 2016,
handling customer queries and complains, doing RTGS/NEFT transactions including foreign
remittances, issuance of Bank Guarantees (BG), LCs as well handling account openings,
loading of cash in the ATM and periodic audit.
 Worked as Service Delivery Officer (SDO) – NRI banking at Nariman Point branch,
Mumbai from 16th
December, 2013 to 15th
August, 2014 handled inward/ outward
remittances of NR clients, account openings co-ordinating with various departments for the
fulfillment of customer request and requirements.
Key Responsibilities:
 Periodically monitoring transactions in the customers account to identify the source of funds
and possible money laundering including collection of necessary documents from customers
to authenticate the transaction.
 Performing the required KYC screening on customers, documenting the information obtained
on the client's as required by the KYC procedures.
 Ensuring compliance with all AML laws, regulations, guidelines, written procedures
customer/transaction monitoring.
 Handling service related queries for HNI customers, identifying customer grievances and
providing best resolution.
 Supervising service counters in branch and resolving front desk escalations.
 Timely & Accurate logging of complaints escalated to Grievance Redressal Cell
 Conducting “Root Cause Analysis (RCA) / Adequacy Analysis” for cases escalated to other
channel prior to Grievance Redressal Cell. Identifying Process Improvements through Root

2. Cause Analysis
 Reviewing “No/Denial” responses to curb escalations to Principal Nodal Officer and
Banking Ombudsman
 Generating business leads for Savings Accounts, Current Accounts, Life Insurance, Personal
Loan, Home Loans, Business Loans, Loan against Property and conversion of the same.
 Have worked on products like Click2Remit which is used to transfer remittances from
foreign countries like US and Australia without charges.
 Selling, loading and uploading of Kotak World Travel Cards, Prepaid Cards, Best
Complimentary cards.
Customer Correspondence Unit Activities (August 12 – December 2013)
 Handled all customer request and queries (Retail Liabilities and Non Resident Clients) via
written channel of communication (letters & email).
 Conducting Briefing and product process training for Team members.
 Handling the team in the absence of the Manager.
 Timely & Accurate logging of complaints escalated to Grievance Redressal Cell
 Conducting “Root Cause Analysis (RCA) / Adequacy Analysis” for cases escalated to other
channel prior to Grievance Redressal Cell and identifying Process Improvements through
Root Cause Analysis
 Reviewing/ Analyzing “No/Denial” responses to curb escalations to Principal Nodal Officer
and Banking Ombudsman
Inbound Contact Centre Activities (May’10 – August’12)
 Attended calls for 14 Months
 Handle and resolve customer complaints/ queries
 Provide customers with various banking product and service information.
 Cross sell new product and service opportunities to customers over phone.
 Quality Monitoring of new Team members on floor, taking training and transition of new
Team members on processes.
 To work closely with Functional Heads / SPOCs to resolve cases amicably and in timely
manner.
 To analyze “No/Denial/Negative” response cases in an effort to find out the feasibility to
convert the same into Yes/Positive/Affirmative
 To carry out Root Cause Analysis and improvements for business units basis the findings of
RCA / review.
 To take new initiatives and improve the quality of process analyzing transactional
information to identify risk, trends and potential wary activity.

3. Wipro BPO (April’2008 to May’2010)
 Attended calls for 25 Months
 Handled Customer Escalation calls
 Attended Service Camps, which were held across Processes (Solving customer query)
 Managed Floor/Team in absence of Team Leader
 Taking huddles on the floor (Daily Basis)
 Submitting ideas for Product and Process Improvements
Academic Credentials
Degree Institution/University
Year of
Passing
Percentage
BCOM St Andrews College, Bandra (W), Mumbai 2008 53%
H.S.C St Andrews College, Bandra (W), Mumbai 2005 66.83%
S.S.C Victoria High School, Mahim (W), Mumbai 2002 74.80%
Key Skills
 Team Player and Team Handling capability
 Multi tasker, ability to world under pressure and tight schedules, a problem solver having
good knowledge about banking products and processes.
 Date of Birth : 15th August, 1986
 Gender : Male
 Nationality : Indian
 Marital Status : Unmarried
 Languages : English, Hindi, Marathi
 Email : swisssnatcher@gmail.com
 Mobile No. : 8801688710
 Address : Mumbai-400016
Date:
Place: Mumbai Signature: Aslam Shaikh
Personal Information