Unnati Pilankar

• 3+ years of experience in leading divisional initiatives and driving business objectives
• Effectively managed daily operations to meet or exceed goals
• Led operational staff of ~120+ customer service representatives and ~8+ team leaders, as part of Card Correspondence & Retail Research team
• Led New Hire expansion initiative for Mumbai through 2024, onboarded 430+ FTEs while strategically driving initiatives for NH performance proficiency.
• Played a part to be a active member with DEI India council to drive the agenda forward and partnered on global initiatives

Experience of leading team with Card Lending Services for 3 years and another 3 years with Card Correspondence.

• Led a team of over 15, in a customer service oriented environment, providing coaching and guidance to ensure high quality service, abiding by regulatory requirements and equipped teams to deliver best customer experience
• Utilized excellent communication and problem solving skills to effectively resolve conflicts
• Consistently achieved high customer satisfaction ratings and improved overall team performance
• Conducted regular performance reviews and coached team members to improve job performance
• Developed and implemented innovative talent development programs to help individuals with career goals
• Additional initiatives: Lending process migration, ops controls - audit support, LMOS rollout, Back office optimization, etc.

• Resolved customer inquiries via inbound calls and complaints in a professional and timely manner
• Developed strong customer relationships and provided excellent customer service