JIRA
Abhinav Jain
Delhi
Summary
Result driven professional with extensive experience in sales, training, operations, complaints management, customer service in the financial industry, including NBFCs, Fintech, banking & Start-Up. Proven track record of achieving targets, exceeding customer expectations, and driving revenue growth. Strong expertise in building and managing high-performing teams, implementing process improvements, and resolving complex customer issues. Adept at leveraging technology and data analytics to drive operational efficiency and enhance customer experience. Seeking a challenging role to apply my diverse skill set and contribute to the success of an organization.
Overview
10
10
years of professional experience
6
6
Certificates
2
2
Languages
Work History
Partner/Co-Founder
Kkarma Tours And Visa Consultancy
03.2023 - Current
- Co-founded and led KKARMA Tours and Visa Consultancy, successfully conceptualizing, launching, and managing operations of a startup focused on delivering personalized travel solutions, cultivating strategic partnerships, and achieving sustainable growth within the competitive tourism industry.
- Spearheaded the development of innovative travel packages tailored to diverse client preferences and budgets, resulting in increased customer satisfaction and repeat business.
- Established and nurtured strong relationships with local vendors, hotels, and transportation providers to negotiate favorable terms and ensure seamless logistical support for clients.
- Implemented robust marketing strategies, including social media campaigns, email newsletters, and targeted advertising, to enhance brand visibility and attract new clientele.
- Demonstrated strong leadership and problem-solving skills in navigating challenges such as regulatory compliance, market fluctuations, and unforeseen travel disruptions.
- Cultivated reputation for integrity, professionalism, and reliability within the travel industry, earning positive reviews and referrals from satisfied clients and business partners.
- Participated in industry conferences, networking events, and trade shows to stay abreast of industry developments, forge strategic alliances, and promote company's brand and services.
Manager - Virtual Relationship Banking
HDFC Bank
05.2022 - 01.2023
- Effectively lead, coach, and developed team of 12 to 15 Relationship Managers, overseeing portfolio size of 1500 Cr, to drive exceptional performance.
- Set clear objectives and targets for each VRM, aligning them with goals of program, and regularly track progress.
- Conduct regular performance reviews and provide constructive feedback to VRMs to improve their performance and enhance portfolio management.
- Establish and implement robust call monitoring systems to ensure VRMs make customer calls according to assigned calling plan and strategy.
- Efficiently distribute daily call triggers ensuring timely customer engagement and building strong relationships.
- Analyze call attempts and connect rates, identifying patterns and reasons for non-contactable customers, and implementing strategies to improve reachability.
- Collaborate closely with Sales heads of various products, seeking feedback on lead quality and conversion rates, and take necessary actions to address any issues.
- Monitor and identify potential customer issues resulting from improper lead management, implementing corrective measures and providing guidance to VRMs.
- Establish and maintain robust complaint's mechanism, conducting root cause analysis for complaints, and implementing corrective actions to enhance customer satisfaction.
- Regularly review customer feedback and ratings to identify areas for improvement and implement measures to enhance service quality.
- Collaborate with Unit Head and Training Manager to design and deliver effective training programs, focusing on objection handling, product knowledge, and pitching techniques.
- Monitor and track progress of VRMs after training, assessing effectiveness of training programs and making necessary adjustments.
- Generate regular reports and perform in-depth analysis of VRM performance metrics, such as leads, conversions, income, and portfolio parameters, to identify trends, insights, and areas for improvement.
- Provide actionable recommendations and insights to management based on data analysis, supporting strategic decision-making processes.
ASM Digital Partnership/Sales and Strategic Alliance
Finnable Technologies
12.2021 - 03.2022
- Manage relationship with digital partners, Digital DSA's, affiliates, and other teams both internally and externally to deliver fantastic customer experience.
- Responsible for API integration with affiliates with help of tech team.
- Support leadership to take data-driven decisions on why certain feature is needed and how it should look and work.
- Work with analytics team to obtain and report meaningful insights related to Marketplace.
- Continuously optimize user journey and sales funnels.
- Drive performance of Market place.
- Manage P&L of Digital Marketplace and suggest ideas of improvement.
- Responsible for onboarding new DSA/Freelancers.
- Responsible to develop new products for segments of existing customers varying as per channel needs.
Assistant Manager Digital Lending Sales and Operations
Home Credit India
4 2017 - 11.2021
- Looking after the end-to-end Digital Lending Operations (Core Home Credit products and other Aggregated third-party products from brands like Mobikwik, MI credit, Google Pay and Wishfin).
- Responsible for the process Management, development and execution.
- Derived and executed Backup strategies to run the business during pandemic.
- Looking after the dedicated Customer care, Back office, Anti-fraud, Underwriting and sales team to manage the KYC, Loan Disbursement, Direct Debit Mandate and Error Handling part.
- Implemented several processes to reduce operational cost and increase in digital sales.
- Responsible for the data driven reporting and working towards enhancing the throughput rate.
- Worked on several Back-Office automation and e-KYC projects to deliver quality customer experience.
- Working closely with the Digital Marketing department for several promotions.
- Responsible for addressing customer complaints, grievances and escalations within the assigned SLA.
- Ensuring ZERO downtime by conducting Portal's/App's regular health check (Business Testing) and coordinating with the technology department for the same.
- Responsible for JIRA Ticket Management and raising the relevant risk to the ORM department through THOR.
- Managing the coordination between internal departments and respective stakeholders.
- Responsible for conducting several trainings throughout the internal department for process implementation.
- Received the 'Risk Champion' award for reporting maximum operation risk via Home credit operation Risk System (THOR).
Apple Technical Support Officer
Concentrix
04.2016 - 12.2016
- Responsible to manage inbound calls for India and Singapore
- Handling customer query, request and complaint about product they purchased
- Managing real time escalations coming on live calls
- Conducting team briefing for new updates and clearing doubts among the teams about product, services and complaints coming on the calls.
Customer Support Associate-1 (EE/Microsoft)
Convergys
09.2014 - 01.2016
- Worked as customer service and complaint handling officer in Billing department
- Good knowledge of customer handling and On Call resolution via chat or call
- Sound knowledge of Root cause analysis.
Education
Bachelor of Commerce -
Sunrise University
Alwar 04.2013 - 2016.04
12th Class -
Happy Public School
Delhi 01.2012 - 2013.04
10th Class -
Happy Public School
Delhi, India 01.2010 - 2011.04
Skills
Sales Excellence
undefinedCertification
MS-Office (Excel, PowerPoint, Word)
Timeline
Partner/Co-Founder
Kkarma Tours And Visa Consultancy
03.2023 - Current
Manager - Virtual Relationship Banking
HDFC Bank
05.2022 - 01.2023
ASM Digital Partnership/Sales and Strategic Alliance
Finnable Technologies
12.2021 - 03.2022
Apple Technical Support Officer
Concentrix
04.2016 - 12.2016
Customer Support Associate-1 (EE/Microsoft)
Convergys
09.2014 - 01.2016
Bachelor of Commerce -
Sunrise University
04.2013 - 2016.04
12th Class -
Happy Public School
01.2012 - 2013.04
10th Class -
Happy Public School
01.2010 - 2011.04
Assistant Manager Digital Lending Sales and Operations
Home Credit India
4 2017 - 11.2021
Software
ZOHO Mails
CRM
POWER BI
Nationality
Indian
Birthdate
11/18/94
Street
House No.2241, Gali Badi Pahar Wali Dharampura, Chandni Chowk, Delhi -110006
Personal Information
- Nationality: India
- Marital Status: Married
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