👉 𝗖𝗿𝗼𝘀𝘀 𝗙𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 & 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁● Spearheading a cross-functional team of 20 to include Team Leads, Service Delivery, Customer Success and associates● Coordinating with CFOs, MDs, Finance Managers, Operations Managers of the company at client's end● Guiding, training and monitoring team targets to manage 2500+ clients across pan India👉 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 | 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 & 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻● Successfully bolstered the customer retention rate from 50% to 95% by analyzing transaction patterns and boosting customer engagement● Managed end-to-end customer success vertical to maintain a CSAT score of 95%, growth of 250% in number of transactions and ~300% growth in cards usage● Effectively surpassed the annual product renewal target of 85% by achieving >90% renewal rate👉 𝗧𝗲𝗮𝗺 𝗜𝗻𝗰𝘂𝗯𝗮𝘁𝗶𝗼𝗻, 𝗘𝘀𝗰𝗮𝗹𝗮𝘁𝗶𝗼𝗻 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 & 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻● Spearheaded ~5 critical escalations on a monthly basis w.r.t to issues like Onboarding, Transaction Failure, etc.● Launched 2 new verticals Lead generation and Sales and incubated a team of ~20 members to manage the same● Implemented Freshsales, a sales CRM software to track team tasks and manage performance👉 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗢𝗻-𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴, 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻 & 𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁● Cultivated and maintained stellar business relationships with 2500+ corporate clients like GFC, RSPL, etc.● Implemented and analyzed pilot projects with ~1200 customers and enhanced the onboarding percentage from 30% to 70%👉 𝗗𝗮𝘁𝗮 𝗔𝗻𝗮𝗹𝘆𝘀𝗶𝘀, 𝗖𝗼𝗹𝗹𝗲𝗰𝘁𝗶𝗼𝗻𝘀 & 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁● Ensured 100% product engagement by analyzing card usage pattern across ATM, POS and Online● Enabled and ensured 2500 customers to leverage the solutions and actively engage in fee-based resources

👉 𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀● Promoted as Quality Auditor in the month of Feb’14● Honored with ‘Dell Champion Award’ for consistently giving performance in the team out of 5 nominees | ‘14● Received ‘On the Spot Award’ out of 7 nominees for Best Production and Attendance | Dec ‘13● Awarded with “Star Employee of the month” for best overall performance | May ‘14👉 𝗔𝘂𝗱𝗶𝘁𝘀, 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗔𝗻𝗮𝗹𝘆𝘀𝗶𝘀, 𝗥𝗲𝗽𝗼𝗿𝘁 𝗚𝗲𝗻𝗲𝗿𝗮𝘁𝗶𝗼𝗻 & 𝗖𝗹𝗶𝗲𝗻𝘁 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁● Managed the audits of account receivable transactions for 15 clients to maintain the quality score of 98%● 300+ Voice and web accounts audits as per the parameters and client specific factions● Managing team of 40 associates and responsible for their quality performance.● Verify the received payment details with concern department and their supervisors over the phone or by email● Conducted root cause analysis, generated reports and prepared monthly reviews Snapshots● Interacted with ~10 clients and conducted calibration sessions to explore new Quality opportunities● SPOC documentation of physician billing, managing all the reports & inventories and running focused analysis/reports whenever necessary● Rendered assistance for preparing collection & production reports w.r.t Process Alignment, Response time, etc.● Acted as a SPOC for hospitals while guiding process documentation, generating reports & managing inventory

𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 & 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁● Led a team of 13 in operations as a Team Lead to maintain the TAT and achieve the 95% of SLA● Created weekly reports to measure the performances of associates while analyzing voice quality performance