Pradnya Kadam

Streamlined cross-departmental communication to efficiently manage and resolve issues.

l Profit & loss (P&L) and revenue management: Conducted pilots with loan schemes to optimize profitability and improvement in revenue streams and financial performance

l Customer lifetime value (CLTV) & Customer retention:

▪ Revamped loan renewal process by implementing a scheme engine on the app, offering customers multiple tailored options, and enabling sales managers to optimize scheme order, resulting in a conversion rate increase from 50% to 58%

▪ Implemented automated loan renewal communication framework, optimizing touchpoints to increase average tenure by ~10%

▪ Revamped entire loan renewal process, reducing e-sign dropout from 15% to 9% by simplifying renewal & e-sign flow on the app

l Product charter for post disbursal customer experience:

▪ Reduced friction in UX & cost to serve requests by creating self-serve workflows across life cycle (Renewal, repayment, Loan mgmt.)

▪ Launched a slot booking on app feature while coordinating with multiple cross functional teams, reduced customer queries by 30%

▪ Revamped the entire communication & customer journey on app flows for loan renewal & release, resulting in cost savings of ~40L

annually by minimizing the need for manual customer support calls and improving the conversion rate

▪ Improved design & navigation of the CRM, resulting in an increase in percentage of first-call resolutions for queries and requests

l Policy Development: Develop and update escalation SOPs, and train teams on efficient escalation management.

l Crisis Management: Manage critical issues to avoid reputational damage and ensure effective crisis communication.Collection Management: Designed and executed SMS, PNs and IVRs campaigns for interest collection efficiency.

Acted as a resource for LinkedIn's corporate clients utilizing Recruiter, Professional Services, and Lite solutions.

Facilitated license transfers and performed account upgrades for business clients.

Partnered with cross-functional teams to address daily support needs of LinkedIn’s Corporate Clients in EMEA and APAC regions.

Executed strategies to address technical issues while boosting client interaction using LinkedIn Recruiter.

Engaged in partnerships with LinkedIn teams across Sales, Product Support, Marketing Solutions, Order Management and Engineering.

Committed to enhancing customer experience for LinkedIn's corporate clients in the UK/Ireland region.

Escalated unresolved issues to appropriate departments.

Acted as main liaison for managing company pages and talent solutions escalations across EMEA and APAC regions.

Supported development of new employees by providing consistent training and guidance.

Delivered comprehensive instruction in utilizing Salesforce, Dynamics, and Oracle CRM systems.

Collaborated with a leading UK-based insurance provider, Admiral.

Participated in diverse insurance projects, including motor and house sectors.

Provided expert assistance and guidance to the team during high-priority escalation scenarios.

Handled customer queries via written and verbal channels efficiently.

Engaged in meetings to comprehend client needs and deliver tailored solutions.

Led and guided efforts related to a key home insurance project.

Spearheaded a client-centric project aimed at improving retention rates.

• Wrote and submitted reports on industry trends, prompting managers to develop business plans.