Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

SHILPI DUTTA

Noida

Summary

Results-driven customer service leader with 9 years of experience in managing high-performing teams. Successfully led a team of 19 phone banking officers at Axis Bank, driving customer retention and satisfaction. Demonstrated expertise in AML, KYC, CSat optimization, KPI monitoring, and NPS improvement through effective coaching techniques. Proven track record at OurBus India in enhancing customer loyalty and achieving organizational goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Coach

Axis Bank Ltd
06.2024 - 11.2024
  • Led a 19-member phone banking team, overseeing credit card servicing operations while implementing efficiency improvements in query resolution and customer service delivery.
  • Conducted comprehensive Anti-Money Laundering (AML) and Know Your Customer (KYC) reviews, ensuring regulatory compliance and thorough screening of high-risk transactions.
  • Improved First Contact Resolution (FCR) rates and reduced repeat customer contacts through strategic process improvements and real-time escalation management.
  • Enhanced Net Promoter Score (NPS) through targeted coaching programs, while driving cross-selling and upselling initiatives for the credit card portfolio.
  • Established robust quality assurance processes including call audits, KPI monitoring, and performance tracking to maintain service excellence and regulatory compliance.

Team Leader

OurBus India Pvt Ltd
10.2022 - 05.2024
  • Led a 10-member customer experience team while implementing quality assurance standards and maintaining exceptional service delivery across multiple channels (phone, email, and chat).
  • Developed and executed proactive retention strategies that successfully reduced customer churn through strategic relationship management and timely resolution of complex escalations.
  • Established comprehensive performance monitoring systems, including regular case audits, KPI tracking, and feedback mechanisms to drive continuous improvement.
  • Created and implemented employee recognition programs and incentive systems that consistently drove team performance above targets while fostering a collaborative work environment.
  • Conducted regular performance assessments through metrics analysis and direct observation, providing targeted coaching and interventions to enhance team effectiveness.


Customer Relationship Manager

NetCarrots Loyalty Services Pvt. Ltd.
08.2019 - 08.2022
  • Led and managed a team of 12 staff (2 team leaders, 10 executives) supporting Vistara Airlines' loyalty program operations and customer service initiatives.
  • Oversaw comprehensive loyalty program administration, including member education, top-tier card fulfillment, and relationship management to enhance program effectiveness.
  • Developed and implemented training programs to maintain service quality standards, while conducting regular email audits to ensure consistent communication excellence.
  • Streamlined workflow processes and complaint resolution systems, resulting in improved operational efficiency and member satisfaction.
  • Managed complex customer queries through effective problem-solving and clear communication, specializing in Club Vistara program benefits and membership services.

Sr. Executive

American Express India Pvt. Ltd.
09.2015 - 06.2016
  • Delivered excellent service handling credit card fraud complaints in a fast-paced environment.
  • Assisted with Anti-Money Laundering (AML) and Know Your Customer (KYC) screening processes, reviewing customer documentation and supporting compliance procedures.
  • Handled the AMEX credit card fraud complaints of US based customers.
  • Handled relationships and saved revenue of the bank by providing the right solution to the customers.
  • Delivered a high level of service to customers in an effort to build upon future relationships.

Sr. Executive

PayU Payment Pvt. Ltd.
03.2014 - 06.2015
  • Led customer service teams and managed payment processing operations
  • Handled merchant and buyer complaints over emails and calls
  • Handled a team of 5 executives
  • Helped onboard and train new joiners
  • Holds the credit for running recruitment drive at times and keeping the attrition under control for scale
  • Delivered a high level of service to customers in an effort to build upon future relationships

Appellate Officer

IBM Global Service Pvt. Ltd.
02.2011 - 12.2013
  • Focused on enhancing customer satisfaction by managing and mentoring team leads to deliver effective service
  • Customer solution and satisfaction
  • Contributed to Airtel's client growth
  • Create business for Airtel by providing effective customer service
  • Handle a team of Nodal Officers
  • Developed the entire team into a strong workforce, directly promoted as Appellate Officer

Education

Bachelor of Library Science -

IGNOU
06.2019

Bachelor of Science - Instrumentation

University of Delhi
06.2010

Skills

  • SLA and CSat
  • AML and KYC
  • Team Leader
  • Customer Service and Retention
  • Goal Development Planning
  • Issue Resolution
  • Process Improvement
  • Team Handling
  • Operational planning
  • Customer Success Management
  • Escalation Management
  • KPI
  • NPS
  • Advance Excel

Certification

  • Basic to Advance Ms. Power Bi
  • Basic to Advance Ms. Excel

Languages

Hindi
English

Timeline

Team Coach

Axis Bank Ltd
06.2024 - 11.2024

Team Leader

OurBus India Pvt Ltd
10.2022 - 05.2024

Customer Relationship Manager

NetCarrots Loyalty Services Pvt. Ltd.
08.2019 - 08.2022

Sr. Executive

American Express India Pvt. Ltd.
09.2015 - 06.2016

Sr. Executive

PayU Payment Pvt. Ltd.
03.2014 - 06.2015

Appellate Officer

IBM Global Service Pvt. Ltd.
02.2011 - 12.2013

Bachelor of Science - Instrumentation

University of Delhi

Bachelor of Library Science -

IGNOU

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