Priyanka Rajpoot

Customer service and banking operations professional with over 6 years of experience in loan processing, MIS reporting, CRM management, and team leadership. Skilled in escalation resolution, advanced Excel reporting, and cross-functional coordination. Seeking to bring strong analytical and communication skills to an organization that values hard work and rewards initiative.

Customer Care Team Leader at SK Finance Ltd. (2026-03 – Present)

• Led and supervised a team of telecalling executives to achieve business targets.
• Monitored daily team performance and maintained productivity standards.
• Conducted training, coaching, and regular feedback sessions for team members.
• Handled customer escalations and ensured timely resolution.
• Prepared MIS reports and analyzed team performance metrics.
• Ensured adherence to quality standards and company policies.
• Coordinated with cross-functional departments for smooth operations.
• Motivated the team to improve performance and achieve KPIs.
• Worked with Salesforce CRM, LMS, and SKOP platforms.

CPA (Operations) at Axis Bank Ltd. (2023-03 – 2026-03)

• Managed disbursement of personal and auto loans (two-wheeler and auto loans).
• Resolved loan-related queries, delivering prompt and accurate information to ensure customer satisfaction.
• Investigated and resolved customer issues and complaints, presenting suitable solutions.
• Processed loan account closures, cancellations, part payments, insurance surrender and cancellation, ROI conversion, and death claim requests across multiple insurance companies.
• Prepared manual NOCs and lists of documents for mortgage loans; handed over original property documents to customers.
• Resolved discrepancies in CMS, tracked service requests, and monitored location and unit TAT (turnaround time).
• Generated leads in CRM and consistently sought feedback to improve Net Promoter Score (NPS).
• Provided technical support to customers experiencing issues with products, services, or online platforms.
• Handled customer escalations and provided draft responses to customers.
• Managed loan linking, DD printing, DD MIS maintenance, and PDD collection from vendors.

Team Coordinator (HDFC Bank Project) at Jabalpur Computer Academy (2019-07 – 2023-02)

• Coordinated verification processes for Residence, Office, and eCPV (enhanced Contact Point Verification) for products including credit cards, QR codes, swipe machines, POS machines, and Smart Hub/Paytm.
• Conducted profile verification and submitted reports through software to bank authorities within TAT.
• Maintained records and reports using Excel and Word.

Master of Science in Physics – Rani Durgavati Vishwavidyalaya (2022)

Bachelor of Computer Science in Computer Science – Mata Gujri Mahila Mahavidyalaya (2019)

12th Standard – Government Girls Higher Secondary School (2016)

10th Standard – Government Girls Higher Secondary School (2014)