Komal Chheda

Sales Leadership & Business Growth Customer Success & Support

• Lending Operations & Growth
  Scaled AUM from ₹10L to ₹3,500Cr and expanded customer base from 1,000 to 5Cr+ via digital channels, B2C, and PAN-India aggregator partnerships.
  Strategic Partnerships: Collaborated with digital affiliates and aggregators to amplify market reach and accelerate growth.
• Co-Lending Initiatives
  Grew Co-Lending AUM from ₹1Cr to ₹500Cr through alliances with banks and NBFCs, optimizing shared risk and reward models.
• Wealth Management (NCD)
  Increased NCD AUM from ₹10Cr to ₹350Cr, diversifying funding sources and strengthening investor relations.
• Insurance Integration
  Launched bundled loan-insurance products, generating ₹185Cr in premium and enhancing customer value.
• New Business Streams
  Pioneered BNPL and end-use loan products (electric vehicle, medical, travel, education), expanding market presence.
• Product Innovation
  Developed Credit Line products and WhatsApp-based credit solutions, streamlining customer access.
  Embedded Finance: Enabled seamless lending via Web, GPay, and IRCTC, integrating finance into customer journeys.
• Tech & Compliance
  Led API integrations, KYC/verification, bureau data utilization, and VKYC implementation for risk management and compliance.
  Managed RBI audits and lender due diligence for debt lines, ensuring robust governance and trust.
• Top-Line Management
  P&L Accountability: Drove profitability and growth, consistently delivering on top-line targets.
• Customer Support Strategy: Developed and executed a support strategy for over 1 million active customers, enhancing monthly active users (MAU), and reducing churn by 55% through lifecycle interventions.
• Team Leadership
  Built and scaled high-performing support teams, focusing on training, compliance, and productivity.
• Service Excellence
  Implemented CRM transformation, AI-driven sentiment analysis, and IVR automation, reducing TAT by 68%.
  Established SOPs and SLAs to standardize service delivery while ensuring regulatory compliance.
• Regulatory & Partner Management
  Served as Nodal Officer, ensuring adherence to RBI norms and efficient grievance resolution.
  Managed partner and payment gateway relationships, ensuring timely complaint resolution and operational continuity.

Drove user acquisition and GMV growth for FreeCharge through targeted campaigns.

Executed timely digital and offline campaigns, resulting in successful pitches and closures.

Secured partnerships with major brands including SnapDeal and Amazon for strategic collaborations.

Engaged e-commerce platforms, affiliates, and corporate partners to enhance market presence.

Conducted analysis of closed campaigns to improve future campaign strategies.

Collaborated with offline brands such as Walmart and Baskin Robbins to increase visibility.

Established strong affiliate relationships with Zaggle and Cashkaro to broaden reach.

Developed corporate tie-ups with FMCG brands like Britannia, Pepsi, and iD Fresh for consumer promotions.

Developed Gift Cards and Debtors Account products to enhance customer offerings.

Established Movie Cards product to diversify service portfolio.

Facilitated corporate bookings for major events, including Formula One 2011 & 2012.

• Coordinated corporate bookings for Sunburn and IPL 2011 & 2012 events.
• Managed client relations at Rentrak India to strengthen partnerships.
• Negotiated contracts with corporate clients for large-scale events.

Implemented strategies to improve client satisfaction and retention.

• Led cross-functional teams to deliver innovative product solutions.

• Tracked administrative tasks and marketing activities to ensure effective operations.
• Engaged with clients to gather requirements and address inquiries promptly.
• Sent quotations and conducted follow-ups to secure client commitments.
• Maintained regular communication with new clients to obtain feedback and enhance service.
• Coordinated with technical team and vending machine providers to ensure timely supply.
• Collaborated with production department to facilitate premix supply processes.
• Coordinated efforts with sales manager to align strategies and targets.
• Analyzed sales reports and prepared comprehensive performance summaries.

• Resolved customer inquiries through effective call management and problem-solving.
• Completed roster formalities to maintain accurate team records.
• Conducted regular quality checks to ensure adherence to service standards.
• Monitored monthly call metrics for each Customer Service Center (CSC).
• Communicated feedback from quality assessments to all Customer Service Executives (CSE).
• Updated team members on product changes to enhance knowledge and performance.
• Provided regular updates to team manager on performance metrics and customer feedback.
• Set performance targets and served as a role model for team behavior and attitude.

• Delivered effective leadership to the team, fostering a collaborative environment.
• Planned and implemented innovative ideas to enhance project outcomes.
• Resolved work-related issues promptly to minimize disruptions.
• Engaged with clients to understand and align with their expectations.
• Collaborated with models and stars to ensure smooth event execution.
• Reported daily to channel head on team progress and challenges.
• Coordinated all event logistics, managing tasks across the entire team.

• Provided clients with detailed property information to facilitate informed decisions.
• Resolved client issues and disagreements to maintain strong relationships.
• Reported daily activities and updates to management for oversight.
• Interacted with clients to understand their expectations and preferences.