Sheetal Gahlawat

Grievance Redressal: Team Lead cum Coordinator

• Addressing complaints received from clients/ Regulatory body/Senior Management.
• Identification of the root cause of grievance & taking corrective measures to settle the grievance and also to prevent its recurrence.
• Coordination with Local operations/Credit/Collection/Legal teams and escalation of issues to respective department to meet customer satisfaction and day to day targets to meet SLA
• Ensuring redressal is done within TAT and Maintaining/ Monitoring Quality of Script/Drafts.
• Daily Review of complaints and preparing daily workloads for team members & coordinating the daily allocation of work.
• Managing regulatory Portals & Regulators ad-hoc requirements and ensure functionality of Grievance Redressal Policy & KYC links on monthly basis and ensure to implement the required amendments as per the guiding regulatory circulars.
• Publishing MIS to Senior Management / Secretarial/Regulatory bodies (RBI/ NHB/CPGRAMS) highlighting them about complaints received and addressed reasons/root cause behind complaints, trend analysis etc.
• Special Campaign Undertaken & Follow-up Action while sensitizing all branches at PAN India level in order to reduce the number of complaints & meet customer satisfaction.
• Prepared MIS and payment trackers for SAP updates, ensuring accurate and timely data entry for co-lending process.
• Facilitated effective communication with banks, addressing data sharing requirements and promptly resolving bank queries.
• Streamlined operations by identifying inefficiencies and implementing targeted solutions for improvement.
• Collected, arranged, and input information into database system.
• Generated reports detailing findings and recommendations.
• Developed and implemented new filing systems to improve organizational efficiency and productivity.

• Lead conversion from Initial stage till end.
• Manage and follow up customer data.
• Digital marketing (Handling Advertisement and posts on social media).

• Contact new or existing customers to determine their solar equipment needs, suggest systems or equipment or estimate costs.
• Meeting with customers in store and out at site locations.
• Providing customers with information about company equipment and solar system.
• Prepare proposals, quotes, and contracts for potential solar customers.
• Coordination with technical team for resolution of queries/complaints received from customers.