MEGHNA KELKAR
Mumbai
Summary
Strategic and results-driven Customer Experience Leader with 15+ years of success in banking operations, contact center management, and customer relationship excellence. Proven ability to lead large teams (200+), optimize service delivery across email, chat, and service operations, and drive continuous improvement initiatives. Adept at complaint resolution, process governance, and regulatory compliance. Certified in Lean Six Sigma and CRM, with a strong foundation in project management and digital transformation.
Overview
23
23
years of professional experience
Work History
Vice President (Client Services) – Contact Centre
RBL Bank Ltd
Mumbai
12.2015 - Current
- Oversaw service operations for email and Contact Centre Operations, managing 200 staff effectively.
- Established process governance at X'perience Centre to enhance operational standards.
- Reviewed and optimized SOPs, aligning with industry best practices and regulatory requirements.
- Monitored email response times and resolution turnaround, improving customer satisfaction metrics.
- Managed service ticket resolution processes, ensuring timely responses to customer issues and complaints.
- Conducted service calls that contributed to upselling initiatives and elevated customer experience.
- Analyzed business KPIs, enforcing governance measures to boost operational efficiency.
- Led continuous improvement projects in Contact Centre processes to reduce operational issues.
Manager – Customer Service
BGG Information Pvt Ltd
Mumbai
08.2013 - 06.2014
- Resolved subscriber queries and complaints within established SLAs, ensuring exceptional customer satisfaction.
- Managed backend processes for efficient operations of 6-agent customer care unit.
- Participated in software development projects to enhance service efficiency and customization.
- Generated regular MIS reports to assist Senior Management in policy making.
- Established and conducted training programs to enhance skills of agents and streamline processes.
- Provided support to Gift Dispatch Team in resolving gift-related complaints.
- Published Right Choice Magazine, a subsidiary of Which Group, UK.
Manager QIG – Quality Assurance
HDFC Bank Ltd
Mumbai
01.2006 - 08.2013
- Monitored team members' emails to assess response quality.
- Ensured adherence to quality parameters and maintained customer turnaround times.
- Collaborated with departments to distribute updated information effectively.
- Identified individual improvement areas and coordinated coaching sessions.
- Managed knowledge base updates across affiliate departments for consistency.
- Supervised a team of 15 in the Credit Card Service Unit.
- Tracked post-call activities of Customer Service Agents, including service requests and reversals.
- Handled escalation of priority desk complaints to ensure timely resolution.
Senior Customer Service Representative
HSBC Bank Ltd
Mumbai
03.2004 - 11.2005
Customer Service Representative
ICICI Bank Ltd
Mumbai
09.2003 - 02.2004
Depository - Customer Service
HDFC Bank Ltd
Mumbai
08.2002 - 04.2003
Education
PGD - Customer Relationship Management (CRM)
Symbiosis University
Mumbai12.2015
Bachelor of Commerce -
Mumbai University
Mumbai04.2001
Skills
- Customer experience management
- Contact Center Operations (Ticket Management, Email, & Chat Desk)
- Complaint management and resolution
- Process governance and compliance
- KPI management
- Escalation management
- Training and coaching
Timeline
Vice President (Client Services) – Contact Centre
RBL Bank Ltd
12.2015 - Current
Manager – Customer Service
BGG Information Pvt Ltd
08.2013 - 06.2014
Manager QIG – Quality Assurance
HDFC Bank Ltd
01.2006 - 08.2013
Senior Customer Service Representative
HSBC Bank Ltd
03.2004 - 11.2005
Customer Service Representative
ICICI Bank Ltd
09.2003 - 02.2004
Depository - Customer Service
HDFC Bank Ltd
08.2002 - 04.2003
PGD - Customer Relationship Management (CRM)
Symbiosis University
Bachelor of Commerce -
Mumbai University