Aarati Vilas Shinde

• Ensured compliance with internal quality standards and industry regulations
• Recommended, implemented, and monitored preventive and corrective actions to improve process quality
• Prepared quality reports and performance dashboards to analyse team metrics
• Analysed call data to identify trends, process gaps, and opportunities for improvement
• Monitored calls to evaluate agent performance and service quality
• Provided constructive feedback and coaching to agents to enhance performance
• Conducted internal calibrations and participated in regular team feedback sessions
• Led daily process huddles to align the team on goals and share key updates

• Worked in the Telemarketing department targeting the right prospects based on campaign specifications and professional demographic data
• Built account-based marketing campaigns using custom targeting options aligned with client requirements
• Gained hands-on experience in outbound calling, customer engagement, and sales pitching

• Audited voice and email interactions to ensure adherence to quality, compliance, and process standards.
• Identified top errors using tools like Pareto Charts and conducted Root Cause Analysis (RCA) to uncover recurring issues.
• Delivered constructive feedback to agents through one-on-one coaching and team training sessions.
• Conducted regular call calibration sessions with team leads and QA colleagues to maintain evaluation consistency.
• Prepared and presented daily, weekly, and monthly quality reports highlighting key insights and improvement areas.
• Worked closely with team managers to develop and implement action plans for reducing repeat errors.
• Supported ongoing improvement initiatives through refresher training sessions and mentoring of new agents.

• Made outbound calls to customers to promote and explain product as per client guidelines.
• Identified and shared sales leads based on customer interest and client requirements.
• Met daily and monthly targets for generating quality sales leads.
• Verified customer details and checked if the leads met the quality standards.
• Understood customer needs and suggested suitable loan options.
• Maintained accurate records of calls, leads, and follow-ups.
• Followed all company and client policies while talking to customers.
• Worked closely with team leaders to improve call quality and lead conversion.
• Took part in training sessions to stay updated on products and sales techniques.

• Handled international customer calls and emails related to personal loans, EMIs, and other NBFC financial services.
• Provided accurate and timely assistance on loan applications, repayment queries, and account-related concerns.
• Ensured strict adherence to compliance, data protection policies, and NBFC regulatory guidelines.
• Achieved First Call Resolution (FCR) and consistently maintained high Customer Satisfaction (CSAT) scores.
• Educated customers on using digital platforms for accessing statements, making payments, and self-service options.
• Logged and updated customer interactions in CRM and loan management systems with accuracy.
• Escalated complex or unresolved cases while ensuring timely follow-ups and resolution.
• Participated in quality reviews, daily huddles, and training sessions to enhance service effectiveness.
• Identified recurring customer issues and proposed actionable solutions to improve service delivery.

Equity Special Risk:

• Processed insurance claims and managed motorcycle insurance endorsements efficiently.
• Coordinated with internal teams and clients to facilitate seamless claim processing.
• Trained new batches on process and system handling as Backup Trainer.
• Promoted from Process Associate to Senior Associate due to consistent high performance.
• Completed insurance-related tasks and documentation accurately and within deadlines.