Amreen Singh
Mumbai
Summary
Experienced customer experience leader specializing in digital transformation and enhancing customer satisfaction. Strong background in process improvement and stakeholder management, dedicated to cultivating a customer-centric environment through team mentorship.
Overview
13
13
years of professional experience
Work History
Lead - Customer Advocacy
Aditya Birla Housing Finance Limited
06.2017 - Current
- Championed end-to-end digital transformation, driving the Service Digital Index from 24% to 67% by expanding DIY services from 26 to 70 across digital channels.
- Increased digital customer interactions from 26% to 49%, through enhanced channel adoption and user experience.
- Improvement in Straight-Through Processing (STP) from 22% to 46%, reducing manual effort, and turnaround time.
- Designed and implemented 20 native in-app service journeys in the ABC Service App, enabling customers to self-serve without redirection to external platforms.
- Delivered key CX projects: Speech-to-Text for call centers, Detractor Calling Program, Service CRM migration (MS Dynamics to Salesforce), and EBOT migration (MYND to UNFYD).
- Improved complaint-handling processes, reducing first-time complaints by 30%, and ensuring timely resolution of RBI/NHB, legal, and high-sensitivity escalations.
- Led NPS improvement efforts, increasing Net Promoter Score from 51 to 79, through feedback loop optimization and experience enhancements.
- Authored regulatory and board-level complaint reports; supported audits (internal, NHB, ISO); published detailed MIS; and conducted process/product training across call centers and regions.
Assistant Manager
ICICI Securities Ltd.
01.2013 - 06.2017
- Delivered end-to-end resolutions for escalated complaints from clients and channel partners.
- Resolved I-Direct complaints escalated to senior management of ICICI Securities and ICICI Bank.
- Acted as single point of contact for I-Sec Direct Business Catalyst queries.
- Coordinated with teams to create exceptions and develop root cause analysis for issue resolution.
- Initiated process changes based on root cause analysis to enhance client services.
- Handled issues and requests from relationship managers via email and calls.
- Reviewed KYC documents and facilitated further processing.
- Audited service requests, complaints, and escalations across 25 teams, providing critical insights.
Education
Post Graduate - Banking & Finance
L.S. Raheja College
Mumbai01.2014
Bachelor - Banking & Insurance
L.S. Raheja College
Mumbai01.2012
Skills
- Net Promoter Score methodology
- Regulatory and compliance reporting
- Process improvement
- Customer experience management
- Quality audit
- Escalation handling
- Project management
- Cross-functional collaboration
- Test scenario development and quality assurance
- Digital customer journeys and CRM integration
Domain Knowledge
- Knowledge of personal loans, mortgages, and housing loans
- Knowledge of KYC documentation
- Knowledge of equity, mutual funds
- IPOs, exchange-traded funds (ETFs)
- Net Promoter Score methodology
- Regulatory norms and compliance requirements under RBI directions applicable to Housing Finance Companies (HFCs)
- CIC (Credit Information Company) reporting processes and regulatory guidelines, including dispute resolution mechanisms, as per RBI norms
Career Related Skills
- Regulatory & Compliance Reporting
- Process Improvement & Digital Transformation
- Customer Experience Strategy & Management
- Team Leadership & Mentorship
- Quality Audit
- MS Excel
- Escalation Handling
- Effective coordination with different teams
- Project Management & Cross-Functional Collaboration
Accomplishments
- UDAAN Quarterly Awards 2018-19
- Aditya Birla Capital Inspiration Awards: Promising Star 2022
- Aditya Birla Housing Finance Limited, UDAAN Young Achiever 2022-2023
- Aditya Birla Group - Gold Award in the B2C category, 2023
- Aditya Birla Group - Silver Award in the B2C category, 2024
- Aditya Birla Capital Inspiration Award for Customer Service Tech Transformation, 2024
Timeline
Lead - Customer Advocacy
Aditya Birla Housing Finance Limited
06.2017 - Current
Assistant Manager
ICICI Securities Ltd.
01.2013 - 06.2017
Post Graduate - Banking & Finance
L.S. Raheja College
Bachelor - Banking & Insurance
L.S. Raheja College
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