Sapna K Alias Maria Natasha K

No13/4, 3rd floor, 1st Cross, 1st Main, Grape Garden,

Viveknagar Post Bangalore 560047
Mob: 9945690905
Email: marianatasha079@gmail.com

OBJECTIVE
To excel in the field of Relationship Banking with active inputs of teamwork and fostering personal
growth without compromising on quality.

SUMMARY
Total work experience of 12 years 2 months.
Six years & eight months in services of Retail Branch Banking (Liabilities)

CURRENT JOB: Associate Dwellings Pvt Ltd

Designation: Snr Manager Sales
Duration: From October 2010 till date
Responsibilities:
1.
Overall Customer Calls and Emails response Tracking & Monitoring
2.
Overall Customer Site Visits Tracking & Monitoring
3.
Lead Generation Management
4.
Final Level Customer Negotiations
5.
Sales Closures
6.
Sales target achievement of assigned projects
7.
Booking, Sale Agreement and First Installment
8.
Customer Relations
9.
Final Registration and Flat Handover
10.
All kinds of reports
11.
Business Development

Primary responsible for overall Sales of the assigned projects

Final point of contact for any customer from company side and responsible for initiating
a good start between the customer and the company
Must always track, monitor and be in touch with the Executives throughout the day and
keep track of their whereabouts & works periodically
Coordinating in solving the queries raised by the customer and involving in throughout
the process of solving all queries

Marketing
Primary responsible for the lead generation management through all sources of
advertisement.
Primary responsible for the conversion of all possible final level negotiations into sales
closures by meeting them in person wherever feasibly required
Primary responsible for achieving a minimum target of site visits daily, weekly and on
weekends in all projects
Tracking the preparation of a complete presentation by the Executives in power point of
assigned projects, about the features, amenities, advantages, materials used,
maintenance details, location advantages, area, availability, landmarks, competitor rates
in the same area, status of construction, quality of construction, completion dates,
approved banks, mode of payments, basic technical details, housing loan formalities etc.,
and presenting it the to the Management
Primary responsible for tracking all sales calls, not missing one single call, ensuring the
Executives call back all missed calls
Explaining to the customers completely and all terms & conditions by the Management
before closing the sale
Attending the company participating expos, generating leads, following up that leads and
helping the Executives in closing sales through that
Keeping negotiation open if the management has given any bracket, playing in that
criteria, closing the deal by convincing the customer for all the terms & conditions given
by the management
Sale Agreement
Coordinating with the Executives and finalizing the Sale Agreement Date, getting the
Sale Agreement, Construction Agreement documents from Legal or CRM Department,
checking all contents, proceeding and facilitating Sale Agreement process
Ensuring the customer pays 20% of total amount on Sale Agreement Date
Loan Process
Primary responsible and ensuring that the customer bank loan is released within 30 days
of sale agreement and first installment of bank loan is released as per payment schedule

Customer Relations
Taking customer feedback at first point of sale process as prescribed by the management,
recording it and forwarding it the CRM Executive
Maintaining a good customer relations with the flat purchased customers till the final
handover of the project and after that too
Ensuring the payments are received on time from the builders for the successful sales
made.

PREVIOUS JOB: HDFC BANK LTD

Designation
Duration

: Branch Operations Manager (Backup Branch Manager)

: From July 2009 to August 2010

Key Responsibilities:

Ensure quality new acquisition of CASA for Residents/Non residents

Penetration of Savings Accounts on non liability customers
Managing and monitoring performance of the Branch staff and sales resources
(BDR/COEX/Asset Coordinator) for optimal sales support.
Enhancing customer wallet size Ensure that customers make us the primary bank
Attrition control of customers & Depletion Control
Ensure that individual customers are grouped and Customer to Group Ratio is maintained in the
portfolio.
Ensure that optimal level of Income generating Product Group Holding is reached.
Ensuring customer group profitability is achieved.
Enhance value with each of the customer groups.
Handled Foreign exchange desk- outward, inward & travel plus cards.
Lobby Management Managing irate customers and escalations
Recording and resolving of complaints received by self, branch and other units with in the
stipulated TATs
Monitor Productivity of Personal Bankers Sales, P B Welcome Desk, Tellers and BDRs of the
branch and insurance and guidance in improving the same.
Error free documentation for all account opening and all customer instructions
Ensuring that all staffs are adequately trained on the products of the bank and sales processamendment with new circulars.
Adherence to process and ensuring compliance in all audit and efficiency parameters.
Monitoring office accounts and Death Claims.

Organisation
Designation
Duration

: ICICI Bank Limited

: Customer Service Manager
: From January 2003 to September 2008

JOB PROFILE

CSM In charge of complaints and queries, managing the deliverables of gold and privileged
customers.

Achieve targeted profitability - Delivered across CASA, fee and Branch Banking goals

Acquire new customers and retain existing clientele- Adding value to customers and their
investments.

Business development skills i.e. managing a small existing portfolio, prospecting new business,
account plans, etc

Process adherence - WMS entries on transactions, and lead generation tracker of the branch.
Provide feed back on leads generated to source.

Decimate information on market developments and products to customers and branch Team

Cross sells and generate leads from existing customers and Employees. Increase cross sell of life
Insurance, general insurance, Mutual Funds, SIP, Credit card and asset products.

Internal awareness levels on legal, compliance & documentation aspects

Servicing all walk in HNI, NRI and wealth management clients mapped to the Branch.- Managed 250
400 customers of the branch who are defined as customers with relationships
Ensuring compliance in all audit parameters in order to get an outstanding rating for the branch in
audit. Team training on adherence of processes on a continuous basis. Monitoring mechanism to be
in place for all processes.
Have been a key player in quality initiatives taken by the bank
-Audit Parameters
-Quality initiatives in terms of customer process orientation
-FCRM
Handled office account and back office.
Personal Assistant to the Zonal Head (South) & Regional Head
Responsible for Overseeing Office Administration at Regional Office

MAJOR ACHIEVEMENTS
Won Cash prizes for been consistent in achieving the SB nos for my branch and appreciation &
momentums received from Circle Head for Converting LI of 10 lakhs
Appreciation Mails from customer for the services rendered.
Have been a part of the RBD Team (Retail Business Development) which won 3 contests pan
India consecutively.
Have been awarded Eagle Eye Award twice during my career with the Bank for being vigilant
in preventing the branch from fraudulent transaction.
Have actively participated in audit at the branch to achieve 100% every month in SOX Audit &
Compliance

Organisation : QSupport Technologies Private Limited

Designation : Quality analyst
Duration
: June 2000 to October 2002
JOB PROFILE

Incharge of the office administration job. Helping the HR in the recruitment process.
Scheduling interviews

EDUCATIONAL QUALIFICATION

Graduated with a degree in Bachelors of Arts from Bangalore University in the year 2000 Bishop Cotton Womens Christian College, Bangalore
Completed Pre-University Course from Bangalore University in the year 1996- Bishop Cotton
Womens Christian College, Bangalore

Certification completed:
NCDO CERTIFIED
AMFI CERTIFIED
TRAINING PROGRAMMES ATTENDED

SERVICE QUALITY TRAINING

PERSONAL EFFECTIVENESS PROGRAMME & TIME MANAGEMENT

PASSION AT WORK PROGRAMME

INTERPERSONAL EFFECTIVENESS & INFLUCENCING SKILLS

TEAM MANAGEMENT

CUSTOMER FIRST TRAINING

SELLING SKILLS FOR BANKERS

PERSONAL INFORMATION
Date of Birth
Father Name
Marital Status
Languages Known

: June 16, 1979

: Kothandapani M
: Single
: English, Hindi, Tamil, Kannada and Telugu

Sapna K alias Maria Natasha