sajal jain Fulfilling 500 Million Dreams || Wiom

Customer Experience

Wiom

Jan 2023 - Current (3 years 5 months)

- Develop and implement comprehensive strategies to enhance stakeholder experiences, fostering loyalty, and driving revenue growth. - Utilize Voice of Customer (VOC), data analysis, and insights to identify opportunities for improving customer experience and product to increase customer lifetime value. - Ensure end-to-end customer experience management throughout the entire customer lifecycle, from prospecting to retention.

Manager

Byjus

Apr 2022 - Jan 2023 (10 months)

• Led the transition of communication platforms from HyperVerge to Zoom and later Google Meet, reducing overall program costs by 27%. • Managed end-to-end call center operations for a team of 150+ members, ensuring SLA compliance, superior service quality, and high customer satisfaction. • Oversaw program budgets and drove cost-optimization initiatives, achieving a total cost reduction of 40% through strategic process improvements. • Identified and mitigated operational risks, enhancing program efficiency by 15% and increasing overall impact and effectiveness by 20%.

Assistant Manager

Byjus

Feb 2021 - Apr 2022 (1 year 3 months)

• Spearheaded the transformation from voice to video-based loan verification, reducing order cancellations by 35% and enhancing process transparency. • Cultivated strong client relationships, resulting in a 15% increase in program throughput and a 20% boost in customer satisfaction scores. • Ensured robust compliance with ISO 9001, SOC 2, ISO 27001, and CICRA standards, achieving a 90% audit score in ISO 9001:2015. • Directed the end-to-end development of app-based affordability products, automating 80% of revenue-related processes, driving operational efficiency. • Led the design and deployment of an in-house Loan Management System (LMS) integrated seamlessly with multiple banks and NBFCs, improving loan processing speed and accuracy.

Team Lead

Byjus

Apr 2020 - Feb 2021 (11 months)

• Designed and rolled out a pan-India KYC process, reducing operational errors by 65% and boosting compliance adherence by 30%. • Optimized contact center workflows, improving efficiency by 17% through targeted error resolution and streamlined communication. • Spearheaded the implementation of KPIs, KRAs, and language-specific inbound IVR systems, resulting in a 26% reduction in staff turnover and improved employee satisfaction. • Identified key process improvement opportunities, directly contributing to an additional ₹4.5 crore revenue growth within 9 months by enhancing service delivery and customer experience.

Sr compliance associate

Byjus

Nov 2019 - Apr 2020 (6 months)

- As a 7th member of the newly formed Order Assessment Team/KYC, I meticulously verified applicant details to ensure compliance with eligibility criteria, document submission, and repayment capacity assessment. -I spearheaded the documentation of all procedural SOPs, leveraging my role as one of the team's initial members to establish clear guidelines and protocols, minimizing ambiguity and enhancing efficiency in fraud detection and customer background checks. - I mentored new team members, maintaining high-quality standards throughout their training. Moreover, I designed training modules and successfully trained over 40 associates, contributing to our team's proficiency in order assessments and KYC procedures.

Business Development Executive

Byjus

Jan 2019 - Nov 2019 (11 months)

• I thrived in a fast-paced, high-pressure sales environment, consistently exceeding performance expectations and monthly B2C revenue targets of ₹5 Lakhs. • Built and nurtured stakeholder relationships to streamline processes, resulting in a 20% improvement in operational efficiency and customer conversion rates. • Demonstrated agility, resilience, and adaptability while managing tight deadlines, aggressive targets, and dynamic market challenges.

Senior Business Development Executive

Valued Epistemics

Aug 2017 - Jan 2019 (1 year 6 months)

• Collaborated cross-functionally with marketing, operations, and service teams to drive business growth and resolve customer challenges effectively. • Cultivated a customer-first mindset, ensuring tailored solutions and enhancing overall client satisfaction. • Strengthened skills in communication, relationship management, and consultative selling through daily client interactions.

S

Business Development Executive

Suphalaam Technologies Pvt Ltd

Jul 2016 - Aug 2017 (1 year 2 months)

• Leveraged cold calling to enhance persuasive communication, objection handling, and relationship-building skills; developed resilience, adaptability, and a results-driven approach, which not only boosted lead generation and client engagement but also shaped me into a stronger, more confident professional in both personal and career aspects.

sajal jain

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