Aditi Yadav
Mumbai
Summary
Results-driven Manager with proven ownership and initiative. Strong work ethic combined with a commitment to exceeding company goals. Expertise in fostering productive relationships and developing teams in fast-paced environments. Track record of success in achieving objectives while maintaining a collaborative team culture.
Overview
3
3
years of professional experience
Work History
Manager
Aditya Birla Capital – ABSLI
Mumbai
05.2024 - Current
- Led field enablement for IRDAI’s PPHI reforms: co-designed training content and drove pan-India rollout of the regulatory shift in insurance servicing; trained over 200 trainers and enabled last-mile delivery to more than 450 front-end service personnel.
- Governance and service value protection: Revamped value conservation query resolution model; instituted tracking dashboards, zero-backlog redressal, and zonal reporting—contributing to ₹1,692 Cr in policy value conservation.
- Launched a performance-linked field training model: built a scoring framework and quarterly assessment mechanism for E-Acharya; enabled structured capability uplift across 100+ branches.
- Pioneered the transformation of policyholder communication: Initiated the ‘Nischint Care Card’ project to replace traditional bonds with a digital-first card; finalized costing, vendor alignment, and defined customer journeys.
- Created transparent governance enablers for zonal teams: Developed cohort-wise incentive calculators, and performance analytics to guide Ops leaders on retention and productivity interventions.
- Championed CSE onboarding and development programs: Designed and executed 'Shikhar' induction and 'Ascend' capability tracks for top-performing CSEs, and tracked progress and success metrics across cohorts.
- Mapped frontline workflows for process re-engineering: Audited CSE, SM, and ZM journeys to identify automation levers, and collaborated with the QlikSense team to design a KPI dashboard.
- Led cross-functional digital initiatives: drove the revamp of the internal Knowledge Portal; facilitated vendor evaluations, requirement design, and program governance across Ops and Marketing teams.
- Built the digital servicing foundation by defining the blueprint, onboarding support resources, and transitioning the model to the S2S team for rollout.
- Redesigned the servicing team training module with monthly themes aligned to organizational goals—integrating interactive sessions, gamified quizzes, and recognition and rewards—driving an increase in participation and stronger process recall.
Intern
Aditya Birla Capital - ABFL
Mumbai
04.2023 - 06.2023
- Designed a comprehensive customer delight framework through multi-channel research, shortlisting 4 high-impact initiatives from 50+ ideas to enhance emotional connect, accessibility, and brand perception.
- Recommended actionable interventions such as CSR in the customer’s name, vernacular communication, surprise gifting, and digital UX enhancements—aimed at driving NPS, advocacy, and customer loyalty.
Customer Service Representative
Hilti India Private Limited
Gurgaon
01.2022 - 06.2022
- Acted as the first line of support, efficiently resolving 98% of customer queries and complaints within a 4-hour SLA, while managing over 100 daily calls and 50 support emails; contributed to an increase in sales through upselling and retention-focused interactions.
- Executed 70+ weekly SAP ByD transactions related to order allocation, repair processing, and complaint management; collaborated with sales and supply chain teams, resulting in an enhancement in end-to-end operational productivity and customer satisfaction.
- Tracked and reported customer service KPIs, including AHT, SLA adherence, and schedule compliance; submitted bi-weekly employee performance and deallocation reports to prevent stock blockages, and optimize resource planning across departments.
Education
MBA - Marketing & Operations
Indian Institute of Management Sambalpur
01.2024
B.Tech - Mechanical Engineering
Jaypee University of Engineering & Technology
01.2018
Skills
- Training development
- KPI development
- Process improvement
- Digital transformation
- Cross-functional collaboration
- Customer relationship management
- Performance management
Accomplishments
- National Semi Finalist among 100+ teams at the TrenDSetter 2.0 by DS Group’s Flagship Case Competition
- Position of Responsibility (Academic Committee Member – IIM Sambalpur – 2022 -2024) - Acted as a liaison between PGP, faculty & students for smooth flow of classes for a batch of 197 students; Functioned as representative of the batch handling their grievances & collating submissions and quizzes; Administered first ever buddy program of IIM Sambalpur, ‘Shashaktikaran’ for 200+ students.
Timeline
Manager
Aditya Birla Capital – ABSLI
05.2024 - Current
Intern
Aditya Birla Capital - ABFL
04.2023 - 06.2023
Customer Service Representative
Hilti India Private Limited
01.2022 - 06.2022
MBA - Marketing & Operations
Indian Institute of Management Sambalpur
B.Tech - Mechanical Engineering
Jaypee University of Engineering & Technology
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