Amit Mishra

Background

About Amit Mishra

Collection strategy & Dialer operations leader with over 17 years of expertise in banking, financial services, and customer lifecycle management. Specializing in collections enhancement, dialer optimization, and digital transformation. Proven track record of implementing innovative strategies to enhance customer engagement, streamline workflows, and drive operational efficiency. Core Expertise: • Designing and executing strategies to optimize contact center performance and achieve high recovery success. • Leveraging advanced tools like Genesys and Avaya for dialer optimization and workflow automation. • Building high-performing teams and fostering collaboration to deliver sustainable results. Recognized for driving transformational projects, improving customer outcomes, and aligning processes with organizational objectives. Passionate about using data-driven insights to enhance efficiency and deliver measurable results. Proficient in real-time management through innovative solutions like the RTA bot invention. Demonstrated success in PRI management and analyzing the best time to call for improved connectivity. Demonstrated proficiency in a diverse range of financial products, including Home Loan, LAP, Two-Wheeler Loan, Auto Loan, Farm Loan, Personal Loan, Business Loan, Consumer Loan, and Micro Loan. Responsible for overseeing RBI regulatory compliance and internal audits, as well as managing customer complaints and escalations in collaboration with GRO, PNO, and other internal teams. Successfully led IVR/CRM management and implemented digital journeys to elevate the overall customer experience.