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.
