Swimming & wellbeing activities
ANEREE JOSHI
Customer Retention Specialist – Deputy Manager
Mumbai
Summary
A performance-driven professional with experience in loan closure retention, escalation management, and process improvement. I aim to contribute to organizational growth by implementing strategic retention frameworks, optimizing customer journeys, and enhancing recovery outcomes through data-backed decisions. With strong leadership ability, cross-functional collaboration experience, and a continuous learning mindset, my goal is to take on roles that challenge my capabilities, expand my expertise, and allow me to create meaningful business impact.
Overview
9
9
years of professional experience
6038
6038
years of post-secondary education
4
4
Languages
Work History
Retention Manager
Kotak Mahindra Prime Limited
01.2025 - Current
- Building and training the team, creating SOPs, and setting up workflows for handling loan closure and foreclosure cases.
- Reviewing portfolio patterns, closure reasons, and escalation drivers, and presenting recommendations to leadership to improve recovery and retention outcomes.
- Collaborating with Sales, Operations, Legal, and Risk & Credit teams to ensure smooth, compliant, and customer-centric foreclosure processing.
- Managing escalations from RBI, the MD’s Office, and Nodal Officers, ensuring timely resolution and preparing RCA reports for management.
- Designing retention playbooks based on customer profile, loan amount, and behavior to improve closure recovery.
- Suggesting pricing and policy changes to offer competitive interest rates and top-up loans to eligible customers.
- Creating feedback systems to capture and analyze reasons for loan closure, helping reduce future attrition.
- Streamlined CRM journey flow, resulting in faster case handling, improved tracking, and higher system adoption across teams.
- Coordinating with Business Heads, Management, and PAN-India Sales & Zonal Heads to align strategies, review portfolio performance, and drive retention-focused business decisions.
- Improved retention conversion on foreclosure cases by 40–45% through structured playbooks and customer-based segmentation.
- Reduced escalation TAT and improved resolution quality across PAN India.
- Trained 75+ branch and contact centre employees on customer communication, policy awareness, and retention handling.
E-Relationship Manager (Deputy Manager)
IDFC FIRST Bank
02.2022 - 12.2024
- Working for Retention department (LAP)
- Assisting customers for their LAP accounts and retaining them with solving their issues
- Helping managers for making Rosters, clearing mails from hierarchy
- Co-ordination with Operation department for repricing of cases
- Discussions with product team in regards to process
- Co-ordination with Sales team; Sales head; site head pan India
- Helping team members in process related queries
- Collating files from whole team for MIS preparation
- Also, collating files for HL team, have thorough knowledge of HL
- Closing the cases before letting it enter into High-ageing
- Clearing SAT and GRD mails in behalf of whole team along with FCL request from PAN India branches
- Managed taking escalation calls irrespective of the product - LAP/STLAP/ HL/Rural (whether it be RBI escalation) - also ensured with customer satisfaction to 100%
- Handling Nodal and MD escalations with preparation of complete RCA for the same
- Preparing RCA's for team members to present the hierarchy
- Also, helped organization for a month or two regards to VKYC process.
Admission Counsellor (Support Buddy)
Amity Future Academy - Junior (Amity Group)
08.2020 - 01.2021
- Leading team under myself for demo execution process before admission
- Counsel prospective students regarding various course demo before admission
- Post-sales support to enrolled students
- Maintaining regular database sheets and CRM
- Sales and marketing plans for business development
- Performing various delight activities for students
- Work towards new plans of promotion and discuss with management and implement it as desired
- Batch start discussion with Program team
- Co-ordination with Program and product team regularly for various activities
- Complete support for students and Parents after admission process is done
- Collection of fees after 1st payment collected by Sales team
- Coordinating with students and solving their issues.
Personal Banker (Relationship Manager)
HDB Financial Service Ltd. (HDFC Bank Subsidiary)
11.2016 - 08.2017
- Handling portfolio of more than 500 customers
- Cross Selling of all Bank Products
- Providing end to end resolutions to customers
- Co-ordination with all product team related to leads conversion
- Helping colleagues and always available for additional help to manager
- Adherence to service and sales compliance
- Maintain customer relationship with bank
- Generating leads for all bank products
- Building repo with customers
- Advice clients on financial services and resolve issues.
Education
T.Y. BAF -
M.P.V.V College
Mumbai06.2015
H.S.C. -
G.H Junior College
Mumbai06.2012
S.S.C. -
Swami Vivekananda International School
Mumbai06.2010
Skills
MS Office Suite — Excel, Word, PowerPoint, Outlook
Problem-solving & Decision-making Ability
Strong Communication, Influence & Negotiation Capability
Adaptability, Ownership & Result-oriented Mindset
Positive & Collaborative Work Approach
Ability to Build, Mentor & Scale High-Performing Teams
Conflict Resolution & Decision-Making Under Pressure
Motivating Teams Towards Targets & Process Excellence
Team Training, Coaching & Performance Enablement
Leading Cross-Functional Initiatives with Senior Stakeholders
Interests
Music appreciation, singing & dance expression
Travelling and exploring diverse cultures
Creative recreation through movement and rhythm
Creative Art & Conceptual Sketching
Accomplishments
- Represented School and College in various cultural events. (Won Prizes)
- Participated in Drama and various Debate competitions in school and college.
- Represented School in Chess and College in Carom competition. (Won prizes)
Timeline
Retention Manager
Kotak Mahindra Prime Limited
01.2025 - Current
E-Relationship Manager (Deputy Manager)
IDFC FIRST Bank
02.2022 - 12.2024
Admission Counsellor (Support Buddy)
Amity Future Academy - Junior (Amity Group)
08.2020 - 01.2021
Personal Banker (Relationship Manager)
HDB Financial Service Ltd. (HDFC Bank Subsidiary)
11.2016 - 08.2017
T.Y. BAF -
M.P.V.V College
H.S.C. -
G.H Junior College
S.S.C. -
Swami Vivekananda International School