ARPITA DAS
Delhi
Summary
Dynamic Customer Service Manager with a proven track record in enhancing productivity and efficiency. Expertise in conflict resolution and team leadership has led to consistently high customer satisfaction ratings. Strong communication and problem-solving skills drive the achievement of service goals while adapting to evolving challenges. Committed to fostering a customer-centric culture that promotes loyalty and engagement.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
INDmoney
Gurgaon
01.2023 - 12.2024
- Product Portfolio Leadership: Managed a diverse portfolio of financial products, including Instacash, LAMF, Referrals Rewards, Fixed Deposit, Credit Card Tracking & Payments, Mini Save, INDLearn, and INDQuiz, leading cross-functional teams to drive product enhancements and ensure seamless integration for optimal customer experience.
- Optimized NPS for Instacash (Loan): Increased Net Promoter Score (NPS) from 50% to 86% by enhancing UI/UXdesign, streamlining incident resolution workflows, and integrating automated support systems. Collaborated with key lending partners to improve service delivery and elevate customer satisfaction metrics.
- Led Pilot Management for LAMF & Credit Card Tracking Solutions: Spearheaded the end-to-end management of pilot initiatives for Loan Against Mutual Fund (LAMF) and Credit Card Tracking & Payments, achieving an 80% first-contact resolution (FCR) within 24 hours. Leveraged Agile methodologies to optimize troubleshooting processes and reduce escalations.
- Seamless Integration: Partnered with product teams and external financial institutions (e.g., Shriram, Bajaj, SBM, Federal) to ensure smooth integration of support processes for products like Minisave, Fixed Deposit, IND Quiz, and IND Learn. Implemented robust API integrations and cross-channel support strategies to enhance the customer experience.
- Cross-Functional Collaboration: Partnered with key lenders, external vendors, and internal product teams to design and implement optimized processes aimed at enhancing the user experience and driving product innovation.
- SOP & Process Optimization: Developed and standardized Standard Operating Procedures (SOPs), setting clear timelines for project milestones, and leveraging performance metrics to continuously improve service delivery and customer satisfaction.
- Proactive Support: Prioritized swift issue resolution by implementing robust follow-up protocols and closely collaborating with cross-functional teams (e.g., product, technical, operations). Utilized data-driven insights to monitor KPIs and maintain high customer satisfaction scores through proactive communication and timely support interventions.
- Operational Efficiency: Led outsourced customer support teams, driving initiatives to optimize workflows and streamline processes, resulting in faster issue resolution and improved operational efficiency. Applied lean methodologies and continuous improvement practices to enhance team performance and support quality.
- Strategic Leadership: Led bi-weekly business reviews with the Founder and senior stakeholders to present product performance, discuss ongoing challenges, and propose product enhancements, ensuring alignment with organizational goals and customer needs.
- Led Escalation Management Team at INDmoney: Directed the escalation team across all products, overseeing the end-to-end process and leveraging data-driven insights and effective issue resolution strategies to maintain high customer satisfaction levels.
- Multichannel Escalation Handling: Managed high-priority escalations across various digital touchpoints including social media channels (Twitter, LinkedIn, YouTube, Instagram/Facebook), CEO/COO escalations, and app store reviews (Play Store/Apple Store). Achieving first response times within 15 minutes for escalations, leveraging root cause analysis, and problem-solving frameworks to resolve customer issues efficiently and enhance overall satisfaction.
- App Store & Playstore Review Management: Actively responded to user reviews on Playstore and App Store, resolving concerns and encouraging users to re-rate the app, resulting in an increase in ratings from 4.4 to 4.6 (Playstore) and 4.7 (App Store).
Team Leader
American Express
05.2018 - 10.2022
- Set strategic directions and own responsibility for the development, performance and maintenance of the customer service
- Strategize, implement & revamp policies and procedures to facilitate a quality customer service experience and ensure high individual engagement, satisfaction, loyalty, retention and perception of value
- Built strong relationships with customers through positive attitude and attentive response
- Accomplished key organization goals including RTF, OSAT, CFR & CHT
- Managed productivity metrics including customer talk/handle time, adherence to schedule, occupancy, and agent availability; tracked SLA compliance and impact of non-compliance
- Addressed customer escalations/complaints, worked on friction points, reviewed customer feedback, and implemented positive changes to ensure customer satisfaction
- Exponentially improved in team CFR from 22% to 19.84% by focusing on product improvement, mentorship program, efficiency and streamlining fragmented structures
- Launched flexible shift for colleagues by linking it with performance metrics, which leads to colleague's satisfaction and enhance the availability of process & customer
- Impact: improved colleague satisfaction, increased availability and controlled ACR
- Interviewed and hired new talent; planned, assigned and worked closely with training team
Sr. Executive Administrative Assistant
American Express
04.2015 - 04.2018
- Provided administrative support to Operations VP & Senior Leadership Team
- Handled diary, calendar for all meetings and calls with local/international partners
- Organized and coordinated all important arrangements for senior managements' visit
- Oversaw travel arrangements and owned complete responsibility of submission of TEVs on Expense Management Tool and reconciliation of Corporate Card statements
- Prepared paper/electronic files and updated organization structure from time-to-time
- Drove employee engagement activities
- Built and maintained positive relationship with various units locally and globally
- Followed-up for successful completion of all mandatory/compliance trainings for all processes under responsibility
- Ensured daily reporting of Team Leader call audits/daily tasks and absence report
- Created GSN (India CEN) scorecard and team leader scorecard
- Functioned as ITL for a team of 8 members since 10th Nov 2017
Lead CCP
American Express
01.2011 - 03.2015
- Joined as online support analyst for US based AMEX credit cardholders
- Worked as Customer Care Rep
- For AMEX corporate card holders
- Mentored new team members
- Promoted as SME in Aug 2013
Technical Support
Arvato Services
01.2008 - 01.2011
- Supported B2C clients from UK and EMEA market with software and hardware issues with Xbox Gaming Console and its accessories
- Provided assistance with online game play, media sharing and troubleshooting connectivity issues
- Served as back-up T2 support (SME), and handled escalation calls
- Worked as floor support for new hire agents
- Functioned as a part of short event management project as Business Development Executive
Technical Support Associate
HCL BPO
01.2007 - 12.2007
- Provided British Telecom's broadband support
- Assisted B2C clients from UK with all kinds of internet connectivity issues
- Promoted to Floor Support within 6 months
Education
B.Tech. - Biotechnology
IMS Engineering College
01.2006
Skills
- Customer Experience-Oriented
- Leadership and Team Management
- Customer Complaint Management
- Relationship building
- Process Optimization Specialist
- Social Media Performance Assessment
- Conflict management
- Effective workflow management
Timeline
Customer Experience Manager
INDmoney
01.2023 - 12.2024
Team Leader
American Express
05.2018 - 10.2022
Sr. Executive Administrative Assistant
American Express
04.2015 - 04.2018
Lead CCP
American Express
01.2011 - 03.2015
Technical Support
Arvato Services
01.2008 - 01.2011
Technical Support Associate
HCL BPO
01.2007 - 12.2007
B.Tech. - Biotechnology
IMS Engineering College
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