Swati Sethia

• Manage a team of 15-20.
• Manage and improve the metrics like sales, quality and customer service.
• Achieve group targets and objectives.
• Drive NPS and CSAT scores for the Team.
• Inspire team to attend goals and pursue excellence.
• Maintain attrition within limits prescribed by organization.
• Identify opportunities for improvement and make constructive suggestion for change.
• Monitor performance against standards and provide feedback to the Team.
• Ensuring high engagement level in the Team.
• Ensuring SLA's are met for all service delivery aspects.
• Handling and resolving escalations.
• Monitor calls to improve quality of interactions with customer.
• Work closely with Training and QA Team to achieve/Improve business KPI's.
• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Developed strategy to increase sales and drive profits.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Recruited, interviewed and hired employees.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Made hiring recommendations to increase company's productivity and profitability with quality workers.

• Collected information about company objectives and employee deficiencies in order to assess training needs.
• Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
• Authored, updated and implemented training procedures.
• Reviewed effectiveness of programs and proposed updates to maximize success.
• Completed D1R program for multiple batches.
• Ensure full compliance with group, training governance framework and internal operating guidelines for training.
• Collaborated with management to identify company training needs and scheduling.

• Help clients with their telephone queries and provide outstanding customer experience.
• Identify and Promote (Upsell) banking products to clients which would benefit them.
• Built focus on customer first and single call resolution.
• Enhance service culture and took ownership on calls to provide maximum resolution.
• Maintaining relationship with clients to achieve repeat/referral business.
• Ensuring Customer satisfaction by achieving quality norms.
• Strongly follow banking ethics and code to maintaining integrity and protect client data.
• Month on Month met and exceeded scorecard ratings.

To trace customer who are uncontactable with the bank via internet and various other tools and collect payment and offer various solutions suitable to customers having finance difficulty in taking care of their payments, keeping 100% quality on call.

• Answering telephonic queries relating to collections(USA and UAE process) were my daily objectives.
• Provided resolution to the default customers by giving them a suitable long term or a short term payment plans.
• Dealt with credit card, car loan and personal loan collections.
• Trained the new joiners in collections and tracing.
• Provided feedback and call coaching and Team members
• Managed the Team in absence of the Manager.