Vaibhavi Baingane

Training and Operations Function - ApnaAscend

• Designing curriculum and conducting training sessions for Customer Excellence, Banking and Finance Course by the skilling vertical of ApnaTime- ApnaAscend.
• Liaisoning with Training Manager for hiring processes, creating and implementing strategies pertaining to improved learner's experience, tracking their progress and created business strategies to generate more revenue.
• Leading and supporting team of 20 Trainers in their day to day activities to ensure adherence to quality standards, SLA, and proper procedures.
• Conducting quality checks by observing training styles, delivery of trainers, and providing constructive feedback to them.

Training Function - Partnership with ApnaTime Tech

• Facilitated learning sessions for Customer Service aspirants to generate employment.
• Developed and improved training courses to increase staff performance and overall training effectiveness.
• Ensured that the Standard Operating Procedures & all training related materials are updated and maintained the sign off from ApnaTime Tech to be compliant.

Training and Operations Function - Fincrime Domain (Revolut)

• Learning Experience Management- Facilitated Product Specific Training(AML, Screening, Transfer Compliance, KYC, Transaction Monitoring).
• Conducted refreshers on basis of TNI and bucketization of the BQs
• New Hire Orientation - Managed, delivered training and supported new hires with administration flow and Technical aspects
• Attended monthly training calls with client onshore training team and facilitated information flow to the Operations team, Quality team in timely and effective manner.
• Been interim Team Leader for Transfer Compliance, BTM and KYC while setting these up at vendor sites (TaskUs)
• Responsible for QC and CSAT for all the applicable LOBs.

Quality Function - FinCrime Domain (Revolut)

• Monitored and evaluated various cases to assess agent’s overall performance on daily basis.
• Conducted coaching sessions with agents and also provided feedback addressing their overall performance and product knowledge.
• Handled AML CTF, BTM, Screening, Retail, KYC LOBs. Identifying the misses and highlighting the area of opportunities to extract better performance from the agents.
• Conducted RCAs on risk incidents and covered all the LOBs with blanket refreshers.
• Provided feedback to clients in regards to handling certain high risk and data sensitive cases.
• Suggested and initiated randomizer audit process to load shed the work from QCs.

Quality Function - Travel Domain (Kiwi.com)

• Monitored agent's performance, provided feedback and created RCA on critical errors identified during audits and client escalations.
• Organized internal and external calibrations with stakeholders for ensuring consistency in audits.

• Investigated and analyzed refund claims by customers and negotiated for fair settlements.
• Supported new hires during training and reviewed their delivery for deployment into process.