Aartee Bajaj
Mumbai
Summary
Dynamic & result-oriented professional and a track record for achieving business goals in rapidly changing environments. Consistently showcased leadership and problem-solving skills to streamline operations resulting in cost optimization and productivity improvement.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Work Force Management - Senior Manager
Citibank N.A/Axis Bank
11.2018 - Current
- Excel in Using Gensys, Verint ,CMS systems(Avaya) & Aspect.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Set and adjusted to schedules for 600 employees to maintain optimal coverage and service levels of 70% month on month.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Real-time floor management and tracking of all productivity metrics (Calls, Chats , Email & Sales channels)
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
- Consistently met or exceeded annual performance targets
Customer Representative - CPO
Citibank N.A
11.2010 - 11.2018
- Accounted for handling banking & credit customers as part of enhancing customer satisfaction Compiled the VOC of the internal & external customers and passed it to relevant teams for enforcing changes.
- Received 100 Club award month on month, for getting 100% quality scores on all monitored calls.
- Awarded for securing 10 on 10 scores in Net Promoter Survey (NPS)
- Trained new employees on company policies and procedures, ensuring consistent delivery of high-quality customer support
Customer Relations Advisor
Hutchison 3 Global Services Pvt. Ltd.
11.2008 - 11.2010
- Promoted to business retention team within 6 months on board.
- Been felicitated with awards several times on monthly basis for having consistently highest retention numbers of 95%
Team Coach
JetPrivilege Service Centre
5 2006 - 7 2008
- Headed team of ~12 Customer Service Agents as part of working in Jet Airways frequent flyer program - Jet Privilege
- Received multiple appreciation awards for Best Team Coach of quarter for consistently maintaining quality scores of 100
- Conducted User Acceptance Testing for newly launched modified database system - Cris.NET
- Trained staff of ~150 on UAT across Mumbai and Delhi locations
Education
MBA -
Welingkar Distance PGDM
Mumbai, India 04.2019 - 04.2021
Bachelor of Commerce -
Mumbai University
Mumbai, India 04.2003 - 04.2006
Timeline
MBA -
Welingkar Distance PGDM
04.2019 - 04.2021
Work Force Management - Senior Manager
Citibank N.A/Axis Bank
11.2018 - Current
Customer Representative - CPO
Citibank N.A
11.2010 - 11.2018
Customer Relations Advisor
Hutchison 3 Global Services Pvt. Ltd.
11.2008 - 11.2010
Bachelor of Commerce -
Mumbai University
04.2003 - 04.2006
Team Coach
JetPrivilege Service Centre
5 2006 - 7 2008
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