Ann Mary Paul

I’m a results-driven customer success and support professional with 9+ years of experience in banking, CRM, and client relationship management. I handle high-volume, multi-channel customer interactions (phone, email, and in-person) with empathy and efficiency, especially across digital banking, forex, loans, and account management.

At The Federal Bank Ltd, I managed 200+ daily customer interactions and built retention strategies that drove a 20% revenue increase within 12 months by identifying at-risk accounts and proactively addressing concerns. I onboarded customers to mobile and internet banking platforms, explain technical features in plain language to non-technical users, reducing call-back rates, and I improved escalation quality by documenting cases thoroughly, coordinating with back-office teams, and following up to meet SLA timelines.

I also strengthen teams by training and mentoring junior members on CRM processes, electronic transfer protocols, and customer communication standards. I streamline workflows with AI tools like Claude and ChatGPT—drafting customer communication templates and summarizing policy updates cut document preparation time by about 30%—and I stay actively pursuing HubSpot CRM and Salesforce certifications.