Experience

Credilio

• India
• Financial Services
• 100 - 200 Employee

• Senior Operations Manager

  • Apr 2022 - Present

• Operations Manager

  • Aug 2021 - Apr 2022

  Process: Bajaj FinServ, Stashfin, Paysense, Faircent, TataCapital, Standard Chartered Bank, HDFC Bank & IDFC (Personal Loan)• Maintain knowledge of different bank policies and market practices on various personal loan products as well as credit cards.• Maintain & timely update the records as per the task assigned.• Help and guide customers to best fit them with the suitable product.• Present, promote and sell/cross-sell products/services using in-depth product knowledge.• Manage team and train the new team members joining the process.• Motivate and coordinate with various in-house teams to accelerate the work process.• Achieve targets assigned as per the work profile.• Reach out to old and new customers with new products and pitch them the benefits.• Maintaining positive business relationships with channel partners.• Acts as point of contact for the resolution of the customers/channel partner’s escalations, inquiries, and complaints.• Expedite the resolution to the problems or complaints to maximize satisfaction.• Working upon day-to-day data analysis, business analysis as well as customer profiling requirements, data visualization, and any data and reporting requirements. Show less



Teleperformance

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

• Team Leader

  • Mar 2020 - Jun 2021

  • Managing team of Relationship Executive for Personal Loan lead generation. • Doing strong follow-up with the Area Sales Managers for End to end status of the leads. • Getting the disbursement status of the leads and updating the same to the customers via Calls and Emails. • Co-ordinating with the Area Sales managers for the rejected leads and getting the appropriate feedback from the field team members. • Monitoring and training up of new joiners. • Maintaining team discipline, attrition, and shrinkage. • Preparing daily and monthly performance reports of relationship executives. • Doing quality audits for team members and providing appropriate feedback. • Handling customer escalations for personal loan lead. • Handling Cross-Sell for General Insurance, Life Insurance, and Account Opening. • Worked with systems like CRM (Customer relationship management). • Preparing various reports as per process requirements. • Monthly Team Performance Management Review and Reporting. Show less



Mahindra Group

• India
• Executive Offices
• 700 & Above Employee

• Sales Floor Team Member

  • Aug 2019 - Feb 2020

  • Managing team of relationship executives for doing Dealership Follow-Up after the lead generation. • Handling escalations and special requests of the customers. • Doing strong follow-up with the Regional Managers as per the allotted Area Office and respective dealerships. • Monitoring and training up of new joiners. • Co-ordinating with the Relationship Managers through conference calls and emails. • Maintaining team discipline, attrition, and shrinkage. • Preparing team roster for every week. • Preparing daily and monthly performance reports of relationship executives. • Doing quality audits for team members and providing appropriate feedback. • Doing analysis on the lost data shared by the Dealers and sharing the feedback to the respective dealership. • Worked with systems like CRM (Customer relationship management), LMS (Lead management system). • Preparing various reports as per process requirements. • Monthly Team Performance Management Review and Reporting Show less



HANSA DIRECT PRIVATE LIMITED

• India
• 1 - 100 Employee

• Team Leader

  • Feb 2019 - Aug 2019

  • Managing team of relationship executives for lead management process. • Monitoring and training up of new joiners. • Co-ordinating with the client through conference calls and emails. • Maintaining team discipline, attrition, and shrinking. • Preparing team roster for every week. • Preparing daily and monthly performance reports of relationship executives. • Doing quality audits for team members and providing appropriate feedback. • Worked with systems like Web Console, CRM (Customer relationship management), LMS (Lead management system). • Preparing various reports as per client requirements. • Monthly Team Performance Management Review and Reporting Show less



Platinum One Properties Inc

• United States
• Real Estate
• 1 - 100 Employee

• Assistant Team Lead

  • May 2018 - Jan 2019

   Training & Development • Scheduling and arranging training while coordinating with external trainers and training programs. • Identification of training needs and nominating candidates for training. • Encouraging participation of employees in various organizational events. • Issuing training certificates after completion of the training.  Team Leadership • Team building, leadership, motivation, and mentorship • Talent development and career progression • Team organization and scheduling • Employee relations and communications across diverse lines • Staff performance management and monitoring • One-on-one performance coaching and personnel development • Skills assessment and gap analysis • Team resource allocation and skills-based assignment • Continuous process improvement and team enhancement • Collaboration and communication in a cooperative environment • Succession planning and individual development • Critical thinking and decision-making  Employee Engagement • Celebrations - Diwali, Ganpati Festival, and other company events • Effectively managing welfare measures, management - employee get-together, picnics & parties. • Developing employee engagement programs like Initiated and administered a welcome-mail policy to all new joiners, Initiated regular Birthday mailers & celebration policy. Show less



Liberty General Insurance

• India
• Insurance
• 700 & Above Employee

• Inbound Customer Service Representative

  • Nov 2015 - Apr 2018

  • Handling the customer query in regard to their policy and claim status. • Registering the claim in the CRM and informing the same to the claim officers. • Handling the claim settlement and informing the same to the customer via email and calls. • Handling the customer query in regard to their policy and claim status. • Registering the claim in the CRM and informing the same to the claim officers. • Handling the claim settlement and informing the same to the customer via email and calls.



HDFC ERGO General Insurance

• India
• Insurance
• 700 & Above Employee

• Customer Service Specialist

  • Jul 2014 - Oct 2015

  • Handling customer calls and resolving their query for the policy coverages and claim status. • Handling customer calls and resolving their query for the policy coverages and claim status.



Sutherland Global Services

• Mumbai, Maharashtra, India

• Presales Consultant

  • Jun 2013 - Aug 2013

  • Worked as in Sales Executives for Lodha Developers on a contract basis for one of their biggest projects The World located in Worli. • Worked as in Sales Executives for Lodha Developers on a contract basis for one of their biggest projects The World located in Worli.



GeBBS Healthcare Solutions

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Accounts Receivable Analyst

  • Apr 2012 - May 2013

  • Filing claims to the US insurance companies on behalf of the US Doctors. • Checking the claim status on the Insurance company's official websites and updating the same to the clients via email. • Refiling the claim with the proper documents for the rejected cases. • Filing claims to the US insurance companies on behalf of the US Doctors. • Checking the claim status on the Insurance company's official websites and updating the same to the clients via email. • Refiling the claim with the proper documents for the rejected cases.



IT Source Technologies Limited

• India
• IT Services and IT Consulting
• 1 - 100 Employee

• Voice Support Associate

  • Jul 2011 - Dec 2012

  • Handling the inbounds queries of the customer for the Broadband internet troubleshoot issues. • Handling the inbounds queries of the customer for the Broadband internet troubleshoot issues.