Avani Patel
Bangalore
Summary
Dynamic customer experience professional with a proven track record at Fi Money, excelling in cross-functional collaboration and stakeholder management. Spearheaded innovative feedback systems and enhanced team performance, driving impactful solutions. Adept at relationship management and process automation, consistently delivering exceptional results in customer satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
CX success
Fi Money
Bangalore
11.2024 - Current
- Coordinated cross-functional stakeholder engagement across Product, Operations, Category, and CX teams.
- Develop and automate communication and process workflows.
- Implemented innovative customer feedback systems that enhanced product development.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
Customer Experience Officer
Niyo
Bangalore
11.2022 - 11.2024
- Developed comprehensive account monitoring reports that provided critical insights to senior management, enabling data-driven strategic decision-making.
- Managed customer enquiries through various communication channels.
- Skilfully negotiated and resolved complex disputes with partner banks, consistently delivering swift and effective solutions that strengthened institutional relationships.
- Demonstrated exceptional proficiency in guiding users through intricate banking features, creating a smooth, user-friendly onboarding experience that enhanced customer satisfaction and retention.
Customer Service Representative
Genisys Group
Bangalore
10.2021 - 10.2022
- Trained and mentored new customer service representatives.
- Successfully enhanced team productivity through strategic mentorship.
- Demonstrated leadership skills in developing junior staff.
- Developed and implemented comprehensive customer service policies.
- Improved overall customer satisfaction through standardised service protocols.
- Established clear service standards that elevated team performance.
Education
Pre University -
English Teaching School
Nadiad, Gujarat, India01.2017
SSLC -
St. Ursula High School
Nadiad, Gujarat, India01.2015
Skills
- Cross-functional Collaboration
- Stakeholder Management
- Interdisciplinary Communication
- Team Coordination
- Relationship Management
Hobbies and Interests
- Travelling & having good food
- Dance & Music
Languages
- Hindi
- Gujarati
- English
Personal Information
- Date of Birth: 12/19/99
Languages
English
Elementary (A2)
A2
Hindi
Intermediate (B1)
B1
Gujarati
Intermediate (B1)
B1
Accomplishments
Fi star - Customer experience (Highest CSAT)
Timeline
CX success
Fi Money
11.2024 - Current
Customer Experience Officer
Niyo
11.2022 - 11.2024
Customer Service Representative
Genisys Group
10.2021 - 10.2022
Pre University -
English Teaching School
SSLC -
St. Ursula High School