---
title: "Oshin Adhikary - Bereavement in Mumbai | Tal"
description: "Meet Oshin Adhikary, Escalation Management | Regulatory Escalation | Record Management | Root Cause Analysis | Dispute Resolution | Investigation | Grievance Redressal | Ex- Banker | Ex- CIBIL | Part-time content creator based in Mumbai."
image: "https://tal.club/meet/oshin-adhikary/share-image"
---

# Oshin Adhikary on Tal

## Headline

Escalation Management \| Regulatory Escalation \| Record Management \| Root Cause Analysis \| Dispute Resolution \| Investigation \| Grievance Redressal \| Ex\- Banker \| Ex\- CIBIL \| Part\-time content creator

## About

Professional in Service and Operations\. Currently employed with credit bureau, using the skillset to solve problems by performing Root\-Cause Analysis to handle escalations addressed to RBI, Banking Ombudsman and MD alongside enhancing client satisfaction\.

## Location

Mumbai

## Work experience

Bereavement at Career Break, Aug 2025 \- Present · 9 mos, Mumbai, Maharashtra, Sole caregiver to the family member who went through a critical illness

Digital Content Creator at Other, Sep 2024 \- Present · 1 yr 8 mos, Mumbai, Exploring & learning content creation and working towards building personal identity on social media

Manager Escalations at TransUnion CIBIL Limited, Jun 2024 \- Aug 2025 · 1 yr 3 mos, Mumbai, Maharashtra, India, 1\. Complaints Management\- Reserve Bank of India/ Banking Ombudsman and Consumer Escalations\. 2\. Overall Monitoring of the escalation process\. 3\. Ensuring Compliance\. 4\. Review & Analysis of processes & procedures to identify and implement considering the operational efficiency\. 5\. Analysis of complaints received and perform Root Cause Analysis for the improvement of Escalation process with consideration to compliance\. 6\. Guide the BPO segment of CIBIL\. 7\. Collaboration with internal & external stakeholders, including Members of CIBIL\. 8\. Cross\-Training 9\. Maintenance & management of records\. 10\. Guide the team to ensure smooth functioning of processes within Escalation and grievance operations\. 11\. Investigations on disputes and Frauds 12\. Customer satisfaction

Manager Escalations\-Nodal at IDFC FIRST Bank, May 2023 \- Feb 2024 · 10 mos, Navi Mumbai, Maharashtra, India, Service Escalations 1\. Complaints Management: Handling customer escalations of all banking products addressed to MD and Principal Nodal Officer to avoid further escalation to Regulators 2\. Root Cause Analysis 3\. Staff Accountability 4\. Analysis of the complaints received 5\. Identifying gaps for process improvement and contribute to the improvements and implementations\. 6\. Customer Satisfaction

Escalations & Operations at CoinDCX, Dec 2021 \- Mar 2023 · 1 yr 4 mos, Mumbai, Maharashtra, India, Team Handling and Performance Management: Handling a team as an acting TL and a Subject Matter Expert\. Looking after the subordinates and monthly performance, provide regular feedback to team members on their performance, both positive and constructive, to help them improve and stay motivated\. Liaison with the Manager, Assistant Manager or Team Leaders of external agencies for quality, performance discussion\. Use data and performance metrics to make informed decisions about team performance, identify areas for improvement, and develop strategies to address them\. Service Level Agreement and Root cause analysis Reducing the SLA for resolving disputes within TAT CSAT and DSAT evaluation on daily and monthly basis RCA for every DSAT received on ticket and passing on the feedback to the agent\. Preparing an SOP for handling the ticket or issues and solving the ticket on fast\-track mode so that SLA can be saved\. Legal and Compliance Cases: Handling the critical cases coming via Social media, legal or cyber cell teams Coordinate within the different units to close the Escalation or ticket came via social media, legal, or cyber cell team\. Helping legal and compliance team creating the SOP for case to case basis or any new issue arising\. Conducting first level checks required for CDD, CFT, EDD & AML Operations and Coordination: Identifying the issue for priority users, Providing faster resolution to save down the SLA\. Coordinating with KYC / BAV/ FIAT \(INR\)/ CRYPTO and Trade team for any new update on product or process change\. Processing Crypto Transaction and diagnosing issues over the Explorer\. Onboarding KYC Reporting Providing a timely update to the team with the proper product and process knowledge via conducting daily meetings with the entire unit or through one on one call for better understanding\. Coordinating with the Product Development and Engineering Team to make the user friendly application by providing timely feedback over product or CoinDCX app\.

## Education

Post Graduate Diploma in Management, Operations Management and research development, Prin L\.N\. Welingkar Institute of Management Development & Research

Advanced Diploma in Business Administration, Business Administration, Management and Operations, Prin L\.N\. Welingkar Institute of Management Development & Research

[View the original profile](https://tal.club/meet/oshin-adhikary)

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