Customer Support Executive – Whirlpool Process - COGENT E-SERVICE PRIVATE LIMITED
(2019-05 - 2020-12)
- Handled inbound and outbound customer support for Whirlpool products and services.
- Assisted customers with inquiries, complaints, and service-related concerns.
- Transitioned to the Non-Voice Process (BCC – Back to Customer Care) based on performance.
Senior Customer Care Executive – Canara Bank Process - DIGITIDE SOLUTION LIMITED
(2020-12 - 2026-05)
- Handled customer queries related to banking products, loan services, and account operations professionally.
- Assisted customers by providing accurate information and timely resolutions for banking-related concerns.
- Maintained strong customer relationships through effective communication and problem-solving skills.
- Managed complaint handling, payment follow-ups, and escalations while ensuring customer satisfaction.
- Generated and managed customer leads for banking products and financial services.
- Identified potential customers and guided them regarding suitable banking solutions.
- Coordinated with customers to explain product benefits and convert leads into business opportunities.
Team Leader – Canara Bank Inbound Process - DIGITIDE SOLUTION LIMITED
(2022-09 - 2026-05)
Promoted internally as Team Leader through the Internal Job Posting (IJP) in September 2022.
- Led and managed the inbound customer service team to achieve daily performance and productivity targets.
- Handled customer escalations and ensured timely resolution of queries and complaints.
- Monitored team performance, attendance, and quality standards to maintain operational excellence.
- Provided coaching, training, and regular feedback to improve team efficiency and customer satisfaction.
- Prepared daily reports and coordinated with internal teams for process improvement and issue resolution.
- Ensured adherence to Client requirements service level agreements, Answering level, Abandoned level.
- Managing floor operations and supporting team members during critical situations.
- Monitoring CC Pulse to maintain Service Level and workforce efficiency.
- Managing shrinkage and attrition levels as per operational targets.
Team Leader – Canara Bank EFRM Process (Enterprises Fraudulent Risk Management) - DIGITIDE SOLUTION LIMITED
(2022-09 - 2026-05)
The startup of the new process EFRM ensured smooth day-to-day operations.
- Managed team performance, productivity, and process compliance to achieve business targets.
- Handled customer escalations, operational issues, and coordinated with internal stakeholders for quick resolution.
- Provided training, guidance, and performance feedback to team members to improve efficiency and service quality.
- Monitored reports, maintained process accuracy, and ensured timely completion of assigned tasks.
- Supported process implementation, workflow improvement, and team development initiatives.
- Coordinated and communicated with clients regarding new process development and implementation.
Senior Team Leader – Canara Bank SMA & KCC Collection Process - DIGITIDE SOLUTION LIMITED
(2025-02 - 2026-05)
Promoted internally as Senior Team Leader through the Internal Job Posting (IJP) in February 2025.
- Lead, supervise, and motivate a team of collection agents to meet performance and recovery targets.
- Maintained P2P percentage and conversation percentage as per client requirements and process guidelines.
- Monitor daily operations and ensure compliance with collection policies, procedures, and regulatory requirements.
- Develop and implement strategies to improve recovery rates.
- Handle escalated customer accounts and negotiate payment solutions in a professional and empathetic manner.
- Provide ongoing training, coaching, and performance feedback to team members to enhance their skills and productivity.
- Analyze collection data and generate reports to track team performance and identify areas for improvement.
- Ensure proper documentation and record-keeping for all collection activities in compliance with internal and external guidelines.
- Data uploading using CRM Tools.
- Mailing the branch to get update of top cases.
