Jyoti Jain

Head of Call Center @Capri Global Capital Ltd.

Jaipur, IN

Spearhead PAN India Tele-Customer Units (TCU) for MSME, HL, GOLD, Car Loan, Insurance, Retention, X Bucket Collection, DSA, and Connector processes.• Launched TCU processes and operations from scratch, scaling up 5 to 75 team members.• Excel in sales for GOLD, MSME, and HL, consistently surpassing targets and achieving top rankings.• Initiate and drive digital campaigns for HL, MSME, and Insurance, significantly enhancing sales and retention efforts.• Implement cloud-based software to streamline internal processes, boost productivity, and introduce cost-effective call centre strategies that achieve the highest productivity levels.• Attained record-breaking retention and cross-sales targets within the first month, particularly in the X Bucket Collection.• Strategically manage call centre operations, assigning tasks, conducting performance assessments, and overseeing budgets to maximize efficiency and profits.• Handle complaint escalations focusing on customer satisfaction and lead continuous training programs to keep the team’s skills sharp, driving overall performance and innovation.• Optimize call centre operations, resulting in increased efficiency, reduced costs, and an improved customer experience.

University Maharani College

Bachelor of Arts - BA