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SAMIR MERCHANT M: +97150 1909853 E: samir_merchant85@yahoo.com
OBJECTIVE
To find a suitable placement to commensurate and prove myself in a challenging position involving responsibility that
would stimulate and sharpen my skills and help establishing myself as an asset to my employer.
STRENGTHS
 Good organizational ability, excellent interpersonal skills, Effective team player.
 A multi disciplined professional with diversified experience in Customer Service and Banking.
 Self-motivated and the zeal to work both as an individual and in a team and extremely quick to learn with excellent
retention capability.
 Proven leadership skills involving managing, developing and motivating teams to achieve the set business
objectives of the organization both profitably and efficiently.
WORK EXPERIENCE
January 2011 – Till Date Emirates NBD (Dubai, UAE)
Personal Banking Advisor
Job Responsibilities:
 Provide a full range of banking services to individual customers, emphasizing personal financial counseling and
customer service.
 Develop strategies to grow the client base and implement appropriate sales plans to target prospective customers.
 Maximize the depth and profitability of the customer’s relationship in retail Lending, Investments and other product
areas to ensure an outstanding customer experience.
 Proactively meeting with customers to discover their financial needs and provide product and service
recommendations.
 Refer opportunities to business partners where appropriate.
 Resolve customer complaints, issues promptly and effectively.
 Achieve personal production goals by expanding existing relationships and acquiring new relationships, utilizing
effective calling techniques and leveraging bank products and services.
 Adhere to operational controls, including legal, corporate and regulatory procedures to ensure the safety and
security of the customer.
 Cross sell consumer and business deposit products that assist in retaining and expanding the relationship with new
and existing clients.
 Provide customers with personal financial counseling and lending service in order to discover opportunities to upsell
deposit or lending products.
 Develop and maintain relationships with partners to maximize sales opportunities and achieve sales standards with
the goal of acquiring 100% of the client’s financial service business.
 Respond and Resolve “escalating” customer inquiries and problems pertaining to consumer deposit and lending
accounts.
 Handling all AST activities that includes Issuance of letters, Deferments, Early settlement and Closure of any lending
Facilities etc.
Achievements:
 Awarded for the Outstanding Performance in Auto Loans for the Quarter. (March 2012 – May 2012)
 Awarded for Best PBA of the Quarter. (April 2012 – June 2012)
 Awarded GEM award for 2nd Runner Up for Personal Loans in October 2013
 Awarded GEM award for 2nd Runner Up for Auto Loans in November 2013
 Awarded GEM award for Going Extra Mile in Sales Excellence in Q4 (2013)

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July 2008 – December 2010 Emirates NBD (Dubai, UAE)
Customer Service Representative
Job Responsibilities:
 Resolving Queries of the Customers (Personal Loan / Credit Card / Accounts).
 Handling multi products for all the segments such as:
(Emirates NBD, Emirates Islamic Bank, Network International, Collections, Private Banking and Priority Banking)
 Handling Complaints and resolving them.
 Maintaining Quality and Service Level for the Customers.
 Ensuring continuous support is given to the Customers.
 Making Service Requests for the necessary issues.
 Creating new potential leads to add value to our existing business.
 Acting as a mediator between the bank and its customer for banking enquiries.
 Assist customers with the activation of their credit/debit cards and inform them about the features and benefits of
the card.
 Handling customer’s requests to cancel their credit cards and retain their business with the bank by providing
more services and great offers based on their reason for closure.
 Updating customers with the latest promotions and the Installment plans with the partnered merchants.
 Floor Supervision
Achievements:
 Appreciated for completing the back log of Service Requests.
 Awarded for Best Performer in KPI. (Oct 09)
June 2007 – June 2008 SITEL India Limited (Mumbai, India)
Customer Service Professional
Job Responsibilities:
 Handling enquiries for GMAC (Auto Loans).
 Booking auto loans and maintaining customer satisfaction index.
 Focused on customer complaints and ensure timely reporting.
 Ensured 100% participation in quizzes, team meetings and other interactive activities.
 Floor Supervision.
 Always adhered to the standard operating practices as laid down by the company.
 Gave relevant feedback to the supervisors.
Achievements:
 Awarded for the Best Agent Overall (Runner Up) for the Quarter. (Nov 07 – Jan 08)
 Awarded for the Best Agent in Sales for the month of Nov 2007
 Awarded for the Best Agent Overall for the month of Nov 2007

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July 2005 – May 2007 R - Tec Systems India Pvt. Limited (Mumbai, India)
Customer Service Representative
Job Responsibilities:
 Generating the leads for Mortgage Loans.
 Meeting Calls and conversion targets.
 Acquiring new clients and advising on their long term and short term Loans.
 Training newly joined colleagues in software application and systems.
 Ensuring continuous support to US based clients.
 Trained the offshore team on the process and helped them in clearing client assessments
Achievements:
 Awarded for the highest lead generator for consecutive 6 months.
July 2003 – June 2005 Isotope Professional Services (Mumbai, India)
(D.S.A for Citi Financial)
Telesales Executive
Job Responsibilities:
 Generating leads for Domestic Customers and pitching them for Personal Loans.
 Fulfilling the need of Customer on Time & giving them Services.
 Follow-up with the Credit Managers.
 Making Verification Calls to High Profile Customers and completing the legal formalities required by the Bank.
 Later managed a team of 6 people, assigning tasks and motivating them to meet deadlines.
EDUCATIONAL QUALIFICATION
 Secondary School Certificate from Maharashtra State Board. [2000-2001]
 Higher Secondary Certificate from Maharashtra State Board. [2002-2003]
 Bachelors Degree in Commerce from University of Mumbai. [2007-2008]
 Executive Masters Program in Business Administration. [2013–2014]
TRAINING AND CERTIFICATION
 Maharashtra State Certificate of Information Technology.
 Diploma in Office Automation.
 MS Dos, MS Word, MS Excel.
PERSONAL DETAILS
 Date of Birth : 10th June 1985
 Nationality : Indian
 Marital Status : Single
 Religion : Islam
 Visa Status : Resident
LANGUAGES KNOWN
 English, Hindi, Urdu, Marathi & Gujarati

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HOBBIES
 Reading and Collecting currencies of different countries
DECLARATION
I hereby declare that the above written particulars are true to the best of my knowledge and belief. If I am offered
an opportunity to work, I will discharge the duties entrusted to me to the best of my capacity and to the entire
satisfaction of my superiors.
(Samir Merchant)