Joann Coutinho

• Embraced my creative skills and founded a successful calligraphy and needlework business, specializing in creating customized handcrafted pieces for clients. • Developed a unique product line and brand identity, catering to various occasions, such as weddings, events, and personalized gifts. • Provided exceptional customer service, ensuring client satisfaction and repeat business.

• Responsible for the operational aspects of the branch including acquiring new business, and business planning. • Provided comprehensive customer service in the checkout service area, ensuring smooth and efficient transactions. • Built and managed ongoing relationships with customers, managing expectations and proactively finding solutions, achieving a customer satisfaction rate of 98%. • Adhered to the Bank’s processes and procedures and achieved and overall audit rating of Grade ‘A’.

• Ensured adherence to policies and processes, also conducted service quality audit for 5 branches. • Increased business of assigned customer portfolio by 60%. • Processed various banking transactions, including deposits, withdrawals and assisted customers with online banking, banking technology and account inquiries. • Assisted customers in utilizing digital offers and self-help tools across various service topics.

• Worked in loans department, reviewed and processed various loan proposals. • Handled audit and inspection department for the state of Goa and conducted various branch audits. • Addressed customer and employee satisfaction issues promptly, also conducted monthly customer meets and employee training sessions. • Supervised and motivated 10+ clericals. • Achieved 100% investment target of mutual funds and insurance