Saini Chatterjee
Bangalore
Summary
Client Services and Operations professional with 6 years of experience in enterprise account management and project delivery. Managed multiple enterprise accounts while aligning cross-functional stakeholders and enhancing operational efficiency through process optimization and AI-driven solutions. Expertise in KPI management, performance analysis, and risk mitigation to drive client retention and satisfaction.
Overview
7
7
years of professional experience
Work History
Client Services Analyst
Epsilon
Bangalore
05.2023 - Current
- Oversaw 14+ enterprise accounts including Mercedes-Benz, Audi, Walgreens, Marriott, Bloomingdale’s, and Fisher across digital and traditional marketing channels.
- Acted as primary stakeholder and account liaison across Sales, Support, Delivery, and cross-functional teams to ensure seamless execution aligned with client priorities.
- Developed and standardized core processes to enhance management of multiple strategic accounts with a lean team.
- Designed a scalable data processing solution that improved lead collation efficiency by 60% and accelerated enterprise-wide AI adoption.
- Trained 16+ employees in industry-standard client servicing practices; recognized with 3 performance awards for efficiency, training, and delivery excellence.
Project Coordinator
Deluxe Entertainment
Bangalore
05.2022 - 03.2023
- Led end-to-end project and stakeholder management for global clients including Disney, Warner Bros., and Netflix, delivering measurable business results.
- Developed strategic project proposals and pitches for internal leadership, showcasing sales communication and stakeholder persuasion skills.
- Applied customer-centric problem-solving to identify client needs and translate them into effective solutions that contributed to account growth.
Customer Care Professional
American Express
Bangalore
11.2021 - 04.2022
- Resolved complex service issues, applying investigative skills to identify account irregularities and recommend corrective actions, enhancing customer satisfaction.
- Assisted customers with inquiries regarding account management and services.
- Educated clients on product features, benefits, and usage for better understanding.
Fraud Analyst
JP Morgan Chase
Bangalore
04.2021 - 10.2021
- Detected and mitigated fraudulent activity across high-volume financial accounts, utilizing analytical skills to communicate findings to stakeholders for swift decision-making.
- Supported operations at global financial services firm and leading global investment bank
- Analyzed transaction data to identify patterns of fraudulent activity.
- Conducted investigations into suspicious account behaviors and transactions.
- Collaborated with cross-functional teams to enhance fraud detection processes.
Associate | SME / CIL
Tata Consultancy Services (TCS)
Kolkata
06.2019 - 03.2021
- Advanced from customer service associate to Subject Matter Expert and Center of Innovation Lead, mentoring teams and enhancing performance standards to facilitate transition into client services and account management.
- Coordinated with cross-functional teams to streamline project delivery processes.
- Led knowledge-sharing sessions to enhance team expertise on emerging technologies.
- Developed training materials for new hires in specialized industry practices.
- Collaborated with cross-functional teams to address client requirements effectively.
Education
Bachelor of Commerce -
Maharshi College of Natural Law
Bhubaneshwar, India06-2019
MBA - Finance
DY Patil
Mumbai, IndiaSkills
- Client relationship building
- Stakeholder engagement and management
- Client retention
- Digital marketing strategies
- Campaign management
- Business development knowledge
- Project management skills
- Process excellence
- CRM systems proficiency
- JIRA automation
- Order fulfillment expertise
- Cross-functional collaboration
- Customer solutions
Accomplishments
- Enhanced Client Satisfaction, Increased client satisfaction scores by 35% within six months by implementing new service protocols.
- Project Management Success, Successfully managed and delivered 16 projects annually for high-profile clients, contributing to company growth.
- Fraud Analysis Impact, Reduced fraud incident rates by 25% through innovative analysis and stakeholder communication strategies.
- Training Program Development, Developed training programs boosting team productivity by 40%, leading to a promotion to SME role.
Timeline
Client Services Analyst
Epsilon
05.2023 - Current
Project Coordinator
Deluxe Entertainment
05.2022 - 03.2023
Customer Care Professional
American Express
11.2021 - 04.2022
Fraud Analyst
JP Morgan Chase
04.2021 - 10.2021
Associate | SME / CIL
Tata Consultancy Services (TCS)
06.2019 - 03.2021
Bachelor of Commerce -
Maharshi College of Natural Law
MBA - Finance
DY Patil