AMRITA ROY CHOUDHURY

Head of rapidly expanding customer support teams.

• Provided direction to the entire customer service team, including traffic management and quality assurance.
• Overseeing day-to-day operations of the CS department with 100+ staff, resulting in efficient and accurate process management, service level achievement, driving consistency in customer service standards, and reporting.
• Collaborated with global and local leaders, and business support teams, to achieve service level metrics.
• Implemented new processes and continuous improvement initiatives, resulting in an increase in service level metrics and overall quality performance by 5%.
• Monitored analytics to keep track of employee and operational productivity and performance; analyzed performance data
• Recommended strategic changes that will drive continuous improvement in performance.
• Reported on performance management during weekly and monthly business reviews.

Leadership and People Management.

• Lead, motivated, and empowered staff through effective and open communication.
• Led Managers to develop high-performing diverse teams and deliver on ambitious goals and objectives.
• Provided input to the learning and development team so that business or skill needs are met.
• Created succession planning for key positions, including personal development plans.
• Collaborated with the People Team for all related matters, including hiring, performance management and retention.
• Chaired meetings to discuss strategic initiatives and operational issues.

Resource Management.

• Ensured the correct execution of the schedule set by the Global Workforce Management team by enabling the local management team to properly execute the CS Framework.
• Ensured resource optimization based on the forecasting.

OPEX Management

• Reviewed reports regularly to monitor operational costs; took corrective actions when needed.
• Planned and delivered the hybrid model, thereby saving on costs.
• Optimized shift scheduling, which contributed to savings in the transport, security and infrastructure costs.

Process improvement

• Strengthened the Customer Care foundation by creating and implementing a Performance Improvement Plan process.
• Created guidelines for quarterly and annual performance appraisal cycles.
• Conducted regular meetings with staff to review progress against goals; identified areas for improvement and developed corrective action plans as needed.
• Fostered an environment of continuous improvement, encouraging innovation and efficiency.
• Established procedures for tracking quality assurance metrics, such as customer satisfaction ratings.
• Identified and organized training needs among employees, and helped increase effectiveness.

Managed a total of 16 MEA and 14 EURAAM accounts for Treasury, Retail Banking, and Risk Products (OPICS, EQUATION, TRADE INNOVATION, and OPICS RISK).

• Planned and delivered CRM strategies across the organization, retained existing customers, increased brand loyalty, and expanded the company’s brand equity.
• Ensured the customer database is correctly segmented for targeted support activities.
• Collaborated with internal stakeholders and business units, including the Senior Leadership Team, to ensure the CRM strategy is executed well for all aspects of the business.
• Lead the Customer Services team for the handover of projects going live.
• Prepared the Production Support Procedure (PSP) in accordance with the Customer Support Handbook

Product Management:

• Project Initiation: Involved professional services, supervised the handover/commissioning of projects going live, and provided effective support post-closure of the project
• Systems Tools Management: Supervised and managed the database of updated client information in Salesforce.
• Rejects / Defective Product Processing: Completely responsible for arranging regular reviews to examine and audit product defects and rejects, monitor occurrence frequency, and attend to client complaints and enhancement issues satisfactorily.
• License Compliance Audit Checks: Conduct license compliance audit checks on a regular basis, and help Finastra receive RLF on time.

Customer Service Planning:

• Conducted TNA and identified training areas (functional, technical, soft) where staff or customers need to be trained.
• Ensured the availability of case satisfaction scores, and confirmed regular monitoring of customer feedback and concerns.
• Maintained a record of all reviews of volumes and types of cases.
• Ensured all in-house customer environments are up to date and functional, including Finastra products.
• Arranged for the planning of maintenance releases with the customer.
• As the Customer Success Manager for Strategic/Key Accounts, I evaluated the performance of the support team.
• Managed day-to-day client interactions while identifying and prioritizing key client service issues.
• Conducted operating reviews, MOR, and QBRs.
• P&L: aligned customer service toward the achievement of Premium Support Service Targets (PSS), opportunity identification, and developed a pipeline for opportunities that contribute to overall PSS targets.
• Supported the delivery of strategies for assigned Managed Service Programs to identify and eliminate high-risk legacy solutions that are not aligned with the core products and services of Finastra.

U.S. Customer Care Case Manager

• Monitored, handled, and satisfactorily resolved live escalations on the operations floor.
• Followed up and resolved all severity 1 cases, ensuring on-time case closure.
• Ensured the dispatch of KANA communications for customers.
• Confirmed a highly enhanced customer delight experience through first-time customer resolution.
• Monitored Avaya for ACW, AHT efficiency.
• Acted as a facilitator toward the achievement of enhanced process excellence.