Ajaykumar Yadav Email & Phone Number

Mumbai, Maharashtra, India

• Monitored and resolved CRM issues within defined TAT, ensuring seamless operations from Day 1• Set up Talisma units and trained new joiners on processes at CCSD.• Handled escalated liabilities-related complaints and successfully converted “No/Denial” responses into affirmative resolutions.• Addressed complaints from multiple channels, including MD Desk, GRC, BO-RBI, and customer communications.• Managed escalated ECLGS cases with regulators and handled MSME portal operations.• Conducted RCA to drive process and product improvements, collaborating with business units.

Mumbai, Maharashtra, India

• Handled escalated senior management complaints, conducted RCA, and successfully resolved complex issues.• Developed standardized canned responses for the IBG team, improving communication efficiency and consistency.• Achieved a 97% quality target and 116% productivity target, ensuring operational excellence.• Resolved many customer queries, building strong customer relationships through effective service.• Trained and managed new joiners, including leading the Bridge Team to ensure high-quality customer responses.• Awarded Power Trooper for Excellence in 2007 for exceeding quarterly targets.