Shalini Yadav

• Manage client relationships for global accounts, ensuring product adoption, compliance, and customer success.
• Partner with Client Success Managers to provide strategic recommendations and resolve client requirements.
• Led internal training, refreshers, and mentoring programs, boosting team performance and knowledge retention.
• Key Achievement:

1) Built a centralized SharePoint “one-stop shop” that reduced resource search time by 50% and improved cross-team collaboration.

2) Successfully transitioned a global client from a paper-based workflow to a fully online application, resulting in 40% faster processing and improved client satisfaction scores.

3) Developed tracking dashboards for overdue accounts, giving leadership real-time visibility into account health and cash flow risk, reducing the credit loss by 35.6%.

• Owned end-to-end new hire training for Voice and Live Chat processes, ensuring smooth onboarding.
• Conducted Training Needs Analysis (TNA) and implemented targeted learning programs to close knowledge gaps.
• Partnered with Operations to improve process efficiency and customer experience.
• Led quality audits, skip-level checks, and analytical assessments to ensure hiring and performance readiness.
• Acted as interim team leader during leadership absence, managing operations and maintaining SLAs.
• Key Achievement: Reduced new hire ramp-up time by 25% through optimized onboarding programs and targeted coaching.

• Delivered high-quality support to American Express cardholders via chat and phone.
• Supported escalations desk and operations as a Subject Matter Expert.
• Contributed to pilot programs, testing blended Chat + Voice processes.
• Coached and mentored new associates, ensuring performance consistency.

• Resolved customer queries via email and phone within defined SLAs.
• Managed workflow prioritization for agents across multiple lines of business.