Abin Albert

Led the calling team supporting field collections, including agent/team-lead scorecards, rewards and recognition checks, and PIP dashboards. Managed in-app agent experience in Cosmos by troubleshooting release and bug issues with Product and Engineering while keeping compliance and conduct requirements. Handled call-recording compliance and SIM documentation, onboarded/managed vendors for geocoding and WhatsApp call/chat recording, and tracked cycle plans for 1–30 DPD cases with payment sync escalations to tech teams. Directly managed 3 contract agents and performed quality checks through field visits.

Joined the customer experience email workflow and built an escalation path so customer issues had clear ownership and resolution follow-through. Resolved RBI-related customer disputes where resolution was possible, and defended the company when a breach was identified by documenting the actions already taken for the customer. Converted recurring customer problems into root-cause analyses across collections, insurance, and UPI.

Processed online art orders end-to-end, covering printing, packaging, in-store customer handling, and packaging-material inventory management. Coordinated marketplace logistics for outbound shipments across Amazon, Flipkart, and Pepperfry, ensuring orders moved correctly to customers.