Shalini Chandramathy
Avadi
Summary
To be the best in the concern and to set high standards in whatever I do. To excel under demanding situations and deadlines
Overview
20
20
years of professional experience
1
1
Certification
Work History
Client Service Officer
Citi bank
Chennai
12.2023 - Current
- Managed client inquiries and resolved issues promptly and effectively.
- Collaborated with teams to enhance client service processes and workflows.
- Provided product knowledge and support to clients for financial solutions.
- Facilitated communication between clients and internal departments for seamless service.
- Monitored account activities to ensure compliance with bank policies and regulations.
- Assisted in training new staff on client service protocols and best practices.
- Conducted regular follow-ups with clients to ensure satisfaction with services provided.
- Maintained detailed records of client interactions for accurate reporting and analysis.
- Maintain the SOP on a timely manner and getting it signed off.
- Working mainly on the account and payment for co-operate clients.
Team Manager Operations
Amazon Development Centre of India
Coimbatore
02.2020 - 08.2022
- Lead a team of Customer Service Agents with direct line management of Team Leaders.
- Regularly coaches and supports Team Leaders to build a work environment where associates are engaged and feel a positive sense of achievement about their role.
- Understands and owns the controllable elements of service level delivery, productivity, staffing, and quality KPIs. Represents the team's performance in network reviews.
- Uses data effectively to understand the businesses, drive improvements, and deliver coaching where required.
- Experience interviewing and selecting people who will maintain a high performance bar in Amazon.
- Promotes, plans, performs and implements process improvements to drive an excellent customer and associate experience.
- Performs roundtables with agents to deep dive team issues, hear feedback, discuss connections scores, etc. to stay connected to agents.
- Ability to communicate effectively to all functions and leadership levels.
- Acts as the operational representative for business teams to understand voice of the customer.
- Partners with business teams to serve as a point-of-contact for coordinating launches, communicating or attending reviews as required.
Customer Support Executive to Sr.Team Leader-Operations
HCL Technologies
Chennai
01.2012 - 01.2020
- Prioritizes tasks to achieve desired Service level agreements (SLA).
- Plans & schedules manpower including managing of absenteeism and attrition within the team.
- Organizes and provides resources for the team to enable them to achieve goals. Understand process wide goals and break it down to daily operational goals for the team.
- Makes needed adjustments to timelines, steps and resource allocation to meet real time challenges.
- To manage required service levels, quality and productivity.
- Ensure all Company policies and procedures are implemented consistently and fairly. Gauge Roles & Responsibilities & Calibrate with team members to ensure variance is below the desired level of acceptance.
- Monitor & Review the team's performance regularly and does course correction as required.
- Takes ownership of team performance and their wellbeing.
- Follows up and monitors progress on teams and customers issues.
- Setting clear targets and standards for performance and behaviors, motivates the teams to be accountable.
- Acts as a point of contact for the resolution of escalations, enquiries and complaints from external and internal customers.
- Participates in regular Client interactions to build & maintain a positive relationship (Calibration with Client).
- Proactively reaches to customers to resolve pending issues.
- Periodically Seeks feedback from customers to understand the impact of tasks accomplished.
- Managing an average team size of 45 members through 2 SMEs.
- Conducting performance appraisal for the team.
- Regularly organizing huddles to update the product & process changes.
- Identify probable attrition and take measures towards retention.
- Create rosters to meet the forecast demand / SL objectives.
- Identify call volume trends and average on a weekly, monthly, quarterly and seasonal basis.
- Monitor Operations agent and agent group adherence, correcting any 'out-of-compliance' situations.
- Identify opportunities to improve staff balancing and overall operational performance.
- Have been versed with the concept of shrinkage model used in Contact Center Management.
- Forecast and proactively identify SL / staffing gaps.
- Provide coaching/feedback & develop action plan for team members as per the performance management process/policy.
- IJP Induction Training Program: Three weeks of training for the new associates.
- Provide support by taking initiatives like training, organizing employee engagement events, process presentations, quality initiatives etc.
- Achieve minimum thresholds (as set by the process) on process knowledge test (PKT) monthly.
- Go live Audits: To evaluate and certify newly hired Associates competency.
- Off Shore Travel Experience: Dublin, Ireland - Feb, 2014 to March, 2014.
- Successfully transitioned the Account Opening and Branch Fulfillment process which are carried out at Dublin, Ireland.
Customer Support Executive to Subject Matter Expert
Spextrum
Coimbatore
01.2006 - 12.2011
- Handling calls from credit card customers regarding Payment, deposits, Late Fee charges.
- To meet the given targets on consistent basis (CSAT, Upsell %, FCR, AHT, Quality %, Adherence, Attendance).
- Upselling for the resolved calls.
- Training New Joiners on Process.
- Callback the potential Customers to maintain FCR %.
- Handling Escalation Calls and converting them into satisfied customers.
Education
BBA -
Annamalai University
Skills
- Client relationship management
- Financial product support
- SOP development
- Team performance management
- Customer service improvement
- Operational efficiency
- Staff training and development
- Effective communication
- Client needs assessment
- Telephone skills
- Customer education
- Customer account management
- Transaction processing
Certification
Certified Yellow Belt Six Sigma
Languages
English, Tamil, Malayalam, Hindi
Disclaimer
I do hereby declare that the above said particulars are true to the best of my knowledge.
Personal Information
- Date of Birth: 04/15/80
- Gender: Female
- Nationality: Indian
Timeline
Client Service Officer
Citi bank
12.2023 - Current
Team Manager Operations
Amazon Development Centre of India
02.2020 - 08.2022
Customer Support Executive to Sr.Team Leader-Operations
HCL Technologies
01.2012 - 01.2020
Customer Support Executive to Subject Matter Expert
Spextrum
01.2006 - 12.2011
BBA -
Annamalai University