Monica Chivatee
Bangalore
Summary
Accomplished Director of Customer Support at Reflektive, adept in trend detection and analysis, and excelling in dynamic communication to enhance client relationships. Spearheaded initiatives to streamline support systems, achieving significant improvements in customer service management and retention. Proven expertise in quality assurance and complaint resolution, driving operational excellence and customer satisfaction. Strong leader and problem-solver dedicated to decreasing costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Director of Customer Support
Reflektive, Peoplefluent, Bridge, Gomo
04.2021 - Current
- Customer Retention: Streamlined customer-retention strategy across the business, moving the retention performance from the bottom of the pack to the top 50% within LTG.
- Business Operations: Spearheaded change in the operations of Customer Service Department across global branches of business, by successfully implementing KPI, Quality Audits and FCR to 85%.
- Automation: Overhauled manual process to automate Core tool integrations,reducing resolution times and designing self serve best practices for customers and teams alike.
- People Investment: Cultivated and strengthened lasting employee relationships using strong emotional Intelligence and championed employee engagement and employee retention at 90%.
Customer Support Manager
Reflektive
05.2020 - 04.2021
- Customer Voice Champion: Discovered customer needs and other intelligence gathered from customer support channels and integrated it to product and engineering roadmaps.
- Product Adoption: Prospected and aggressively championed for increase in product adoption and upselling based on customer engagement.
- Strategic Improvements: Analyzed and executed customer support team strategy to reach company support goals and customer experience goals.
- Operational Efficiency: Implemented process improvements to automate document management systems, call logs, and reporting features to enhance department efficiency.
Technical Support Team Leader
Reflektive
06.2019 - 05.2020
- Improved customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Created weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Liaised with product, engineering,and sales teams to develop solutions and accomplish shared objectives.
- De-escalated and Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Senior Technical Support Specialist
Reflektive
01.2018 - 06.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs and educating on Self Serve Features.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Greg Brown
CEO At UdemyBhupesh Pangti
Vice President At SwiggyTJ Seabrooks
Managing Director At Peoplefluent.Irina Bukatik
VP Of Products, Branch.ioTalwinder Singh
Director Of Engineering, FivetranRachel Ernst
Vice President, UdemySkills
- Customer Retention
- Customer Experience
- Customer Delight
- Operational Efficiency
- Executive Decision Making
- Business Leadership
- Process oversight
- CRM Technology
- Quality Assurance
- People Management
- Diversity and Inclusion
- Emotional Intelligence
Certification
- Zendesk
- Jira
- Zendesk Explore
- Salesforce
- Slack
- Gainsight
- Intercom
Accomplishments
- Urban Ladder : Jul 2015 - Dec 2017
- Chase: Feb 2015 - Apr 2015
- First Advantage: Jun 2013 - Jun 2014
- WNS Global Services : Apr 2012 - Mar 2013
- Accenture India : Feb 2010 - Mar 2012
Customer Service Team Lead
Senior Fraud Investigator
Verification Specialist
Senior Claims Analyst
HR Coordinator
Timeline
Director of Customer Support
Reflektive, Peoplefluent, Bridge, Gomo
04.2021 - Current
Customer Support Manager
Reflektive
05.2020 - 04.2021
Technical Support Team Leader
Reflektive
06.2019 - 05.2020
Senior Technical Support Specialist
Reflektive
01.2018 - 06.2019
Greg Brown
Bhupesh Pangti
TJ Seabrooks
Irina Bukatik
Talwinder Singh
Rachel Ernst
- Zendesk
- Jira
- Zendesk Explore
- Salesforce
- Slack
- Gainsight
- Intercom
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