CHILMAKURI SHYAM

2021

• Conducted video KYC (VKYC) verification for customers during loan onboarding.

Senior Executive – VKYC & Personal Loan Inbound Support.

2022

• Promoted to Senior Executive based on performance, and process knowledge.
• Supervised VKYC quality checks and verification processes.
• Handled inbound PL customer queries, and provided detailed process information.
• Prepared and submitted daily and weekly operations reports.

2023

• Promoted as SME for VKYC and Personal Loan operations.
• Worked on in-house CRM enhancements to improve workflow efficiency.
• Documented and standardized processes across the team.
• Supported training and mentoring of new team members.

2024

• I joined the Internal Ombudsman (IO) team, working on escalated customer grievances.
• Ensured fair handling of escalations, as per RBI guidelines.
• Conducted root-cause analysis to reduce repeated issues and enhance customer satisfaction.
• Improved operational stability by reducing TAT, and driving process corrections.
• Supported accurate and timely RBI reporting.

2025

• Worked on GenAI-driven initiatives to automate and enhance operational processes.
• Improved CSAT by reducing resolution times and improving process clarity.
• Collaborated with technology teams to integrate AI-based tools for internal workflow improvements.

• Handled both B2B and B2C customers, resolving technical issues related to digital locks, security systems, and app features.
• Provided end-to-end operational support to customers, ensuring timely issue resolution, and high customer satisfaction.
• Conducted warehouse visits to inspect, analyze, and evaluate product condition and value.
• Identified products suitable for refurbishing or resale, ensuring that quality standards were maintained.
• Supported new customer onboarding, explaining product features, installation processes, and app usage.
• Coordinated with internal teams (technical, logistics, and support) to ensure smooth operations and product delivery.
• Maintained accurate records of customer issues, product analysis, and operational activities.

• Verified customer profiles and ensured accurate documentation before activating business accounts.
• Processed and validated customer data to support onboarding and compliance requirements.
• Prepared daily, weekly, and monthly sales reports for internal tracking and performance analysis.
• Analyzed sales trends and business metrics to support decision-making and improve operational efficiency.
• Maintained accurate data records and updated internal databases for reporting and analysis.
• Coordinated with cross-functional teams to resolve data issues and ensure smooth account activation.

• Conducted a detailed verification of customer profiles, validating personal information and loan application data.
• Performed end-to-end KYC checks, reviewed uploaded documents, and coordinated with customers for re-submission when required.
• Evaluated customer eligibility for loan approval according to company policies and risk guidelines.
• Assisted customers in completing auto-debit mandate signatures and loan agreement formalities.
• Supported customers throughout the loan disbursal process, ensuring a smooth and timely completion.
• Maintained accurate documentation, and updated application status in internal systems.
• Collaborated with internal teams to resolve discrepancies and deliver efficient loan processing operations.

• Conducted follow-up calls for upselling opportunities, leading to increased revenue generation from existing customers.
• Handled sensitive customer information with utmost confidentiality, adhering to data protection regulations and company guidelines.