Preeti Yadav
Six Sigma Black Belt certified CX Professional | Customer Experience, Call centre Operations & Service Quality NPS |Strategy| Collection& Retention |VendorMgt|CRM|SOP Governance Audits & Business processes re-engineering
- Role
- Lead - Enterprise Customer Service & Collection at Jio
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Preeti Yadav
Six Sigma Black Belt certified CX Professional & Service Excellence Leader with16+ years…
Experience
Lead - Enterprise Customer Service & Collection
Nov 2023 — Present · Bandra, IN
Spearheaded B2B corporate customer experience for Reliance, overseeing the complete customer lifecycle from activation, onboarding, servicing to billing, payment, collections, churn, and retention.Led end-to-end customer experience strategy, ensuring smooth onboarding,prompt resolution, and impactful post-sales support across all touchpoints.Implemented customer lifecycle automation using CRM, Billing, and IVR platforms,end-to-end lifecycle of strategic corporate accounts across Jio group accounts, ensuring seamless experience,Service delivery, customer satisfaction and SLA adherence.lead customer experience, NPS improvement and minimizing service escalations,Complaint and MTTR with a strong focus on churn control and customer retention strategies & FCR. Led collections and payment recovery for key accounts, Governed collections, billing reconciliation allocated accounts through structured dashboards, risk segmentation,and timely dispute resolution.Championed process improvements and system enhancements by conducting deep-dive RCA,customer feedback analysis, and cross-functional alignment (Sales, Network, RCU, Legal, Activation.Identified systemic issues (incorrect billing, service outages) through RCA and resolved them via process enhancements.Designed and implemented customer-centric processes by analyzing feedback (NPS/CSAT), mapping journeys, and conducting regular service camps and education initiatives.Ensured compliance with regulatory mandates (DoT, TRAI) and internal RCU protocols, including enterprise KYC, CAF audits, Periodic verifications and fraud risk mitigation controls.Collaborated with multiplel teams to fast-track activations, resolve technical/network concerns, and drive service improvements.Defined customized collection strategies and governance models based on client risk profiles and payment behaviour (weekly/monthly cadence), and escalated chronic delinquency to legal or SR MGT, reducing delinquency and accelerating recovery cycles.
Education
Devi Ahilya Vishwavidyalaya, Indore
Bachelor of Science - BS, Biotechnology
2007 — 2010
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.