About
Competent, diligent & result oriented professional, 8+ years of widespread experience in Financial Services Operations, Customer Service, Quality Standards, Audit, Trainings ,Loan Disbursement & Team Management Skilled in preparing business development procedures , redesigning the application forms, SOPs & service delivery plans and guidelines with a bility to communicate effectively with appropriate parties, obtaining and disseminating information, while still maintaining confidentiality where necessary Effective communication with strong relationship management skills Strong analytical and interpersonal skills with aptitude for service delivery Resourceful in handling business reengineering initiatives by studying existing processes, identifying gaps and implementing solutions
Skills & Expertise
Microsoft Excel
PowerPoint
Outlook
Finnone LMS
CCMS
CSM
Salesforce
Indus
CAS
LMS
CCMS
CSM
Finnone
Induscollections
Research Interests
Customer Service
Relationship Management
Training & Development
Team Management
Communication
Relationship Management
Analytical Skills
Interpersonal Skills
Service Delivery
Business Reengineering
Process Analysis
Solution Implementation
Project Planning
Implementation
Process Adherence
Customer Retention
Vendor Management
Project Management
Persuasive Communication
Client Relationship
Presentation Skills
Cross Selling
Marketing
Analysis
Report Writing
Connect With Me
Experience
Branch Operations
Co-ordination with Sales, Credit Team for smooth running of BAU anddisbursal of TW, UCL , OMPL& LPL. Accountable for the activities involved for screening to loan disbursal . Allcustomer queries related to foreclosure, NOCs/RPS/SOA etc Cash & Collection handling, maturity closure and PI collection
Corporate Care Operations
Established Corporate Care department from scratch which is doing excellent customer relationship management by designing, implementing new SOPs after discussion with various stakeholders to streamline the processes. Resolvingall types of queries of the corporate clients of SME, MME, LAP, HL loans. Resolution of the complaints with inthe TAT so as to avoid escalations and improve customer satisfaction. End to end handling of grievances and complaints received at the Corporate Office through RBI . Ensured customer delight by closely interacting with in house team and interacting with on board customers through welcome and awareness calling.
Telecalling Manager Collections
Handling soft bkt collections through telecalling , over 30,000 accounts for North Monitoring roll status on daily basis and mapping EMI outstanding Updating paid accounts mapping from RMR and referring field team disputed/critical & high GV cases Resolution of customer queries for their respective running loans. Monitoring collection efficiency and controlling roll forwards.
Deputy Manager Operations
Provided continuous professional development and training to the team based on CIFCL protocols to ensure Standardized Operational process across the branches Responsible for Processing an average of 1500 error free files per month within desired TAT Planning branch visits to check the ongoing day to day procedures & activities of the branch Hands on various processes related to Banking, Receipting, Quality control, CRM, Vendor Management etc Spearheading the project planning & implementing it to improve the PDD efficiency of the region closely tracking the error PDDs and following with the dealers Active participant for content development for cross regional trainings imparting the importance of process adherence, customer retention Adherence to SLAs, Vendor Management/ Project Management/Team /Persuasive Communication/Client Relationship/Presentation skills Actively involved in cross selling of products life MI, TALIC, HDFC term loans, PAC etc to expand share of wallet
Marketing Intern
In-depth analysis and report titled Identifying Business potential for MMFSL in Non M&M and Non MUL segment across Rajatshan .
Education
Jaipur National University (JNU)
FMS IRM, Jaipur
Banasthali University Rajasthan
ISC Board
ICSE Board
Awards & Achievements (4)
🏆 Silver Medal
🏆 1st prize
🏆 Gold Medal
🏆 Silver Medal
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