MS Office, Salesforce, Citrix, Zoho, ServiceDirect, Google workspace, Canva, Hubspot, Social media management, Jira, Mondaycom
Chetna Chawla
Service Delivery Manager
Vaishali Ghaziabad
Summary
Results-driven BDM/Senior Delivery Manager with over 11 years of experience in optimizing service delivery and enhancing client satisfaction. Expertise in client service, communication, and account management drives successful project outcomes and fosters long-term relationships. Proven ability to conduct consultative discussions, budget and negotiation, and oversee project execution, ensuring alignment with client expectations. Strong leadership skills are utilized to train and support resources, effectively addressing challenges and refining strategies for continuous improvement. Committed to delivering exceptional service and operational excellence in every aspect of the role.
Overview
11
11
years of professional experience
13
13
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Service Delivery Manager
Virtual Employee Pvt. Ltd.
06.2024 - Current
- Engaging with inbound warm leads as a Business Development Manager to convert opportunities through effective sales techniques.
- Engage in consultative discussions to align workforce strategies with client business goals.
- Negotiate and finalize contracts, ensuring smooth onboarding and long-term success.
- Oversee project delivery, ensuring smooth execution and alignment with client expectations.
- Collaborate with resources, providing training, guidance, and ongoing support.
- Address challenges by working closely with clients and teams to resolve issues effectively.
- Continuously monitor project performance, refining strategies for better outcomes.
Channel Quality Manager
Pearson VUE
10.2017 - 05.2024
- Improved operational efficiency and client satisfaction through rigorous quality checks.
- Increased quality standards of Pearson Test Centers in the APAC Region (2022-2023) by implementing enhanced training programs and strategic planning.
- Conducted root cause analysis and developed solutions for process improvements.
- Streamlined onboarding for new test centers and upgraded training modules for invigilators to ensure operational excellence.
- Performed regular audits of randomly selected test centers to enforce compliance standards and maintain process integrity.
- Managed and archived quality documentation and participated in internal and external quality audits.
Program Coordinator & CRM Lead
Pearson VUE
06.2016 - 10.2017
- Managed and responded to approximately 150 candidate emails daily, ensuring timely and accurate resolutions.
- Successfully reduced turnaround time (TAT) from 2–3 days to 24 hours by optimizing response processes and coordination.
- Handled 250 customer cases per day using Salesforce, maintaining detailed records and efficient case management.
- Collaborated with cross-functional teams to expedite issue resolution and enhance customer satisfaction.
- Worked closely with clients to implement improvements and updates, ensuring alignment with evolving customer needs and expectations.
- Provided high-quality customer support, addressing inquiries related to GMAT applications, policies, and technical concerns.
- Identified and implemented process improvements to enhance efficiency and response quality.
CCE & Subject Matter Expert
EXL Service Private Limited
10.2014 - 06.2016
- Delivered exceptional customer service by addressing and resolving client queries effectively.
- Collaborated with the field operations team to identify growth and improvement opportunities.
- Supported customer service operations through phone calls and proactive problem-solving.
- Participated and achieved rewards and incentives for excellent quality over calls.
Business Development Executive
Lifecare and Hospitality
04.2014 - 10.2014
- Identified and engaged new leads of doctors and hospitals across various countries through comprehensive web research.
- Conducted targeted cold calls and drafted compelling cold emails to establish a business presence within the medical sector.
- Converted potential leads into consistent clients who regularly referred patients for treatments.
- Consistently surpassed monthly targets, demonstrating exceptional sales capabilities.
- Strengthened relationships with existing clients through regular follow-ups and personalized engagement initiatives.
- Delivered exceptional client support and ensured seamless management of post-sales processes.
Education
MBA - International Business
CCS University
04.2012 - 01.2014
Bachelor of Commerce - Accounting and Finance
Delhi University
01.2009 - 01.2012
High School - Commerce
Sai Memorial School
01.2001 - 01.2009
Skills
- Operations Management
- Business Development
- Client Relationship Management
- Key Account Management
- Process Improvement
Websites
Certification
Project Management Professional (PMP)
Software
Timeline
Service Delivery Manager
Virtual Employee Pvt. Ltd.
06.2024 - Current
Channel Quality Manager
Pearson VUE
10.2017 - 05.2024
Program Coordinator & CRM Lead
Pearson VUE
06.2016 - 10.2017
CCE & Subject Matter Expert
EXL Service Private Limited
10.2014 - 06.2016
Business Development Executive
Lifecare and Hospitality
04.2014 - 10.2014
MBA - International Business
CCS University
04.2012 - 01.2014
Bachelor of Commerce - Accounting and Finance
Delhi University
01.2009 - 01.2012
High School - Commerce
Sai Memorial School
01.2001 - 01.2009
Similar Profiles
Nilankur DasNilankur Das
Business Analyst at Virtual Employee Pvt LtdBusiness Analyst at Virtual Employee Pvt Ltd
Akash ChaurasiaAkash Chaurasia
NOC Engineer at Virtual Employee Pvt. Ltd.NOC Engineer at Virtual Employee Pvt. Ltd.
RISHABH SEHGALRISHABH SEHGAL
Senior Associate- MIS at Virtual Employee pvt. ltdSenior Associate- MIS at Virtual Employee pvt. ltd
Uddita SarmaUddita Sarma
Team Lead - Client Account Management at Virtual Employee Pvt. Ltd.Team Lead - Client Account Management at Virtual Employee Pvt. Ltd.
Shravan kumarShravan kumar
Lead (IT) Operations at Skyveil Trade Solutions LLPLead (IT) Operations at Skyveil Trade Solutions LLP