Nidhi Chipre

Sales Management:

• Developed and executed sales strategies to meet or exceed sales targets and objectives.
• Monitored daily sales activities, tracked performance metrics, and provided actionable insights to drive sales growth.
• Built and maintained strong relationships with key clients, handling negotiations and resolving any issues to ensure client satisfaction.
• Maintained accurate records of sales transactions using point-of-sale systems.
• Coordinated with other departments to align sales strategies with overall business goals.

Training & Development:

• Designed and implemented comprehensive training programs for new and existing sales staff, focusing on product knowledge, sales techniques, and customer service skills.
• Conducted training sessions, workshops, and one-on-one coaching to enhance team capabilities and performance.
• Assessed training effectiveness through feedback and performance metrics, making adjustments to improve program outcomes.
• Generated regular sales reports and performance summaries for senior management, highlighting key achievements, challenges, and opportunities.
• Conducted market research and competitive analysis to identify trends and inform strategic planning.
• Monitored and analyzed sales data to identify areas for improvement and implement corrective actions as needed.

Team Handling:

• Leadership & Supervision: Led and managed a team of 80 sales representatives, 5 Team Leaders, 4 Quality Analyst, 2 Trainer & 2 Asst. Manager providing day-to-day supervision, guidance, and support to ensure high performance and achievement of sales targets.
• Performance Management: Conducted regular performance evaluations, set individual and team goals, and provided constructive feedback to drive continuous improvement and professional growth.
• Motivation & Engagement: Fostered a positive and motivated work environment by implementing team-building activities, recognizing achievements, and addressing any team concerns promptly.
• Training & Development: Identified training needs and delivered tailored training sessions to enhance team skills, including product knowledge, sales techniques, and customer service.

• Conducted regular performance evaluations for team members, identifying areas for growth and providing actionable feedback.
• Facilitated open channels of communication between team members, fostering a collaborative environment conducive to problem-solving and innovation.
• Played an integral role in the successful launch of new products or services by providing valuable input during development and implementation phases. I
• Improved customer satisfaction by efficiently addressing and resolving service-related issues in a timely manner.
• Collaborated with cross-functional teams to identify opportunities for process improvements, leading to increased overall team performance.
• I coordinate with teams to test CRM tagging across various roles, ensuring complaints and queries are correctly assigned to relevant stakeholders and departments.
• I have successfully executed projects with external vendors, providing essential support in training and ensuring timely project delivery.
• Additionally, I proficiently manage SOPs with internal and external departments across different projects, ensuring streamlined processes and fostering effective collaboration.

• Responsible for resolving all complaints escalated to MD Desk, PNO Desk, Departmental Head and Social Media.
• Handled and guided team for timely closure of Banking Ombudsman complaints, complaints received thorough CPGRAMS, consumer helpline and CEPC.
• Ensured effective functioning of Internal Ombudsman Scheme and handled cases escalated to Internal Ombudsman.
• Monitored timeliness and quality audits of complaint resolution for the Bank.
• Prepared various Standard Operating Procedures and processes for effective handling of Grievance.
• Worked on comprehensive Grievance Redressal Manual and Grievance Review Mechanism for the Bank.
• Conducted RCAs periodically for high volume complaints, MD desk complaints, external source complaints and implemented process corrections to reduce the complaint volumes.
• Ensured timely submission of reports and data to RBI and auditors.
• Drove various training programs and prepared training materials for grievances team, new joiners, Management Trainees and other stakeholders on regulations related to customer service.
• Coordinating with teams to test CRM tagging across various roles, ensuring complaints and queries are appropriately assigned to relevant stakeholders and departments.
• Successfully executing projects with external vendors, providing crucial support in training and ensuring timely project delivery.
• Proficiently managing SOPs with internal and external departments across different projects, ensuring streamlined processes and effective collaboration.
• Analyze performance metrics to identify areas for enhancement and best practices for future projects, ensuring continuous improvement. Coordinate with the team to ensure timely project delivery and effective collaboration.
• Collaborate with IT teams to implement and integrate banking systems and technologies - CRM team, Finacle team.
• Ensured alignment of technology solutions with project objectives and regulatory requirements.
• Manage infrastructure changes and upgrades to support project goals.

• Conduct training and developmental plans, strategize, drive suitable training initiatives, oversee their implementation, and assess outcomes for both new hires, as well as existing employees of the Bank.
• Built a Knowledge Bank and E-learning domain to ensure seamless knowledge transfer.
• Effectively managed major automation of projects and processes of the bank, such as IVR development, designed CRM application, service requests (query, request, complaints) mapping on CRM, process improvisation that includes 15+ straight-through processes and 150+ end-to-end processes, NPCI circular implementation and traction from inception, created SOPs, process notes, manuals, RCSA, and RCM for several functions of the bank, such as phone banking, video banking, retail internet and mobile banking, digital payments - UPI, IMPS, AEPS; video KYC, and digital acquisition - savings account and term deposit.
• Training & Development: Devise training and developmental plans, strategize, drive suitable training initiatives, oversee its implementation and assess outcomes for both new hires as well as existing employees of the Bank to ensure seamless knowledge transfer Implemented effective methods to educate, enhance and recognize performance, through training solutions for employees and tailor training programs based on training need analysis Designed and facilitated training courses, interactive e-learning modules for remote employees, updated existing training materials to maintain relevance with industry best practices 2016-12 - 2024-12 and evolving organizational needs, fostering a culture of continuous learning Supported the professional development of fellow trainers by providing constructive feedback and sharing insights on effective teaching methodologies
• Conduct live and post call audits for officers on the floor to monitor their performance.
• Participate in monthly call calibration sessions with different departments of the bank to improve synergy and process adherence
• Conduct training in Induction Programs at all level of the Bank.
• Specializing in maximizing employee performance and team productivity through targeted training programs.
• Experienced in implementing Straight Through Processes (STP) for critical products, ensuring streamlined operations and minimal risk.
• Skilled in training diverse teams on project management methodologies and analyzing data to enhance project outcomes.
• Collaborates effectively across departments and with senior management to align efforts and achieve project goals.
• Proficient in presenting project trends and status updates to senior management and board members, facilitating informed decision-making.
• Managed card block and cheque stop payment processes during the COVID-19 lockdown, implementing Straight Through Processing (STP) to ensure efficient handling and minimize financial loss for customers.
• Engage with key stakeholders including senior management, business units, and regulatory bodies.
• Maintain open communication channels to ensure stakeholders are informed of project progress, issues, and decisions.
• Address stakeholder concerns and manage expectations proactively.
• Plan and execute change management strategies to minimize disruption and ensure smooth project implementation.
• Coordinate testing, training, and deployment activities to support successful project rollout.
• Monitor post-implementation performance and address issues promptly.

• Ujjivan small finance bank- Handled customer's queries through calls and assisted the customer's complaints and resolved them.
• Conducted quality audits to analyze and understand the improve the gap other officers.
• Conduct trainings for new batches and having an experience about training.