Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Accomplishments
Disclaimer
Timeline
Generic
Ajeet Anand

Ajeet Anand

Patna

Summary

Dynamic Operations Manager with a proven track record at Poonawalla Fincorp Ltd., excelling in regulatory compliance and operational efficiency. Expert in training program development and conflict resolution, I have successfully enhanced customer satisfaction and streamlined processes, driving significant improvements in service delivery and team performance.

Overview

13
13
years of professional experience

Work History

Operation Manager

Poonawalla Fincorp Ltd.
07.2024 - Current
  • Resolved customer disputes from online portals and branch walk-ins within prescribed TAT.
  • Managed team for application installation, enhancing customer access to loan services.
  • Processed complaints from social media, email, and branch sources, ensuring timely resolution.
  • Maintained daily tracker of complaints resolved versus received for performance monitoring.
  • Prepared national MIS reports on requests, queries, and complaints across all departments.
  • Facilitated onboarding for co-lending partners using LSQ and FINNONE systems.
  • Supported operations with digital payment updates and approvals from accounts team.
  • Ensured compliance with RBI guidelines and monitored adherence to service standards.
  • Directed daily operations to ensure efficiency and adherence to company policies.
  • Oversaw compliance with regulatory requirements and internal standards.
  • Coordinated training programs to develop staff skills and knowledge base.
  • Monitored daily operations to ensure compliance with company standards, regulations, and customer service expectations.
  • Resolved conflicts among employees or customers efficiently while maintaining a positive working environment.
  • Organized training programs for personnel development purposes.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

Training Manager

HDB Financial Services
Bihar, Jharkhand & Chhattisgarh
10.2022 - 01.2024
  • Delivered training on digital lending and disbursement processes to new hires within five days of joining.
  • Developed training programs for financial products and services across diverse teams.
  • Facilitated workshops and seminars to enhance employee skills and knowledge retention.
  • Collaborated with department heads to identify training needs and skill gaps.
  • Designed instructional materials utilizing multimedia tools for engaging learning experiences.
  • Assessed training effectiveness through feedback and evaluations from participants.
  • Mentored junior trainers to improve delivery methods and training strategies.
  • Organized and coordinated training sessions for new employees.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Coordinated with managers to identify skill or knowledge gaps and implement training needs.
  • Mentored team members to succeed and advance within department and company.
  • Roleplayed various scenarios with teams to build confidence in handling situations.
  • Monitored progress of trainees through feedback from managers and supervisors.
  • Identified areas of improvement in existing training methods and procedures.
  • Implemented training improvements to achieve desired results.
  • Produced reports and maintained training documents to support training activities.
  • Analyzed training needs to develop new programs or modify and improve existing.
  • Evaluated training needs weekly with sales team, utilizing data analysis for refreshment sessions.
  • Resolved queries related to policies and products through collaboration with sales and operations teams.
  • Reviewed policy and process rejected files, providing targeted training based on discussions with RSM, SM, and SO.
  • Conducted training sessions on new products and policy changes using custom PowerPoint presentations.
  • Participated in testing of Ozontel dialer application prior to company launch.
  • Assisted team in resolving escalations and application-related issues promptly.
  • Coordinated follow-ups with departments to ensure timely closure of tickets related to loans and digital lending.

Customer Service Manager

Poonawalla Fincorp Ltd (NBFC)
Patna
12.2018 - 10.2022
  • Delivered training sessions on newly developed processes for sales and operations teams.
  • Trained and mentored team members on customer service best practices and protocols.
  • Developed standard operating procedures to enhance the efficiency of service delivery.
  • Analyzed customer feedback to identify trends and improve service quality initiatives.
  • Coordinated with cross-functional teams to address complex customer issues effectively.
  • Oversaw daily operations of the customer service department to maintain high standards.
  • Conducted performance reviews to assess staff effectiveness and promote continuous improvement.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Monitored disbursal and sales activities through CRM to ensure compliance.
  • Prepared Management Information System (MIS) reports for sales and cross-sell teams to generate leads.
  • Tracked lead creation daily to meet sales targets effectively.
  • Assisted RCU in investigating potential fraud activities.
  • Resolved complaints from various departments, including social media, branch walk-ins, and emails.
  • Managed all tickets related to queries, requests, and complaints, ensuring resolution within stipulated turnaround time (TAT).
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Coordinated follow-ups on daily MIS for ticket tracking to support timely closures.

Enterprise Connectivity Lead

Reliance Jio Infocomm Limited
Patna
08.2016 - 11.2018
  • Installed My Jio App on customer devices to address queries and access applications.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Worked with cross-functional teams to achieve goals.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Maintained updated knowledge through continuing education and advanced training.
  • Recognized by management for providing exceptional customer service.
  • Provided technical assistance to corporate customers, ensuring service reliability.
  • Analyzed and resolved various technical issues, including APN and connectivity problems.
  • Resolved VOIP connectivity issues through systematic troubleshooting.
  • Utilized CRM to raise tickets, track resolutions, and gather relevant information.
  • Managed customer complaints by raising tickets per the provided escalation matrix.
  • Assessed technical errors in handsets and escalated network-related complaints accordingly.
  • Developed relationships with prospective customers through cold calls and networking.

Store Manager

Bharti Airtel Ltd.
Patna
08.2014 - 08.2016
  • Utilized software tools like ICRM, PACS, HLR to diagnose customer issues.
  • Managed daily store operations to ensure smooth functioning and customer satisfaction.
  • Trained and developed staff to enhance performance and service quality.
  • Collaborated with cross-functional teams to enhance service delivery and efficiency.
  • Resolved customer complaints promptly to maintain positive shopping experiences.
  • Analyzed sales data to identify trends and inform operational decisions.
  • Ensured compliance with company policies and procedures throughout the store environment.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Resolved customer complaints in a timely manner.
  • Updated and maintained store signage and displays.
  • Ensured compliance with safety regulations and company policies.
  • Established customer service standards and monitored staff compliance.
  • Maintained accurate records of employee performance reviews.
  • Developed strategies to maximize sales and profitability.
  • Logged complaints and generated tickets based on customer feedback.
  • Assessed routing categories related to customer complaints for effective resolution.
  • Evaluated handset configurations to identify problems before escalating to service requests.
  • Monitored network connectivity at customer locations to ensure functionality.
  • Developed customized, cost-effective solutions tailored to client needs.
  • Established relationships with prospective customers through cold calls and networking.
  • Maintained an updated service database detailing activities, partners, and opportunities.

Dishnet Wireless Ltd (On Adecco Pay Roll)
02.2012 - 07.2014
  • Sell Airtel products and services to both individuals and companies.
  • Build market position by locating, developing, defining, negotiating, and closing business relationships.
  • Handling Postpaid sells for Patna Area.
  • Identify, contact and build relationships with prospective customers through a combination of telephone and in-person cold calls, networking and referrals to obtain appointments.

Education

Bachelor in Engineering -

SJMIT
Chitradurga, Karnataka
05-2013

10+2 -

NIOS
Patna, Bihar
05-2007

10th -

CBSE
Patna, Bihar
05-2004

Skills

  • Regulatory compliance
  • Operational efficiency
  • Digital payment processing
  • Training program development
  • Customer relationship management
  • Performance monitoring
  • Conflict resolution
  • Staff mentoring
  • Team collaboration
  • Problem solving
  • Data analysis
  • Process improvement
  • Customer service
  • Cross-functional coordination
  • Staff retention
  • Staff training
  • Performance management
  • Goal setting
  • Organizational management
  • Operations monitoring
  • Solutions development
  • Staff management
  • Maintaining compliance

Languages

English, Hindi, Kannada, Marathi

Hobbies and Interests

Reading Books, Playing chess, making friends, Chatting, Talking to People, Listening Music, Cooking

Accomplishments

  • Represented college for technical seminar in inter-college seminar event.
  • Organized seminar and exhibition in college.
  • Got first prize consequently 3 years in district drawing competition.
  • Team captain of Jharkhand of National game Sepak Takraw.
  • Conducted school program including fashion show and other cultural program in 10+2.
  • Concellation prize in state level drawing and debate competition.

Disclaimer

I hereby declare that the above mentioned information is correct up to my knowledge.

Timeline

Operation Manager

Poonawalla Fincorp Ltd.
07.2024 - Current

Training Manager

HDB Financial Services
10.2022 - 01.2024

Customer Service Manager

Poonawalla Fincorp Ltd (NBFC)
12.2018 - 10.2022

Enterprise Connectivity Lead

Reliance Jio Infocomm Limited
08.2016 - 11.2018

Store Manager

Bharti Airtel Ltd.
08.2014 - 08.2016

Dishnet Wireless Ltd (On Adecco Pay Roll)
02.2012 - 07.2014

Bachelor in Engineering -

SJMIT

10+2 -

NIOS

10th -

CBSE

Similar Profiles

CREATE PROFILE
Ajeet Anand