Surbhi Neb

16+ years of experience in BFSI industry, including Banking domain and FinTech. In-depth knowledge of Training & Quality Governance, Credit Cards, BNPL, Unsecured loans, Phone Banking, Customer Services, Collections, Complaints Handling etc. Proficient in Team Handing, Customer escalation Handling, teamwork, analytical problem solving and communication skills.

Seeking assignments with a growth-oriented organization, and meaningfully involved in challenging assignments and contribute in all possible ways to the growth of the organization I associate with, while enhancing my own individual skills.

Date of Birth: 25th April 1986

Marital Status : Married

• Implemented Artificial Intelligence based Automated Quality Monitoring Tool with 86% Accuracy, to ensure 100% Audits of customer interactions.
• Received ThankYou Award worth INR 50,000 from PayU Finance for Conceptualizing & Creating the E-Learning module for Digital Training for LazyPay process of collections for BNPL & Personal Loan products.

PayU Finance / PaySense :

• Automated Quality Monitoring - Implemented Artificial Intelligence based monitoring Tool with 86% Accuracy and ensured 100% Audits of customer interactions.
• Spearheading PAN India Training and Quality for LazyPay Collection Process of BNPL & Personal Loan's product.
• Handling multiple outsource partners across locations in India.
• Developed an end-to-end Training and Quality Monitoring ecosystem for LazyPay collections process from the scratch.
• Designing, developing and implementing innovative training modules for knowledge enhancement of collection agents
• Train the Trainers of collection agencies to improve collection's performance and maximize the process efficiency.
• Implemented Certification process to validate the agent competencies and performance before going Live on collection calls.
• Develop process controls, standard operating (SOPs), and supporting documents for Agents training and onboarding process.
• Conduct Regular On-Site Audits at outsourced collection agencies to ensure compliance as per company polices.
• Conduct Leadership Call Listening sessions to give all the partner locations, an understanding of the agent errors, reasons of customer complaints & how the errors can be avoided in future.
• Customer Complaints Handlings for LazyPay collections process, from various channels, Like - Regulator, email, social media platforms or telephony.
• Take corrective actions on Agencies & Agents if proven guilty as per the company policy.
• Keep records about how the complaint was managed, the outcome, recommendations and any actions that need to be followed up for audit purpose.

HDFC Bank Deputy Manager (Complaints Handling) :

• Handling HDFC Credit Card related Complaints & Escalations at various channels i.e. - MD/CEO, Banking Ombudsmen, Grievance Cell & Social Media for Delhi NCR region.
• Ensure 1st revert TAT on Customer Complaints within 3 Working Hours (9:30 am - 5:30 pm).
• Collaborate with multiple departments within HDFC Bank, vendors and other parties to prepare Root Cause Analysis of the Customer Complaints, highlight the errors to resp. departments for resolution & ensure customer satisfaction post resolution.
• Ensured that the process gaps are highlighted & fixed by resp. teams.
• Worked closely on customer escalations to understand the actual needs and resolve diverse issues.

HDFC Bank Assistant Manager (Contact Centre) :

• Handling a team span of 15 customer service executives
• Managing their Operational Excellence & Performance improvement by continuously sharing feedback for productivity enhancement.
• Driving revenue generation through X-Sell & Upsell of different products on Helpline, along with ensuring good Customer Experience.
• Reward and recognition for employees on Customer Satisfaction Scores & Sales performance.
• Identify & implement process improvement initiatives.
• Analyzing improvement areas in team’s performance & giving TNI to Training team for improvement through refresher sessions.
• Handling escalations and complaints of customers & providing viable solutions. Regular evaluation of calls through Calibration sessions, to ensure Quality of Services.

ADFC (Sister Concern of HDFC Bank) - Customer Service Executive :

• Handling backend operations of Service Requests raised for Reward redemption on HDFC Credit Cards. Every card type had different rewards programme & conversion ratios. Hence ensuring correct execution of accurate amount basis customer's request.
• Analyzing all the Suspended credit cards for the actual reason of suspension - if it is bank's fault our is it from customer's end.
• Resolving all the service-related issue on suspended cards.
• Checking rewards log sheet, if phone-banker has executed the reward’s request correctly or not.