Fehmida Khan Email & Phone Number

Mumbai, Mh, In

Mumbai Area, India

1. Managed a team for the Video KYC process (Savings A/C & CreditCard) on a 7-day roster.2. Profiling of customers to aid right cross-sell product by generating interest forCredit cards/Personal Loans/Business Loans/Health Insurance/SavingsAccounts.3. Managing and improving the functional processes, policies, and techniques inassistance of the company's objectives.4. Coordinating with members of different departments to achieve results.5. Promoting “Digital Banking” services for a superior customer serviceexperience.6. Good understanding on outbound dialer(CISCO) on strategy, data upload, othermetrics.Process : Credit Card – NTB(new to bank), Add-On & FI Curing(outbound Sale)7. Managed 3 different processes of credit card business with a team size of 32officers (CC-NTB, CC- Add On & CC - FI Curing)8. Responsible for CC sales out of applications created from online inquiries (dropoff journey) on a real-time basis offered to customers on the LIFO method.9. coordination with VKYC, Underwriting & Verification team on closure of cardgeneration.10. Conducts team meetings to update members on best practices and continuingexpectations.Process: Video KYC Inbound (SA & CC)11. Maintained 99.95% SLA along with 70% Verified for CC and 65% Verified forSA, ensuring a 98.95% approved rate on verified.12. Maintained Zero Escalation and Customer Complaint.Process: Insurance Cross Sell – Hospital Daily Cash (Outbound Sales)13. Managed insurance cross-sell product (Hospital Daily Cash Benefit)14. Regular 1 to 1 sessions with the team on performance and forecasting onachieving magical numbers, motivating the sales team to do well.Process: Savings Account (SA Drop-off Journey – Outbound Sales)15. Managed team that is responsible for opening savings account (SA) along withfunding16. Team responsible for educating customers on digital migration platforms likemobile banking applications, and online FD creation by personalized link.

Vashi

Motor Insurance and Home InsuranceRole & Responsibilities:1. Managed a team of 18 Sales advisors on an operational level.2. Managed 2 different business processes (Fresh business of Motor & HomeInsurance)3. The team was responsible for generating Sales out of leads created from Onlineinquiries on a Time basis for Car Insurance and Home Insurance on the LIFOmethod.4. Cross-Selling Insurance Products to customers (Personal Accidental Policy,Add-ons Features)5. Responsible for deciding how many policies should be sold in a given period(quarterly), then overseeing the team's progress to ensure they meet those goals byproviding strategies, training & and feedback, and target (DRR).6. Process Suggestions & and implementations to enhance work efficiency toManagement.7. Create incentive plans, and implement events to keep the sales team motivated.8. Validating the Data that can be worked and reassigning the same through DialerManagement (Genesys)9. Won the JKV (Jeet ka Vishwas) award for achieving a magical number.10. My team won multiple contests by overachieving the sales target set for thecontest.11. Preparing roster-based forecasting to ensure enough staffing on any given day.

Mumbai, Maharashtra, India

Handled technical support and medical process. set quality process for UK Casino processResponsibilities:1. Monitoring Calls attended by advisors. 2. Review Sales and send it to client through DVR (Daily verification report). 3. Refresher training and calibrations for advisors. 4. Analysis of scope of improvement and suggesting necessary actions to prevent the same. 5. Process Suggestion & implementations to enhance work efficiency. 6. Coaching & Feedback to enhance agents performance. 7. Training on process and selling skill enhancement. 8. Handled process on operational level as Acting team leader. 9. Responsible for team performance, attendance, AHT and attrition 10. Conducting team huddle and sharing best practices.

Mumbai, Maharashtra, India

Credit bureau processRole: Quality Analyst for Equifax Mortgage Solutions (EMS) Responsibilities:1. Monitoring Calls attended by advisors for 2 sites (Mumbai & Gurgaon). 2. Review edited credit file and send it to client. 3. Briefing sessions and calibrations for advisors. 4. Analysis of scope of improvement and suggesting necessary actions to prevent the same. 5. Process Suggestion & implementations to enhance work efficiency. 6. Sending updates received from Client. 7. Support operations to control volume.8. Coaching & Feedback to enhance agents performance.

Bachelor Of Commerce - Bcom, Accounting

Bachelor Of Commerce (B.Com.), Business/Commerce, General