1. DUSHYANT SINGH
B/01, Shaw Blossom, S.T. Stand, Nallasopara West, Thane : 401203
Email Id: ds_kool@yahoo.com M: +918828233155
OBJECTIVE
 To work with an esteemed organization serving with my full potential where I have ample
opportunity to use my skill in a challenging environment and to grow along with the
organization with my best efforts and abilities.
Specialties: Internet Banking/Mobile Banking/NRI Accounts/ Remittance/ Credit
Cards/Customer Service.
PROFILE SUMMARY
 11+ Years of extensive experience in Internet Banking, Mobile Banking,
 Remittance and across other Digital/Alternate Channels product
 Expert in Project Management & Customer Service
 Deft in delivering Projects & Alternate Delivery Channel products
 Channel Migration & Channel Profitability
 Excellent Analytical and interpersonal skills
 Well versed with Direct Banking products like Remittance & NRI Accounts.
PROFESSIONAL EXPERIENCE
Axis Bank (Digital Banking Group)
Designation: Manager
Tenure: June 1, 2015 to Present.
ICICI BANK (International Banking Group)
Designation: Assistant Manager (Band 1)
Tenure: December 27, 2004 to May 27, 2015.
Pacific InfoTech Pvt. Ltd.
Designation: Administration Officer
Tenure: October 01, 2002 to October 30, 2004
JOB PROFILE
Axis Bank: Department: Digital Banking Group (Manager).
 Managing Retail Internet Banking & Mobile Baking.
 Launch of New Internet Banking platform.
 Responsible for development, implementation, enhancement and support for Internet banking &
Mobile Banking.
 Improving existing processes and introduce new products in Digital Channel
 Designing user journey for the product
 Extensive UAT of new products before deployment
 Effective utilization of all available channels (ATMs/SMS/Website/Mobile/) to create awareness
on the products & increase usage & enhance activation rates.
 Imparting training to customer service associates on introduction of new products.
 Oversee the daily operations of all Internet banking & Mobile Banking functions & takes
ownership and ensures timely response and resolution of customer issues.
 Analyzing customer complaints to improve and achieve customer delight
 Publishing Monthly dashboard on Channel performance

2. ICICI BANK :Department: Business Development Unit (AM-Band1) April 01, 2009 to
May 27, 2015.
 Working on various projects towards process efficiency.
 Enhancing existing relationship value through Cross Sale.
 Acquisition of new Customer base through Phone Banking.
 Forecasting & Scheduling
 Demand Management
 Preparing, Modifying & Reviewing Process & Certifying business process thereby increasing
process efficiency.
 Identifying risk in existing process and working towards risk mitigation
 Collaborating with Business, Operation & Various other units
 Training of the new process to Customer Care Officers
TEAM LEADER: APRIL 1, 2008 TILL MARCH 31, 2009 DEPARTMENT:IBG
 Team Handling –Escalation e-mails and priority E-mails teams, Span of Control – 18 Officer’s.
 Interacting with Customer and Various other Internal Departments.
 Maintain Daily MIS
 Manage all team related issues like HR, Technology, Administration Leaves, Quality, Auditing,
Briefing and Huddles, Feedback
 Monitor, Maintain and Share various matrices of the skill such as: RTQM, service level, Roster,
Deviations, Adherence, Error, Quality and Floor training requirements to ensure that
performance standards are achieved smoothly.
 Weekly meets with Team Members, Business manager and Business head for the product and
process improvement.
 Balancing the bridge between Quality, Training and Operations to ensure 100% Quality and
Focus Level.
 Nominated for various project.
CUSTOMER SERVICE MANAGER: APRIL 1, 2006 TILL MARCH 31, 2008 DEPARTMENT:
IBG
 Handling priority cases referred by business Head or Business Managers.
 Working towards alternate solutions to the business to prevent such repetitions.
 Coordinating between department and operations for customer complaint resolution.
OFFICER : December 27, 2004 till March 31, 2006
Department: Credit Cards
 Joined in Phone Banking Group wherein assisted ICICI Bank credit card customers and solve
their complaints, requests and queries through e-mails.
 Interacting with operations to ensure quick resolution.
 Identify process loop holes & suggest faster means to provide Service to customers. For e.g.
Analyzed existing system & revised Verification parameters, revised tats for faster & effective
service to Customers.
Pacific InfoTech Pvt. Ltd October 01 2002 till October 30th, 2004.
 Working Knowledge of various Back Office Operational processes such as receiving cheques
from clients and entering payment data in system.
 Maintaining complete records of sales documents and correspondence of the organization
 Maintaining records of stock of computer components (Hard disk and CPU)
 Co-coordinating with clients for documentation.

3. AREA OF PROFESSIONAL STRENGTH
 Positive Attitude and ability to perform under high pressure and able to meet tight
deadlines.
 A practical and systematic approach.
 Ability to motivate and inspire confidence in team.
 Good analytical and problem solving skills.
 Crisis and Time Management.
EDUCATIONAL QUALIFICATION
Year Institution Degree Percentage
2010 ICFAI PGDBM 58 %
2001-2002 Siddharth College T.Y.BMS 61%
1998-1999 Kendriya Vidyalaya No. 2 H.S.C (12th
) 57%
1996-1997 Kendriya Vidyalaya No. 2 S.S.C (10th
) 50%
COMPUTER KNOWLEDGE
Operating system: MS window.
Application: Word, Excel, Power Point.
Projects:-
 Project done on study of welfare measures and their and impact on Employees satisfaction
with special reference to JINDAL IRON & STEEL COMPANY LTD.-(VASIND).
 Project done on causes of absenteeism with special reference CABLE CORPORATION OF
INDIA FACTORY - (BORIVALI)
PERSONAL DETAILS
Date of Birth : February 21,1982.
Nationality : Indian.
Marital status : Married.
Language Known : English and Hindi.
Hobbies/Interest : Swimming & Traveling.
References:
• Available on demand.
DECLARATION
• THE ABOVE GIVEN INFORMATION IS PERFECT AND ITS TRUE TO THE BEST OF MY KNOWLEDGE.
Singh Dushyant