Sourav Kumar Singh

Dedicated and customer-focused professional with experience in providing front-line support in banking and financial services. Skilled in handling customer queries, resolving issues efficiently, and supporting daily branch operations. Known for delivering excellent service, maintaining professionalism, and building strong customer relationships.

Transaction Monitoring at Bandhan Bank (2026-01 – Present)

• Monitoring daily financial transactions to identify suspicious or unusual activities in line with AML (Anti-Money Laundering) guidelines.
• Conducting customer transaction pattern analysis to detect anomalies and policy breaches.
• Coordinating with internal departments for additional information and case resolution.
• Supporting documentation and reporting for flagged transactions.

IT Helpdesk Support Associate L1 at Bandhan Bank (2023-09 – 2025-12)

• Assisted users with IT-related issues and provided technical support.
• Implemented a user-friendly IT support system that reduced helpdesk tickets by 100%.
• Created user guides and documented common fixes to reduce repeat queries and improve helpdesk efficiency.
• Provided L1 technical support as part of the Core Technical Support (CTS) team, ensuring seamless functioning of internal banking systems and applications.
• Collaborated with cross-functional teams during system downtimes, patch updates, and application rollouts to ensure minimal disruption to operations.
• Collaborated with IT L2 teams to track and resolve service requests within defined SLAs

Customer Service Executive at HDB Financial Services, HDFC Bank (2023-01 – 2023-08)

• Assisted customers with inquiries related to savings accounts, loans, credit cards, and digital banking platforms.
• Handled a high volume of inbound calls daily, ensuring first-call resolution and maintaining service quality standards.
• Resolved customer complaints professionally and escalated complex issues to the appropriate departments for quick resolution.
• Educated customers on banking products, services, and digital channels, contributing to increased customer adoption of self-service tools.
• Cross-sold relevant financial products such as personal loans, credit cards, and fixed deposits based on customer needs.

Warehouse Associate at Weavings Manpower Solutions (2021-05 – 2022-11)

• Performed inventory control tasks including cycle counting, stock replenishment, and order picking to ensure accurate inventory levels.
• Supported receiving and shipping operations by scanning, sorting, labeling, and packaging products for delivery.
• Assisted in quality checks and ensured damaged or misplaced items were reported and handled properly.
• Trained new associates on inventory handling, safety procedures, and system operations as needed.

Advance Diploma in Computer Application in Computer Application – PEITS (2022-01)

B.COM in Accounts (Honors) – Shibpur Dinobundhoo College - Calcutta University (2018-04)

ISC in Commerce – South End Centre (2015-08)

ICSE in Commerce – Lyceum English Medium (2013-04)