Kasim Ali Shaikh

Nido Home Finance Limited (formerly known as Edelweiss Housing Finance Ltd.)

1 – Operations.

• Executed part-payments, loan closures, and issued Foreclosure Letters (FCLs) with accuracy.
• Utilized Neo LMS (Nucleus) for performing transactions, case tracking, updates, and workflow management.

2. Complaint Management

• Handled all escalation levels (Internal, GRO, NHB, CPGRAM) without formal training, ensuring closure within TAT.
• Collaborated with internal teams, stakeholders, and vendors; trained team members on complaint processes.

3 - Communication and Stakeholder Coordination

• Built a department communication framework from scratch across WhatsApp, email, SMS, and letters.
• Drafted and broadcasted critical regulatory and ad-hoc communications, ensuring compliance via legal and quality approvals.
• Maintained delivery reports and analyzed trends to optimize communication effectiveness. Delivered critical regulatory and ad-hoc communications involving complex data preparation and high compliance sensitivity.
• Trained team members on the communication management process.

4. Calls and Email Management

• Achieved high levels of customer satisfaction through empathetic communication and creative problem-solving skills.
• Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution.
• Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
• Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.

5-Branch walk-in management.

• Managed daily branch operations for optimal productivity and customer satisfaction.
• Handled branch customers for foreclosure and part-payment transactions, managed the acceptance and processing of payments, coordinated the release and verification of original documents, and addressed loan-related queries and procedures.

• Manage large amounts of incoming phone calls.
• Build sustainable relationships and trust with customer accounts through open, interactive communication.
• Keep records of customer interactions, process customer accounts, and file documents.
• Strong phone contact-handling skills and active listening.
• Providing complete information about the product to the customer.

• Enhanced product knowledge through continuous training and professional development opportunities.
• Built long-lasting client relationships, providing exceptional customer service and personalized assistance.
• Achieved sales goals consistently with effective communication skills, persuasive presentations, and strong product knowledge.
• Conducted successful cold calls to generate new leads and expand the company''s client base.