Akshat Sharma

Customer-centric professional with over 4 years of experience in high-stakes fintech operations and a technical foundation in Generative AI and API integration. Proven track record of optimizing customer experiences within the financial sector, resulting in a 42% increase in retention and deposits. Expert at translating complex financial processes into user-friendly solutions, with a strong bias for action and a commitment to driving product improvements through customer advocacy.

Branch Manager at State Bank of India (2024-06 – 2025-04)

Spearheaded service delivery model revamp and managed end-to-end financial operations for high-net-worth clients

• Spearheaded a comprehensive revamp of service delivery models, directly improving customer accessibility and driving a 42% growth in branch deposit figures through enhanced experience design
• Managed end-to-end financial operations for high-net-worth clients, ensuring seamless service and resolving complex account issues with high velocity and empathy
• Optimized internal workflows to exceed housing loan targets by 150%, demonstrating a strong ownership of business outcomes and operational efficiency

Field Officer at State Bank of India (2023-04 – 2024-06)

Acted as customer advocate for high-net-worth individuals and exceeded performance targets

• Acted as a dedicated customer advocate for high-net-worth individuals, successfully integrating them into the branch ecosystem through personalized service and proactive problem-solving
• Exceeded agricultural and housing performance targets by up to 107% by simplifying complex financial products for diverse customer audiences
• Leveraged targeted communication strategies to increase year-over-year commission income by 38%, focusing on long-term customer success and trust

Probationary Officer at State Bank of India (2022-03 – 2023-04)

Collaborated on internal audits and regulatory compliance while supporting retail operations

• Collaborated on internal audits and regulatory compliance, developing documentation to ensure operational integrity and streamlined workflows for the retail banking team
• Supported daily retail operations by troubleshooting service delivery bottlenecks and advocating for customer needs to the branch management

Probationary Officer at State Bank of India (2021-03 – 2022-03)

Maintained operational continuity during COVID-19 pandemic and facilitated small business growth

• Maintained operational continuity and high-quality customer support during the COVID-19 pandemic, adapting rapidly to changing protocols and high-pressure environments
• Facilitated small business growth by securing SME advances, acting as a trusted partner for local market owners navigating financial challenges

Master of Arts in English – Guru Nanak Dev University (2019-07)

B.Tech in Civil Engineering – Guru Nanak Dev Engineering College (2016-08)