Pradnya Kashinath Sonawane

End-to-end process adherence in the execution of Video KYC sessions inbound, by ensuring professional conduct and client handling in the completion of Video KYC sessions.

Outcall to the customer and facilitate information to address their queries and complaints related to VKYC.

Initiating the hierarchical escalation process as per the incident management process, and extending support to the higher authorities.

Ensuring process efficiency by achieving set targets on quality parameters.

Working in multiple processes as per business requirements, such as Liability KYC, credit card KYC, and Bank Bazar process for credit card KYC.

Achieved various performance certificates in the quarter.

Handling the CRM of video KYC.

Following up with the concerned team to resolve the issue for the customer before the TAT bursts. Resolving curing cases AOF-related.

Coordinating with internal teams and branches on emails and calls to resolve customer queries and complaints before the TAT.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Developed strong working relationships with staff, fostering a positive work environment.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Collaborated with the management team to develop strategic plans for business growth and improvement.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

January 2020 - July 2020

Engaged in targeted online coursework and independent study while navigating COVID-19 disruptions.

• Took time to reassess career direction and focus on long‑term goals.
• Provided support for family during a transitional period.

Vashi, India - July 2018 - December 2019

• Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services. (Vodafone - Idea Postpaid and prepared customer.)
• Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
• Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
• Provided feedback on common user issues, collaborating with cross-functional teams on potential improvements for future releases or updates.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Maintained up-to-date knowledge of product and service changes.

Working as tech support, ticket escalation, and closing process after checking the log review report of clients.

Maintains data entry requirements by following data program techniques and procedures.

Verifies entered data by reviewing, correcting, deleting, re-entering data, and combining data from multiple systems when information is incomplete; purging files to eliminate duplication of data.

Preparing daily, weekly, and monthly MIS reports in Excel as per company format.

Maintains client's confidence and protects operations by keeping information confidential.