Experience

IndiaLends

• India
• Financial Services
• 100 - 200 Employee

• Customer experience Team Lead

  • Jun 2022 - Present

  Leading indialends support team( i.e. backend, customer service & social media team) Taking follow up with different different lenders and resolve customer concerns on TAT. Manage the interpersonal conflict between agents. Doing regular audit for process related improvements. Taking initiative for team skill’s improvement. Taking interview for operation screening. Work on CRM,fresh-desk & Ameyo. Taking service team training as per the process requiremnets. Handling social media escalation, google play store reviews and google review and take initiative for improvement the rating of all parameters. Show less



Indiabulls Consumer Finance Limited

• India
• Banking
• 700 & Above Employee

• Assistant Manager

  • Jul 2021 - Jun 2022

  Handling 75 officers (operating a team of 75 officers at Noida location as an Assistant manager). Operating 3 LOB in the same organization like Onboarding process, subscription process and DV (Document verification part) with required manpower. Track the progress of weekly, monthly and quarterly. Making a daily manpower list for each campaign for the better output. Supervising and guiding the sale team as well as providing equal opportunity to grow to motivate staff to achieve sale target. Taking interview as per the process requirement. Listen to team members’ feedback and resolve any issues or conflicts. Show less



Silaris Informations Pvt Ltd

• India
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• Customer Service Team Lead

  • Jan 2021 - Jul 2021

  Handling a team of 30 executives. Handling 2 LOB in an organization (i.e. Max life insurance and BharatZup). Data Analysis & Sharing of best practices with team. Address all query of client and ensure same would be met. Publishing daily reports for team regarding pendency and closer. Implementing quality measures for improving best result from team. Uploading the data on dialer and preparing Daily MIS and share with the client. Assisted the team in the operating of day-to-day “floor “activities. Maintaining the Roster, Attendance, Shrinkage and Attrition of the team. Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Lead

  • Oct 2017 - Jan 2021

  Working in RBL bank credit card department. Handling internal and external Escalation related to banking credit card. Responsible to resolve query and concern over the call and email Understanding customer’s need and as per that pitching right product. Handling the CRM and CRU Escalations. Reviewing workloads and manpower to ensure targets are met. Demonstrate technical abilities to develop reports. Working in RBL bank credit card department. Handling internal and external Escalation related to banking credit card. Responsible to resolve query and concern over the call and email Understanding customer’s need and as per that pitching right product. Handling the CRM and CRU Escalations. Reviewing workloads and manpower to ensure targets are met. Demonstrate technical abilities to develop reports.



Delhi Metro Rail Corporation Ltd

• Railroad Equipment Manufacturing
• 700 & Above Employee

• Supervisor

  • Jan 2017 - Oct 2017

  Working as supervisor in an A2Z Infaservices (i.e. 3rd party of DMRC) Handling 15 manpower of team Allocate manpower basis there tenure and working ability Maintain the PF related concern of all executive Working as supervisor in an A2Z Infaservices (i.e. 3rd party of DMRC) Handling 15 manpower of team Allocate manpower basis there tenure and working ability Maintain the PF related concern of all executive