Aina Sachdeva Email & Phone Number

Gurugram, Hr, In

Gurugram, Haryana, India

Bangalore Urban, Karnataka, India

Developed a plan to uphold hygiene and No misleading promises should be made when calling a customer for his entire loan journey from verification to collection.Developed a plan to increase CSAT score by increasing the efficiency of customer interaction from 2.8 to 3.5.Maintained an average 90% quality score across all calling teams by creating such Disciplinary metricsResolved 100% customer issues within set SLA of 48hrs by coordination with post sale.Thus reducing the chance of cancellation and increasing collection efficiencyMitigate & manage attrition at all levelsProvided guidance and support to team members as they navigate complex or challenging work situations, including conflict resolution and change management.Handled a team of 30 QAs with 5 team leaders and 1 Assistant Manager.I was part of a Center of Excellence where I have developed and maintained deep expertise in a specific field, such as process improvement, data analytics, strengthening Policies or any other area relevant to the organization's strategic goals.

Bengaluru, Karnataka, India

Collaborated with the Manager to develop and implement business strategies and policies. Analysis of data and trends to identify opportunities for improving business rates and reducing delinquencies.Conducted regular performance reviews with team members to provide feedback and support their ongoing TAT for resolving issues with post sales team.Created Standard Operating Procedures for both QA and SME TeamsHandled customer escalation/ inquiries or issues related to services.Maintained positive relationships with customers while effectively addressing their concerns and resolving any service disputes.Data analysis and statistical methods to identify trends, patterns, and root causes of quality issues and take proactive measures to address them.Managed Tickets raised through Zendesk , Jira within TAT.

Bengaluru, Karnataka, India

Achieved Excellence in Quality (Partner support driven) & Client targetsDrafted the KRA’s for the associates.Trained new team members by relaying information on company procedures and safety requirementsConducted Process Level, Team Level Reviews, Goal Setting & driven performance through appropriate guidance & benchmarkingManaged schedules, accepted time off requests and found coverage for short shifts.

Bengaluru, Karnataka, India

Generated maximum revenue each cycle.Strong Product Knowledge and experience working in a sales teams and Loan Operations team.Collaborated with supervisors, Assistant Managers, or other team members to share insights, discuss challenges, and implement strategies to improve overall collections performanceConductions with parents from different parts of World and understanding their requirement and providing the desired productsAssisted in the preparation of quality reports, metrics, and documentation for management review.Developed business pipeline using cold and warm techniques.Got issues resolved and shared feedbacks with teams where changes were needed

Delhi, India

Developed Relationships and Account managementCRM software and sales analytics to understand which customers can be retained and would continue the services with us.Presentation and communication about the product that we worked for.Prepared the inventory / inflow reports on daily basis.Sessions and conductions with US Based clients