Moazzam Khan

• Managed over 200 FTEs.
• Credit Cards-Monthly 500- Emi conversion -10 crores Personal loan 30 cr and Inbound Service Level : 85+.AHT,SLA,ASA,CSAT,FCR,CSAT.
• Managed inbound and outbound calls for debt collection and payment follow-ups, ensuring timely recovery of dues.
• Handled delinquent accounts and negotiated repayment plans to reduce outstanding balances.
• Achieved monthly collection targets consistently by applying effective communication and negotiation skills.
• Maintained compliance with regulatory and company policies during all customer interactions.
• Updated customer records and payment details accurately in CRM systems.
• Coordinated with internal teams (billing, sales, operations) to resolve disputes and payment issues.
• Reduced aging buckets (30/60/90 days) by proactive follow-ups and structured recovery strategies.
• Delivered high customer service standards while handling sensitive financial discussions.
• Monitored and followed up on promise-to-pay (PTP) commitments to ensure closure.
• Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
• Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
• Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
• Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
• Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
• Developed and delivered comprehensive training programmes, improving team skills and performance.
• Supervised team performance and implemented tailored improvement strategies
• Conducted performance reviews, identifying areas for development and rewarding high achievers.
• Developed a results-driven workplace, emphasizing personal ownership, and the delivery of superior outcomes.
• Advised senior management on facilities needs and delivered ongoing operational support.
• Optimised workforce scheduling, balancing team workload to prevent burnout and maintain morale.
• Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
• Streamlined internal processes, increasing productivity within the first year.
• Drove sales growth of 10% in one financial year by implementing innovative marketing strategies.
• Worked with HR to optimise hiring strategy, achieving a 20% reduction in time-to-hire
• Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.

• Key Responsibilities
• Successfully managed personal loans target, achieving 80 crores with strategic coordination with over 100 Relationship Manager Pan India.
• Achieved credit card target of 1,000 bookings by effectively leading 57 team members.
• Managed team of over 110 full-time equivalent staff
• Performance Management: Driving team targets , productivity, and sales conversion rates.
• Coaching & Training: Mentoring agents on sales techniques, product knowledge, and quality standards.
• Operational Support: Managing daily rosters, schedules, and shrinkage/attrition control.
• Quality Control: Monitoring call quality (QA) and handling escalated customer complaints.
• Reporting: Preparing and presenting daily, weekly, and monthly sales performance reports to management.
• Strategy Implementation: Executing sales strategies and campaigns provided by the sales manager.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving complaints promptly.

• Key Responsibilities
• Managed 100 full-time equivalents in operations for Tata Capital CD Loans and PL.
• PL Target was 10 cr and CD loan Target was 30 cr Disbursement.Acheived almost each month.
• Performance Management: Monitor daily, weekly, and monthly sales targets (KPIs) and drive team performance.
• Operations Optimization: Identify bottlenecks, streamline sales processes, and improve efficiency.
• Data Analysis & Reporting: Analyze sales data, maintain CRM hygiene, and prepare performance reports for stakeholders.
• Team Leadership: Lead, mentor, and train sales staff on product knowledge, selling techniques, and quality standards.
• Manage client relations and uphold superior quality standards

• Roles and Responsibilities
  Lead and manage a team of sales representatives to achieve sales targets
  Develop and implement strategies to drive sales growth
  Monitor team performance and provide regular feedback and coaching
  Conduct regular sales meetings and training sessions
  Analyze sales data to identify trends and opportunities
  Collaborate with other departments to ensure seamless customer experience
  Maintain strong relationships with key clients and stakeholders
  Prepare sales reports and present them to senior management
  Ensure compliance with company policies and industry regulations
  

ROLES AND RESPONSIBILITIES.

• PL Target was 50 lakh and credit card cross selling Target was 20 cards monthly and Achieved 100% consistently for each month.
• Sales & Business Development: Identify and acquire new customers through open markets, leads, and referrals.
• Lead Generation & Conversion: Develop and implement sales strategies to achieve monthly/quarterly targets.
• Documentation & Verification: Collect, review, and verify customer financial documents for loan processing.
• Customer Guidance: Advise clients on loan products, terms, and eligibility, and guide them through the application, sanction, and disbursement process.
• Relationship Management: Maintain relationships with clients to secure repeat business or referrals.
• Compliance & Risk: Ensure all loan applications adhere to company policies, lending guidelines, and regulatory requirements.