Quality
Jahnabi Chetri
Service Quality Analyst
Summary
Dynamic Service Quality Analyst with a proven track record at HSBC Electronic Data Processing, enhancing customer satisfaction and service quality through expert analysis and continuous improvement initiatives. Excelled in cross-functional teamwork and problem-solving, significantly reducing customer complaints. Skilled in Microsoft Excel and adept at fostering strong interpersonal relationships, I consistently exceed performance metrics, driving service excellence. To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
Overview
13
13
years of professional experience
1
1
Certification
5
5
Languages
Work History
Service Quality Analyst
HSBC Electronic Data Processing
04.2023 - Current
- Increased employee engagement by recognizing outstanding performers and fostering a culture of continuous improvement.
- Improved service quality by thoroughly analyzing customer feedback and identifying areas for improvement.
- Highlighting Risk related concerns and Mitigating Risks.
- Liaised with external stakeholders to gather valuable insights into industry trends and competitor strategies, informing internal initiatives for continuous improvement.
- Conducted root cause analysis for recurring problems, leading to long-term resolutions that improved overall service quality levels.
- Contributed subject matter expertise to weekly/ monthly meetings, recommending process improvements for entire department.
- Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
- Streamlined processes by conducting in-depth analysis of service delivery and recommending actionable solutions.
- Collaborated with cross-functional teams to address complex service issues and drive improvements across the organization.
- Maintained detailed records of analyzed data, enabling easy access for future reference and trend identification purposes.
- Developed comprehensive reports to highlight key findings from data analysis, assisting management in decision-making processes.
- Conducted regular audits of customer interactions and feedback, identifying trends and driving targeted improvements in response to key findings.
- Reduced customer complaints by closely monitoring service standards and addressing issues promptly.
- Boosted team efficiency through regular coaching sessions, sharing best practices, and providing constructive feedback.
- Implemented process improvements that led to increased efficiency and greater customer satisfaction ratings.
- Supported the creation of new policies and procedures aimed at enhancing overall service quality across the organization.
- Evaluated service delivery against established benchmarks, ensuring consistent adherence to company standards.
- Promoted a customer-centric mindset among staff members by regularly emphasizing the importance of delivering exceptional experiences at every touchpoint.
- Facilitated interdepartmental communication regarding ongoing service challenges, ensuring a collaborative approach to resolving issues.
- Analyzed call center interactions using speech analytics software, pinpointing specific areas of focus for agent development efforts.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Kept high average of performance evaluations.
- Monitored front areas so that questions could be promptly addressed
- Performing Thematic Reviews on different business related asks.
- Sharing reports on daily,weekly and Monthly Basis.
- Conducted regular audits of banking processes, identifying and addressing inefficiencies to improve overall service delivery.
- Boosted employee morale through recognition programs that rewarded outstanding performance and exemplary service.
- Maintained up-to-date knowledge of regulatory changes, ensuring all banking activities complied with new laws and guidelines.
- Built strong relationships with key stakeholders, including vendors, regulators, and industry partners.
STA Role for Structured Coaching Coordinator-UKCC
HSBC Electronic Data Processing
07.2022 - 03.2023
- Implemented innovative coaching techniques, staying current on industry trends and best practices.
- Promoted a culture of continuous learning among coaching staff through professional development opportunities.
- Ensured consistent progress by regularly reviewing individual and team performance data.
- Streamlined communication between frontline staffs and Team Managers/Operations for improvement in daily call taking skills and overall customer Performance results.
- Conducted daily quality chat evaluations for mitigating high risk and observing the error trend/challenges.
- Handled confidently 220+ frontline staffs and 10 Team Managers under Conversational Banking process in UK contact Center.
- Executed on different Thematic reviews based on Raw call/chat samplings, NPS people issues, random call/chat monitoring and shared reports on daily/weekly/biweekly and monthly basis with Operations and stakeholders.
- Arranged/conducted different Sessions / Benchmarking /meetings for Performance improvement and procedural updates among front line staffs/Operation heads/Stakeholders.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Cultivated strong relationships with customers to build loyalty and repeat business.
- Partnered across departments to run smooth, professional events and activities.
Customer Relations Specialist
HSBC Electronic Data Processing
06.2016 - 06.2022
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Responding to customer inquiries, providing information on bank accounts, policies, products, and services.
- Assessed needs of customers, suggesting products and services accordingly.
- Researched and resolved service-related problems. Responded to customer inquiries, complaints and comments on a daily basis, and determined corrective action for high-call volume department.
- Reviewed and verified transactions to ensure proper processing according to established quality standards. Opened/closed accounts including Checking, Savings, Money Market, Credit cards, select credit Certificates of Deposit; ordered bank supplies, ATM/debit cards; assisting wire transfers, ACHs, Cashier's Checks, stop payments, loan payments and loan applications and lien release.
- Provided navigational assistance with online and mobile banking. Described promotional offers and used persuasive sales techniques to upsell services and/or convince clients to apply for additional banking services.
- Maintain high volume of quality work, while insuring highest confidentiality.
- Exercise judgment when dispensing information to maintain confidentiality of sensitive information.
- Handle customer accounts and resolve complaints; evaluate customer needs and recommend the most appropriate
products and services over the phone. - Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
- Proficiently answer customer inquiries regarding their accounts. Ensure that all customer needs are met and handle appropriately during their initial contact.
- Maintain customers' accounts including lost/stolen Cards. Review customers' accounts for transactions accuracy.
- Provide outstanding assistance to customers with all their banking transactions and services.
- Contributed subject matter expertise to monthly meetings, recommending process improvements for entire department.
- Enhanced customer loyalty by delivering personalized service and resolving issues efficiently.
- Coordinated with cross-functional teams to resolve product-related issues quickly, minimizing impact on customers.
- Established rapport with clients during initial contact, setting the stage for positive interactions throughout their experience with the company.
- Uncovered potential opportunities for upselling by actively listening to customer needs during conversations.
- Provided guidance to junior team members as a subject matter expert on best practices in customer relations management.
- Regularly exceeded individual performance metrics while contributing positively to overall team goals.
- Made customers aware of current and new programs and services.
- Assisted customers with opening accounts and signing up for new services.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Banking Specialist
Mphasis
04.2013 - 02.2016
- Worked in a banking sector, for Top Leading Bank in Canada (TORONTO DOMINION).
- Assist with any queries related to banking needs and customer account information.
- Help the customer with claim related quires and follow up the same with the customer if claims made and share account balance pertaining to various connected product.
- Help customer gain extra knowledge about loan policies and banking advantages. And best possible solution.
- Upsell add on product to the customer, suitable as per the account usage.
- Advise customer about better transaction records, to enhance their banking records.
- Opened new accounts and made changes to existing accounts.
- Managed risk and compliance protocols, ensuring all transactions adhered to industry regulations and standards.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Handled various accounting transactions.
- Educated customers on online banking and mobile banking applications.
- Calculated fees due, interest and change for customer transactions.
- Referred customers to other banking departments for specialized services.
- Executed wire transfers, stop payments and account transfers.
- Received loan and utility payments, sending funds to correct destinations.
Customer Support Executive
IBM
07.2011 - 08.2012
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Customer support executive in a Top leading bank of Australia (St. George Bank). Help any queries related to banking needs and customer account information.
- Help the customer with account related queries and follow up the same with the customer made.
- Help customer gain extra knowledge about loan policies and banking advantages.
- Put myself on customer shoes to understand their needs and help accordingly.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Mentored junior team members to enhance their skills and improve overall team performance.
- Improved customer satisfaction by personalizing support based on customer history and preferences.
- Enhanced customer loyalty by effectively resolving complaints and inquiries.
- Provided comprehensive product training to new team members, ensuring high-quality customer support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Bachelor of Arts - Bachelor of Arts in English, Department Honors
IGNOU
Bengaluru, India 04.2001 -
High School Diploma -
Guwahati University
Guwahati, India 04.2001 -
10th Standard -
Carmel School
Assam 04.2001 -
Skills
- Multi tasking Ability and Fast Learner
- Multitasker
- Team player
- Result driven
- Customer service oriented
- Service excellence adherence
- Strong interpersonal and communication skills
- Ability to organize, prioritize and schedule work
- Approachable and Flexible with situation and People
- Complaint Handling
- Conducting multiple sessions/Meetings/Presentations with Operations/Stakeholders/Clients
- Cross-Functional Teamwork
- Service Level Agreements
- Call center experience
- Microsoft Excel
- Problem-solving abilities
- Data Entry
- Complaint resolution
- Customer Relations
- Problem Resolution
- Client Relations
- Quality Control
- Quality Assurance Controls
- Report creation
- Communication Skill Problem Solving
- Fast learner & capable of handling pressure
Accomplishments
- Achieved Success in process improvement through effectively helping with Quality improvement, mitigating Risk and highlighting the procedural errors
- Customer Relations - Earned highest marks in Quality for customer satisfaction for Bangalore Site.
- Single handedly managed the Quality performance and Customer experience scores for the site.
Certification
AI level Advance Excel Certification
Interests
Leadership
Problem – Solving
Time Management
Customer Service
Production
hobbies
Reading Books
Solo Travelling
Photography
Gardening
Cooking
Dancing
Spending Quality time with my Family
Recognitions
Quality Superstar for the Quarter- Q2- 2024
GOLDEN CIRCLE AWARDS Q4- 2022
SUPPORT STAR OF THE Quarter 2023 - HSBC
GAME CHANGER AWARD Q3 2024
Multiple Recognitions and Accolades from Senior MAnagement and Business Heads
Timeline
AI level Advance Excel Certification
08-2024
Service Quality Analyst
HSBC Electronic Data Processing
04.2023 - Current
STA Role for Structured Coaching Coordinator-UKCC
HSBC Electronic Data Processing
07.2022 - 03.2023
Customer Relations Specialist
HSBC Electronic Data Processing
06.2016 - 06.2022
Senior Banking Specialist
Mphasis
04.2013 - 02.2016
Customer Support Executive
IBM
07.2011 - 08.2012
Bachelor of Arts - Bachelor of Arts in English, Department Honors
IGNOU
04.2001 -
High School Diploma -
Guwahati University
04.2001 -
10th Standard -
Carmel School
04.2001 -
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