SAGAR LONARE
Pune
Summary
Dynamic professional with extensive experience at Bajaj Finance Ltd, specializing in grievance redressal and customer satisfaction. Expertise in Advanced Excel and Lean Six Sigma methodologies drives operational improvements and enhances service quality. Proven track record of fostering cross-departmental collaboration to achieve significant gains in complaint resolution efficiency.
Overview
11
11
years of professional experience
Work History
Deputy Unit Manager – Grievance Redressal (RBI SMT)
Bajaj Finance Ltd
Pune
08.2022 - Current
- Manage RBI, legal, social media, and high-level management escalations with a focus on resolution within TAT.
- Collaborate with internal departments to identify root causes and implement corrective actions.
- Support legal/litigation teams by drafting responses to consumer court notices and legal queries.
- Lead operations of the outsourced grievance redressal center (Altruist, Pune) ensuring quality and SLA adherence.
- Prepare monthly reports and dashboards for senior management, highlighting trends, top complaints, and actions taken.
- Drive customer satisfaction improvement initiatives by analyzing feedback and complaint data.
Senior Customer Service Executive
Poonawalla Fincorp Ltd
08.2021 - 08.2022
- Resolved complex customer service requests related to home, LAP, and business loans.
- Coordinated across departments to ensure smooth handling of escalated queries.
- Maintained detailed complaint data and tracked service metrics for performance improvement.
- Participated in internal reviews and process enhancement initiatives.
Senior Operation Executive
Experttag Ecommerce Pvt. Ltd.
02.2020 - 08.2021
- Managed store operations, inventory tracking, and product launches.
- Supervised team operations, scheduling, and ensured compliance with company procedures.
- Led cycle counts and stock reconciliations to improve inventory accuracy.
- Trained and mentored team members to improve service standards.
Process Executive
Tata Consultancy Services (TCS)
06.2017 - 02.2020
- Resolved queries related to home loan documentation and processing.
- Interacted with clients and internal stakeholders for issue resolution.
- Maintained MIS reports and performed data validation using Advanced Excel.
- Managed loan rescheduling, refunds, foreclosure, and client escalations.
Bill Processing Executive
Tata Communications Payment Solutions Ltd.
10.2014 - 06.2017
- Handled vendor invoice processing and validation in SAP.
- Coordinated with finance and operations for payment approvals.
- Ensured accurate vendor payments, avoiding duplication or errors.
- Maintained compliance records for audit and reporting purposes.
Education
M.Com - Banking & Finance
Savitribai Phule Pune University
01.2016
B.Com -
Pune University
01.2013
HSC -
Maharashtra State Board
01.2009
SSC -
Maharashtra State Board
01.2007
MBA -
Dr. D.Y. Patil University
Pune, IndiaSkills
- Advanced Excel – MIS, Pivot Tables, VLOOKUP, Dashboarding
- Power BI – Basic Visualization & Trend Analysis
- SAP – Vendor Invoice Processing
- SQL – Basic Querying
- Lean Six Sigma – Yellow & Green Belt Certified
Core Competencies
- Grievance Management (RBI & Legal)
- Cross-Functional Collaboration
- Root Cause Analysis (RCA) & Process Improvement
- Legal & Regulatory Escalation Handling
- Data Analysis & MIS Reporting
- Contact Center & Vendor Management
- Customer-Centric Resolution Strategies
Timeline
Deputy Unit Manager – Grievance Redressal (RBI SMT)
Bajaj Finance Ltd
08.2022 - Current
Senior Customer Service Executive
Poonawalla Fincorp Ltd
08.2021 - 08.2022
Senior Operation Executive
Experttag Ecommerce Pvt. Ltd.
02.2020 - 08.2021
Process Executive
Tata Consultancy Services (TCS)
06.2017 - 02.2020
Bill Processing Executive
Tata Communications Payment Solutions Ltd.
10.2014 - 06.2017
M.Com - Banking & Finance
Savitribai Phule Pune University
B.Com -
Pune University
HSC -
Maharashtra State Board
SSC -
Maharashtra State Board
MBA -
Dr. D.Y. Patil University
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