Shivani Ailawadi
Investigation & Complaint Handling Executive @ Admiral Solutions
- Role
- Investigation & Complaint Handling Executive at Admiral Solutions
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Shivani Ailawadi
Customer-focused Complaint Resolution Specialist skilled in managing escalations, conducting end-to-end investigations, and delivering fair, regulatory-compliant outcomes (FCA/FOS). Adept at root cause analysis, documentation accuracy, and improving complaint-handling processes through preventive and corrective actions.
Experience
Investigation & Complaint Handling Executive
Jun 2024 — Present · Gurugram, IN
1- Conduct end-to-end complaint investigations, ensuring fair, balanced, and timely resolutions aligned with FCA/FOS regulatory compliance guidelines. 2-Manage complex and escalated customer complaints through both verbal and written channels, delivering clear, empathetic, and customer-centric communication. 3- Own the complaint lifecycle, ensuring accurate documentation, case updates, and audit-ready records in Guidewire system.(Earlier Vectus & 190) 4- Track and process complaint referrals from cross-functional teams, ensuring adherence to internal SLAs, regulatory deadlines, and quality standards. 5- Utilize monitoring platforms and AI-based evaluation tools to support complaint quality checks, compliance monitoring, and documentation for governance reporting. 6- Review monitoring outcomes to identify FCA/FOS policy breaches, process gaps, and compliance risks, recording detailed evaluation notes and disposition summaries. 7- Perform root cause analysis (RCA) to identify pattern trends and recommend preventive and corrective actions to reduce recurring complaints. 8- Support the Compliance division on ad-hoc complaint projects, remediation activities, and continuous improvement initiatives. 9- Partner with stakeholders across Claims, Quality, and Customer Relations to strengthen complaint handling controls, enhance customer satisfaction, and drive service recovery excellence. Awards : Best performer: August 2025, June 2025, February 2025 Best performer for probationer: September 2024
Education
Girls Government College
Master of Arts - MA, English Language and Literature, General
Shri.Sn.Sidheshwar.Sr.Sec.Public.School
High School
Manav Rachna International Institute of Research & Studies
Bachelor of Arts - BA
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