Bhaumika Avlani

Customer Profile Validation (CPV) Manager:

• Oversaw pan India CPV activities, ensuring compliance with quality standards.
• Collaborated with PAN India DCH to streamline the Field Investigation Process.
• Efficiently managed data acquisition from clients and allocation to various locations using the RES application.
• Led a team of 7, including a Team Lead (TL).
• Successfully handled audits and resolved client escalations within specified turnaround times (TAT)
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.

Credit Card Operations Leader:

• Spearheaded pan India Lien and Debit operations for credit cards, serving as a pivotal support function for field teams.
• Delegated case assignments to team members for identifying liability account numbers of delinquent customers, fostering relationships, and coordinating with the Central Operations team to initiate Lien requests in FCRM.
• Directed a dynamic team of 20, contributing to recruitment efforts and talent acquisition.
• Oversaw audit processes and actively participated in continuous process enhancement initiatives.
• Formulated and implemented process improvements, significantly enhancing operational accuracy.
• Managed high-level escalations from RBI and senior management, ensuring swift resolution of inquiries within the stipulated turnaround time.
• Maintained meticulous records of Lien and Debit transactions in the system, ensuring robust documentation for audit trails.
• Executed the dispatch of Lien notification letters to customers, adhering to RBI mandates and guidelines.

Home Loan Collections Manager:

• Directed three agencies across Mumbai and the Rest of Maharashtra (ROM) for early-stage home loan collections.
• Played an integral role in the collections process, ensuring efficient recovery strategies.
• Managed the Management Information System (MIS) for Mumbai and ROM, providing critical data insights.
• Coordinated with field managers to monitor and update the collection status of delinquent accounts.
• Scheduled appointments for payment collections, facilitating both cheque and cash transactions.
• Streamlined the collections process, reducing time spent on manual tasks and increasing overall productivity.
• Implemented auto-debit processes for streamlined collections.
• Achieved a consistent 78% reduction in monthly delinquency rates, enhancing portfolio quality

• Expertly handled escalation calls, ensuring customer concerns were resolved with utmost efficiency and professionalism.
• Versatile in managing a diverse clientele, adept at tailoring service strategies to meet varied customer needs.
• Mentored team members and onboarded new employees, fostering a collaborative environment and enhancing team performance.

Key Achievements:

• Recognized for exceptional service delivery with customer appreciation communications.
• Honored with a trophy for outstanding problem-solving abilities, consistently resolving the highest number of customer queries in a timely manner.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.

Customer Engagement:

• Proficient in managing inbound customer calls, ensuring a responsive and supportive experience.
• Resolved a wide array of customer inquiries, demonstrating problem-solving skills and product knowledge.
• Educated customers on the latest offerings for savings and current accounts, guiding them towards informed financial decisions.
• Mitigated potential security risks by verifying client identities before discussing sensitive account information over the phone.
• Participated in ongoing training programs, enhancing skillset for continued professional growth within the banking industry.

• Graphic Designer at JP Graphics (January 2005 - September 2006): Spearheaded creative design projects, collaborating with cross-functional teams to ensure alignment with organizational goals.
• Multifaceted Educator and Administrator at Seami Vivekanand International School (June 2002 - December 2004): Fulfilled dual roles as an educator and graphic designer, enriching the learning experience through innovative visual aids while overseeing administrative functions.