Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
hobbies
Recognitions
Timeline
Generic
Jahnabi  Chetri

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

Quality

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 -
Jahnabi ChetriService Quality Analyst