Disha Purohit CHRP CHRMP

• Manage high-volume outbound campaigns to pre-qualified and cold leads, delivering
tailored GCC banking solutions.
• Exceed monthly KPIs and sales targets for Credit Cards, Personal Loans, Balance Transfers,
and Easy Cash programs.
• Analyze customer financial profiles to recommend optimal products, boosting onboarding
rates and satisfaction.
• Successfully cross-sell and up-sell supplementary banking products to maximize customer
lifetime value.
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• Onboarding & training new joiners in the telesales team.
• Mentored new agents and supported employee performance improvement & motivation activities.
• Policy & compliance adherence (KYC, documentation, and regulatory guidelines).
• relationship management & conflict resolution skills applicable to employee relations.
• Maintained reports & records relevant to compliance & audits.

Role:
•Preparation of Offer Letter, Appointment Letter, etc. for the new joiners for the UK as well as Indian Staff. Taking care of joining formalities of the Employees.
•First point of contact for any HR related work for UK or Indian staff.
•Interacting with the candidates on a daily basis to resolve their HR related queries
•Resolving queries and difficulties for the exiting staff of approx. 200 in UK and 25 in India
•Preparation of Probation Letters and Contract Variations/ Increment letters for the current staff
•Setting up reminders and calendar invites for the appraisal meetings and Probation review meetings.
•Chasing of the documents for the existing as well as new joiners
•Keeping track of all the crucial and training documents and prioritizing them as per the requirement and relevance.
•Conducting reference checks through emails as well as phone calls for UK and Indian Staff.
•Preparing weekly reports for the status of Document inflow
•Fortnightly reports for the status of Compliance for Clinical Staff in UK
•Addition and Attrition Report on a monthly basis.
•Payroll for the Indian Staff
•Generating Salary Slip for the Indian Employees
•Interacting with all the Departments as per work assigned by Director
•Preparation of Contract and Service level Agreements for Locum Staff
•Interacting with Legal Advisors to check legality for the clauses meant to be amended in Contracts and Legal Letters.
•Drafting Escalation mails, and keeping a track to follow up timely.
•Managing job posting
•Sourcing, screening and shortlisting of resumes
•Conducting telephonic interviews for further screening
•Handling Headcount status for the entire Staff
•Formulation of HR Policies
•Preparation of job description
•Facilitated man power analysis for the organization to complete recruitment needs.
•Assisted the line manager with the recruitment process of the company by sourcing effective candidates.
•Maintaining the personal files of the employees and updating the record
•Maintaining the attendance of the employees through Biometric reports.
•Maintaining the Staff Portal
•Effectively handled the transition of Staff portal from Intradoc to PARIM

• Promoted and sold comprehensive GCC banking products including credit cards, personal
loans, and balance transfers.
• Provided strategic financial advisory on global life, health, and accidental insurance products
(RSA & MetLife).
• Conducted comprehensive pre- and post-call card assessments while ensuring strong
customer relationship retention.
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• Collaborated with HR teams for onboarding & training new joiners in the telesales team.
• Mentored new agents and supported employee performance improvement & motivation activities.
• Ensured policy & compliance adherence (KYC, documentation, and regulatory guidelines).
• Built strong relationship management & conflict resolution skills applicable to employee relations.
• Maintained reports & records relevant to compliance & audits.
• Achievements: Awarded Top Performer Certificate in 2022 & 2023.

• Executed outbound campaigns pitching credit products and expedited approvals by
coordinating with the credit committee.
• Appointed to the specialized Debt Consolidation process, restructuring distressed accounts
via Performance Tenor Extensions (PTE).
• Strictly adhered to central bank KYC requirements, legal frameworks, and corporate
compliance guidelines.
• Acted as Interim Team Leader during absences and served as the primary mentor for
onboarding new agents.

• Assisted financial restructuring for clients, requiring negotiation & stakeholder management skills.
• Coordinated with internal teams & management for approvals and policy compliance.
• Trained & guided junior staff, supporting HR in onboarding processes.

• Managed end-to-end employee lifecycle operations, contract variations, and payroll for 200+
UK and 25 Indian staff.
• Partnered with legal advisors to audit contractual clauses and successfully migrated the HR
system from INTRADOC to PARIM.

• Managed end-to-end recruitment: screening, scheduling, and conducting telephonic & face-to-face interviews.
• Prepared offer letters, appointment letters, probation & increment letters for 200+ employees.
• Payroll processing & generating salary slips for India staff; maintained staff portal & HRIS.
• Conducted reference checks for UK & India employees.
• Resolved employee HR-related queries & grievances.
• Coordinated with legal advisors for contract verification & compliance.
• Maintained attendance, leave records, and personal files of employees.

Role:
•Communicating with customers and understanding their requirements.
•Doing in depth analysis including understanding different categories depending on which the best recommendation would be made to the customer.
•Attending every customer regardless of the potential and creating extra-ordinary experiences for them to remember.
•Have gone through rigorous Bose Training for more than 3 months where we master everything starting from product scripts to customer focus engagement skills.
•Managing the store on front and the backend, starting from assisting customers, cleanliness, system conditions, etc to administrative tasks.
•Preparing the business estimates for every day, every week, every month based on the number of walk ins and seasons. Also, achieving the promised business numbers.
•Making daily, weekly and monthly reports and more other reports from stocking to staffing.
•Maintaining floor standards and being responsible for training new employees helping them to perfect their demos and raising them to the floor standards.
•Managing the business in different cities like Mumbai, Pune, Baroda and Ahmedabad which has given an exposure of different markets

• Conducted in-depth client needs analysis to recommend high-end audio solutions across
multiple regional markets.

• Trained new employees on product knowledge & engagement.

Role:
•Communicating with customers within the United Kingdom regarding their day to day problems with Vodafone through E-mail, Web chat and Calls as the mode of communication and providing resolutions for the same.

Key Responsibilities:
•Making sure that the customer is satisfied with the network provider helping him with day to day problems like financial, technical and account related queries and providing the first steps of resolution to every query to make life easier and derive consumer satisfaction.



Key Achievements:
•Have been a part of the E-mail and the Web chat team at the same time due multi tasking skills, trained in managing backlogs at peak times to make sure that the production capacity does not get affected across the floor.
•Have consistently stood amongst the top three performers on the floor in terms of N.P.S (Net Promoter Score), C.SAT (Customer Satisfaction Scores) and Resolutions.
•Single point of contact for the customer service escalation team.
•Key participant for the development of new policies and procedures for better customer experience.
•Presenting the detailed daily records of work management of the staff to senior management.
•Providing support to the new O.J.T batches on the floor and taking responsibilities of their performance and reports

• Resolved technical, account, and billing queries via email, chat, and calls for UK-based
telecom consumers.
• Key Achievement: Consistently ranked in the Top 3 floor performers for CSAT and Net
Promoter Score (NPS).

• Managed escalations & grievance resolution; collaborated with HR & operations for service quality
improvements.