Swethasri

I am committed to enhancing my knowledge, skills, and experience by engaging in challenging work environments. I will leverage these opportunities to drive personal growth and contribute meaningfully to organizational success.

Subject Matter Expert (SME) / Quality Analyst - Navi Fintech Pvt. Ltd. - Bangalore, India

(2021-10 - 2025-11)

• Conducted quality audits for tele-calling and field collection teams.
• Monitored customer interactions to ensure RBI and SOP compliance.
• Performed call monitoring, quality evaluations, and audit reporting.
• Identified process gaps and recommended corrective actions.
• Conducted coaching sessions and provided one-on-one feedback to improve agent performance.
• Supported new joiners by resolving process-related queries and providing floor support.
• Prepared quality scorecards, audit reports, and trend analysis.
• Ensured customer data confidentiality and adherence to company policies.
• Assisted in overall team coordination as an Acting Team Leader.

Human Reminder Calling Team - Navi Fintech Private Ltd - Bangalore, India

(2021-10 - 2025-11)

• Shared daily performance reports and monitored team attendance and productivity.
• Provided floor support by resolving live agent queries and process-related issues.
• Conducted 30+ call audits daily to ensure quality standards and SOP compliance.
• Delivered immediate feedback and coaching to improve agent performance and customer interactions.
• Assisted in maintaining operational efficiency and service quality.

Cash Loan Collections - Navi Fintech Private Ltd - Bangalore, India

(2021-10 - 2025-11)

• Managed overdue cash loan accounts and followed up with customers for timely repayments.
• Negotiated repayment plans and secured payment commitments based on customer situations.
• Issued payment reminders and final notices to minimize delinquency.
• Reviewed customer profiles, credit history, and repayment behavior before initiating collection actions.
• Consistently achieved and exceeded monthly collection and recovery targets while maintaining positive customer relationships.

Personal Loan Specialist - Aceperal Pvt. Ltd.

(2020-02 - 2021-03)

• Managed personal loan collection portfolios and followed up on overdue EMIs.
• Contacted customers to secure payment commitments and negotiate repayment plans.
• Maintained collection targets while delivering quality customer service.
• Handled customer queries professionally and updated collection records accurately.
• Built positive customer relationships while ensuring timely loan recovery.

Sales Executive - Ganix Nutricare Pvt. Ltd.

(2019-06 - 2019-12)

• Generated sales through outbound calls to prospective customers.
• Explained product features, benefits, and usage to customers.
• Built customer relationships and addressed product-related queries.
• Achieved individual sales targets through effective communication and follow-up.
• Maintained accurate sales records and customer information.

Collection Executive – Two-Wheeler Loan Process - Teleperformance

(2018-08 - 2019-03)

• Contacted customers regarding upcoming and overdue EMI payments.
• Explained outstanding balances, penalties, and settlement options.
• Verified payment details and updated customer records accurately.
• Resolved customer queries while maintaining high service standards.
• Achieved collection targets through effective follow-up and customer communication.

BBA - Open University

12 Std - Marist Higher Secondary School