May 2021 – Oct 2021 · 5 mos · Delhi, India

• Handling team of 1 AM, 3 TL’s and 55+ agents (2 Partners) including In- house & outsource partners.
• As a Client (Business Manager) ensure effective and cost efficient model opted for the process.
• Share the Updated information & VOC with upper management.
• Share the process change / suggested application change requirement with Technical team for the further development in application to enhance the customer journey.
• Majorly focus on process improvement & automation to save cost of company & increase customer satisfaction.
• Ensuring timely closure of customer issues.
• Visiting High value customer to understand the real time challenges and collect the customer VOC’s.
• Calendar planning for SMS & Email communication to the customer.
• Transition Pre-EMI process with outsource partner where we are calling the customer to share upcoming EMI details. This process is also helping to increase E-Nach (Auto Debit) activation.
• Also started Welcome process where we are confirming existing 1st loan disbursed account information for Risk Management.

Nov 2019 – May 2021 · 1 yr 6 mos · Delhi, India

• Digitization through DT Implementation in the DTH process.
• Recently working on payment process model to reduce the customer time and for better experience. We guide them to make the payment digitally through Apps/ Wallets.
• Revenue management of the entire process through managing Attrition & Shrinkage.
• PAN India performance management of the entire retention DTH process.
• Report Mechanism has been fixed and automated for PAN India.
• Coordinating with support functions viz. Quality, Training, I.T. and Compliance.
• Implementing processes in line with the guidelines specified by the client, on Operations Floor.
• Keeping a close watch on Revenue and plugging in or out the various cost allocations thereby benefiting the overall process and boosting profitability.
• Ensuring to meet R&P targets across buckets for the process to enhance centre revenue.
• Visiting 5 customers monthly to gather their VOC & analyse the major reasons/hurdles for customers not recharging their account periodically.

Apr 2018 – Nov 2019 · 1 yr 7 mos · Noida Area, India

• As Manager – INDIANO INTERNATIONAL TECHNOSOFT PVT LTD:
• Handling customer service team to provide world class services
• Also handling the escalation cases and retain them through retention tools
• Also up sell the new and different products to the customers
• Develop new strategies with the top management to improve the company
• Managing day to day activities to achieve the SLA/targets.

Dec 2014 – Mar 2018 · 3 yrs 3 mos · Gurgaon, Haryana, India

• Previous Assignments: Aegis Ltd. (3.5 years)
• As Assistant Manager
• Handling team of 120+ advisors, 6 TL’s and 5 SME’s
• Managing staffing, attritions & hiring for the entire process
• Prepared & Handling L2 Escalation desk, where dedicated team is working on customers issues
• SOP’s, training content, recruitment guidelines and was actively involved in all realms of this project from strategic planning to implementation, from recruitment to certification
• Implemented systems, teams and resources to ensure that customer needs and requirements are assessed correctly and appropriately resolved
• Introduce R&R ceremony and regular fun activities for team engagement
• As Team Leader– Retention Desk: Gurgaon
• Escalation Management and providing end-to-end customer service
• Helping Process Manager/Process Owner to setup and achieving the desired targets and strategies management
• Develop and coach effective questioning skills to understand a prospects need
• Helping other teams to improve & provide better service by giving feedback related to the market trends and sales requirement according to the other market leaders
• Giving feedback on call structure and closing skills through remote listening and side by side coaching
• Develop action plans to increase performance and productivity of under-performing individuals
• Support incentives to improve repeat opportunities
• Automated Key process Index’s( KPI’s) to ensure live tracking and monitoring of process targets
• Formal representation of process performance to Top management
• Handling team size of 15+ advisors

Dec 2011 – Dec 2014 · 3 yrs · New delhi

• Working as team lead and handling client requirement.

Jul 2009 – Oct 2011 · 2 yrs 3 mos · Gurgaon, Haryana, India

• Part of technical support team.

Jul 2008 – Jul 2009 · 1 yr · Noida

• Developing and maintaining software projects.

May 2006 – Jul 2008 · 2 yrs 2 mos · New delhi

• Working as a website and concept developer.