SHUCHI ARORA

Operations & Query Management

Managed and resolved customer queries received via email and phone by raising and tracking tickets through the internal system (CLIC).

Ensured timely and accurate issue resolution while adhering to compliance guidelines and internal operational standards.

High-Value Customer (HVC) Portfolio Handling

Oversaw service delivery for High Value Cardmembers, providing premium assistance tailored to their needs and card benefits.

Ensured consistent and efficient handling of HVC interactions to maintain service excellence and client satisfaction.

Benefit-Based Upselling & Cross-Selling

Identified upselling opportunities aligned with customer eligibility and benefit entitlements, driving card usage and engagement.

Promoted relevant products and services by leveraging data-driven insights and relationship-building strategies.

Card Retention Strategy (SAC Team)

Contributed to the Save a Card (SAC) retention initiative, focusing on minimizing card cancellations through proactive outreach.

Offered spend-based and Membership Rewards point-based incentives to encourage continued card usage and customer loyalty.

• Regulatory Guidance - Offer expert advice on compliance requirements and stay updated on legal and industry changes to ensure ongoing adherence.
• Policy Development - Help create and update compliance policies, ensuring they align with regulations and industry best practices.
• Compliance Monitoring - Perform audits to ensure policy adherence, identify compliance gaps, and recommend corrective actions.
• Training and Education - Develop and deliver compliance training programs for employees at all levels. Ensure that staff are informed about relevant laws, regulations, and internal policies.
• Risk Management - Identify and mitigate compliance risks, and implement strategies to address potential challenges.
• Accurate Representation - Represent the consultancy’s services honestly and clearly, while educating potential clients on the importance of data protection and how the consultancy’s offerings help achieve compliance and mitigate risks.
• Solutions and Record-Keeping - Collaborate with experts to customize solutions for client data protection needs and maintain accurate, detailed records of all client interactions, including proposals and communications.
• Client Onboarding and Relationship Management - Ensure smooth client onboarding by coordinating with project and technical teams, and foster strong relationships with clients through ongoing support and satisfaction.

• Customer Communication - Engaging with customers via phone, email, or letters to discuss overdue accounts and payment options.
• Account Review - Analyzing account details to assess the status and determine appropriate actions for collection.
• Payment Arrangements - Negotiating and setting up repayment plans or settlements with customers.
• Performance Tracking - Monitor and analyze sales performance metrics to optimize upselling tactics.
• Record Maintenance - Keeping accurate and detailed records of all interactions, payment agreements, and account status updates.
• Compliance Adherence - Ensuring all collection activities comply with relevant laws, regulations, and company policies.
• Issue Resolution - Addressing and resolving any disputes or issues related to overdue accounts.
• Performance Monitoring - Tracking progress towards collection targets and reporting on performance metrics.

• Customer Engagement - Proactively identify and engage with customers to offer additional services or upgrades.
• Product Knowledge - Utilize expertise in Amadeus and Sabre systems to provide accurate information and recommendations on travel options.
• Sales Strategy - Develop and implement strategies to increase revenue through upselling opportunities.
• Performance Tracking - Monitor and analyze sales performance metrics to optimize upselling tactics.
• Risk Management - Identify and mitigate compliance risks, and implement strategies to address potential challenges.
• Training and Support - Assist in training team members on upselling techniques and system functionalities.
• Problem Resolution - Collaborate with experts to customize solutions for client data protection needs and maintain accurate, detailed records of all client interactions, including proposals and communications.