Open to opportunities

Bhawna Agarwal

@bhawnaagarwal

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Experienced customer-experience professional driving process optimization and team efficiency.

India

Message

What I'm looking for

I seek a customer-facing or operations role in financial services where I can improve processes, manage client relationships, and drive measurable service and efficiency gains.

I am a results-driven Senior Associate with a background in customer experience, financial services, and operations, committed to optimizing processes and improving team efficiency.

I have hands-on experience handling customer queries, escalations, and liaising with internal and external stakeholders across banking, stock exchanges, and mutual fund ecosystems.

My prior roles include customer-facing relationship management and sales support at ICICI Securities, apprenticeship experience in accounting and financial statement analysis, and current work resolving customer grievances and ensuring adherence to TATs.

I bring analytical problem-solving, performance monitoring, and strong client engagement skills, combined with certifications in IRDA, NISM, NSE network security, and AMFI, to deliver measurable improvements in service and operational outcomes.

Experience

Work history, roles, and key accomplishments

Current

Sr. Associate - Customer Experience

Current

Angel One

Oct 2024 - Present (1 year 5 months)

Handle customer queries, complaints, and grievances via email and calls within defined TATs, liaising with internal and external stakeholders to resolve issues and following escalation matrices to ensure timely resolution.

Customer Service Email Support TAT Management Escalation Management Mutual Funds Client Engagement

Assistant Manager

ICICI Securities

Nov 2023 - Sep 2024 (10 months)

Managed client relationships for sales and services of ICICI financial products, sourced 3-in-1 accounts, generated leads to meet targets, and ensured KYC compliance while delivering branch-level budgetary objectives.

Relationship Management Sales Lead Generation KYC Compliance Financial Advisory Wealth Management Client Meetings Cross Selling

Apprentice Accountant

Agarwal Prateek & Co.

Apr 2023 - Jun 2023 (2 months)

Prepared and analyzed financial statements, executed day-to-day accounting including reconciliations and payment records, and assisted in auditing and client documentation management.

Financial Reporting Accounting Reconciliations Cash Flow Analysis Audit Support Record keeping Documentation