Pooja Makwana

• Managed client life cycle from initiation to completion, ensuring thorough engagement and satisfaction.
• Coordinated cross-departmental efforts to streamline operations and enhance workflow efficiency.
• Collaborated with customers to identify needs and address issues, fostering positive relationships.
• Resolved customer queries promptly to enhance satisfaction.

Credit specialist

• Responsible for front end collection for the credit card payment.
• Responsible for recovering debts from the customer whose account has been written off by bank.
• Utilized CRM software to track customer interactions and resolutions.
• Handled escalated issues with professionalism and patience.
• Responded to inquiries from customers regarding their credit cards and accounts.
• Reviewed customer credit histories to assess eligibility.
• Resolved customer complaints by providing timely solutions and support.
• Analyzed recovery cases to identify trends and improve service delivery.

• Investigated and resolved customer grievances promptly and effectively.
• Collaborated with departments to gather necessary information for complaint resolution.
• Documented grievance processes and maintained accurate records in the system.
• Communicated with customers to provide updates on grievance status and outcomes.
• Drafted reports summarizing findings and recommended resolutions for management consideration.

• Responsible for managing the outbound contact center.
• Coordinating with interdepartment for smooth transaction of the process.
• Responsible for handling the dialer activities.
• Responsible for handling the dialler activities.
• Responsible for daily briefing held with team members to discuss the targets and agenda for the day
• Mentoring the team members.
• Responsible for maintaining team rosters and publishing the same so as to ensure timely login logout.
• Responsible for maintaining team rosters and publish the same so as to ensure timely login logout.
• Responsible for managing data and driving targets within the team.