PAVITRA PRABHU
Customer Service & Quality Coach
Mumbai
Summary
Results-driven Customer Service & Quality Coach with over 12+ years of progressive experience in Banking, BPO, and Service Operations. Specialized in call quality audits, customer experience management, collections and retention strategies, with a proven ability to train, coach, and lead high-performing teams. Adept at optimizing service delivery, improving KPIs, and enhancing customer satisfaction across diverse global markets, including the US, UK, Australia, and the UAE. Known for strong communication, conflict resolution, and customer engagement capabilities. Actively seeking to contribute to a forward-thinking organization in a Customer Experience, CX Operations, or Service Automation role focused on efficiency, innovation, and customer-centric outcomes.
Overview
12
12
years of professional experience
4
4
Languages
Work History
Quality Coach
ABU DHABI COMMERCIAL BANK
01.2008 - 09.2012
- Train and Coach officer's on effective call handling
- Identify area of opportunity and improvement
- Conduct feedback session, action plan and monitor subsequent performance.
- Maintain Call Quality Scores of officers
- Maintain and update Daily, Weekly and Monthly Call Quality MIS
- Coaching and Development – identify gaps in PBE product knowledge skills, refer major requirements to trainer/management, provide and organize provision for required development
- Publishing Call Quality Dash boards
- Maintaining transaction Call Quality Calendar
- Identification of trends and focus areas
- Maintain Communication MIS
- Action plan with Time lines and responsibility
- Weekly update on progress through one on one session with officers.
- Core Activities
Credit Card Retention Officer
ABU DHABI COMMERCIAL BANK
08.2006 - 12.2007
- Working in the Customer Relation Unit, comprising the Retention and the Loyalty department
- Part of the retention department, this deal with retaining customers holding ROYAL BANK OF SCOTLAND (RBS) credit card who call in to cancel credit card for various reasons
- Deals with giving reversals, waivers of bank charges and other offers to retain the cardholders
- Also giving the necessary information required by the card holders and informing them about the various ongoing promotions and the benefits available with the credit card.
Collection Executive
Global Vantedge Private Ltd
03.2005 - 10.2005
- Dealt with UK clientele, outbound process called “MAGPIE”
- Worked up my way to be a part of the pilot process and managed to be one of the top performers of the team
- Responsible for calling the existing customers who hold MBNA credit cards and loans with regard to minimum payment due.
Customer Service Associate
WNS GLOBAL SERVICES (P) LTD
04.2004 - 07.2004
- TRAVELOCITY”, US clientele, inbound process third largest online travel booking agency
- Responsible for booking and ticketing new reservations for flights, hotels and cars
- Dealt with customer concerns and complains about their pre existing reservations.
Customer Service Agent
EFUNDS INTERNATIONAL
01.2003 - 04.2004
- WEST”, US clientele, inbounds process, one of the largest processes of EFUNDS
- Responsible for handling calls for various products and services
- Voluntarily opted for another new process “CHASE”, America’s 4th largest credit card issuing company
- Dealt with customer queries with regard to credit cards
- Responsible for taking applications as well
- Worked up my way from one process to another due to my fast learning skills
- Got to be a part of another process “AT &T WIRELESS”
- Dealt with customer queries with regard to their mobile phones
- Handling queries about programming and activating of mobile phones
- Up selling of new rental plans.
Trainee Engineer
ZENITH COMPUTERS LTD
08.2000 - 12.2002
- Second largest manufacturers of PCs and laptops in India
- Responsible for testing and assembling of computers
- Got an opportunity to even debug the systems
- Worked up way to even learn installation of OS and Applications.
Education
Diploma - Engineering in Electronics and Telecommunications
Fr Agnel Polytechnic, Goa Board of Technical Education
Verna, GOA01.2000
Skills
- Customer Service & Client Relationship Management
- Call Quality Monitoring & Coaching
- Service Automation Exposure & Process Improvement
- Collections & Retention strategies
- Reporting & Data Management (MIS/Dashboards)
- Escalation & Complaint Management
- Training & Team Development
- Strong Verbal & Written Communication
- Adaptability & Learning Agility
Timeline
Quality Coach
ABU DHABI COMMERCIAL BANK
01.2008 - 09.2012
Credit Card Retention Officer
ABU DHABI COMMERCIAL BANK
08.2006 - 12.2007
Collection Executive
Global Vantedge Private Ltd
03.2005 - 10.2005
Customer Service Associate
WNS GLOBAL SERVICES (P) LTD
04.2004 - 07.2004
Customer Service Agent
EFUNDS INTERNATIONAL
01.2003 - 04.2004
Trainee Engineer
ZENITH COMPUTERS LTD
08.2000 - 12.2002
Diploma - Engineering in Electronics and Telecommunications
Fr Agnel Polytechnic, Goa Board of Technical Education
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