Malobika Dev Roy

Managed and monitored overdue accounts to ensure timely recovery of EMIs and outstanding loan amounts.

Handled both soft and hard collections through calls, chats.

Coordinated with customers to understand repayment issues and offered suitable resolution plans.

Maintained accurate records of customer interactions, promises to pay (PTPs), and follow-ups.

Regularly achieved monthly recovery targets and maintained high customer satisfaction scores

Handling inbound and outbound customer calls/emails/chats.

Resolving customer queries related to products or services.

Providing technical or non-technical support based on project requirements.

Ensuring customer satisfaction and maintaining high service quality.

Updating CRM, AMSsystems with accurate call details and follow-ups.

Working with internal teams to escalate and resolve complex issues.

Meeting targets like response time, resolution time, and quality score.

Assisted in recruitment processes including job postings, resume screening, and interview scheduling.

Maintained and updated employee records and HR databases.

Supported on-boarding process for new hires by preparing documents and orientation kits.

Participated in employee engagement initiatives and welfare activities.

Helped with attendance tracking and leave management.