Yashodha Khaira

Facilitate seamless customer experiences by adeptly managing phone upgrades, accurately analyzing cases, solving end-to-end queries, sensitively handling emotions and expectations, ensuring meticulous attention to customer details, and consistently prioritizing satisfaction through strong technical expertise and interpersonal communication.

Played a pivotal role in the migration process from SALAS to BANCS, identifying and addressing system glitches, initiating BTS for system fixes, and ensuring accurate processing of BAU transactions. Proactively contributed insights to enhance process efficiency, closely monitored quotes and financial transactions to mitigate customer impact, prioritized and resolved SDRM, Stake holders, and Pension coaches' cases daily, while ensuring timely processing of payments for FRP customers and creating quotes for DD plans. Maintained high standards of quality and accuracy as an auditor.

Managed pension inquiries with prompt resolutions, prioritizing tasks to meet daily targets. Identified process gaps, proposed improvements, and handled critical queries within a minimal 4-hour TAT. Collaborated with Service Delivery Relationship Managers and Complaints team, conducting cross-training and weekly audits to optimize team performance. Ensured operations met KPIs, SLAs, and regulatory standards, exceeding service targets through ongoing customer feedback-driven enhancements.