Jinumol Jose

New Hire onboard Training

On Job Training

Process Training

Conducting engaging activities with advisors

Communicating within Team and Bridging between Top Management

Sample Call audit analysis with respect to process improvement

PKT - Preparing and Conducting

NPS and AHT analysis and target coaching

Escalation analysis

• Reviewed 70 calls weekly to track service quality and reinforce customer interaction standards during onboarding.
• Conducted 100% call listening in initial days to support onboarding and identify early coaching needs.
• Handled L1 and L2 customer queries, resolving issues with clear communication and accurate case handling.
• Managed DRR and monthly targets to keep quality activities aligned with business requirements.
• Delivered feedback and coached staff on SOP-based customer interactions through calls and emails.

• Managed private equity form logins into securities systems with accurate document handling and timely processing.
• Cross-checked customer KYC records against CVL KRA data to support compliant account verification.
• Coordinated distributor empanelment meetings with the sales team and followed through on scheduling details.

• Processed private equity and PMS fund applications with careful attention to completeness and documentation standards.
• Verified KYC documents against CVL KRA requirements before forwarding files for further action.
• Maintained clear follow-up records and applied process improvement practices to support consistent application handling.