Karamjeet Virk

• Managing Collection Portfolio through 5 partners ,25 In house RM's
• Managing Merchant Onboarding , Engagement & Transaction thorough In house Team of 20 people contribution 50% of overall GMV Business
• Managing Merchant Invoice Validations & approvals for High GMV & subventions cases .
• Generating Incremental Revenue of 3 CR /month from Personal Loan (Sales)

• Managing 150 seater Call center with a team of 7 Process Manager , 2 T&Q and 2 HR .
• Driving Collection and Service Business for Clients like Hero, ICICI, IDFC, Airtel
• Managing Planning, leading, organizing training programs for team .Train the trainer program done for Supervisors and regular refreshers organized bases on TN
• Managing quality of service for all processes, Organize Process Audits done to ensure basic hygiene in system

• Responsible to engage, enable and drive Retail Infra COCO & FOFO for SME & SOHO Business GTM and building the proposition Sales Eco system
• Capability building of Retail team and partners on Enterprise Business
• Strategize Campaigns to build enterprise culture at stores , increase captive footfall

• Responsible for execution of service strategy through service managers /outbound campaigns /VRM , ensuring benchmarks levels of service across customer lifecycle , proactively and re actively ring fence the enterprise base
• Revenue Enhancements via customer retention,up sell and cross sell Drive Customer first agenda -RNPS,NPS&Csat
• Digital Drive and self service adoption

• Ring fencing of postpaid & prepaid base via Proactive and reactive retention and ensure longevity of customers
• Managing outbound partners and field team of 30 FOS for MNP ,VOL ,INVOL ,P2P Premium Churn and Proactive retention
• Capability building of Team members(5 FTE's) and partners(3 ) to deliver seamless customer experience and increasing productivity
• Conceptualizing and driving innovative engagement activities to enhance customer experience and build relation
• Responsible for the customer’s complaints Resolution through root cause analysis within defined TAT with 100% accuracy
• Active Member of UAT for new products ,processes and systems
• Working closely with CFT for resolution of customer issues and revisiting product & process for better customer experience
• Managed W com (Nodal & Appellate Desk )
• Responsible for reduction of repeat calls/complaints and process revision for better customer experience

Working closely with CFT for resolution of customer issues and revisiting product & process for better customer experience

Managed W com (Nodal & Appellate Desk )

Responsible for reduction of repeat calls/complaints and process revision for better customer experience

• Responsible for managing the SLA for in house inbound call center
• Managed Inbound Helpline for Trade (Retailers & Distributors) with differential treatment basis on segments