Chitra Shetty

Experience

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  HSBC

  Feb 2004 - Mar 2005

  Customer Care Officer

  Phone and Personal Banking OfficerResponsible for (PAN India) customer service in the Credit Card & Banking Division.Responsible for servicing customers with their requirements about credit card, bank accounts and making recommendations of additional products and services to add value to the client's portfolio via telephone.Identifying sales opportunities to retain and grow business and offering clients a full range of credit card/bank products and services to meet their needs.Accurately receive, dispatch and process service requests.Maintain confidentiality of bank records and client information.Efficiently detect and prevent fraudulent activity, whilst enhancing Customer Experience through World Class servicing.Meet and endeavour to exceed metrics on transactional quality, compliance regulations and productivity as per goals. Show less

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  DHL Express India Pvt. Ltd

  Sept 2005 - Sept 2006

  Customer Care Executive

  Managing (PAN India) customer complaints/queries received via phone with regards to service issues/enquiries - eg, missing, delay/damage of shipments, dealing with quote request.Extensive experience in resolving customer issues by coordinating with the network and providing solutions to customer (service recovery). Cross Functional Team Work, including liaising closely with Ground Operations.Log, investigate and establish reasons (root cause/s) of service failure and communicate, implement corrective action accordingly.Up selling express Delivery service portfolio to customer (TDD) and other value add services.Documenting communications in CRM.Achieve productivity standards and goals while maintaining the highest level of customer service. Show less

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  Bharti Airtel Limited

  Sept 2006 - Sept 2008

  Senior Customer Care Officer

  Responsible for customer service in the Telephone & Broadband Connections, duties included answering customer queries, problem solving and providing detailed information on new products. Worked with new customers in the development of new accounts and the implementation of new systems and processes. Provided support to the team, ensuring all sales and service objectives were met. Assisted in the training of new customer service representatives and associates. Generated repeat business through successful client follow-up. Answered inbound calls in support of customer needs. Conveyed in a reassuring manner step by step instructions to resolve application issues.Performed queries in multiple databases.Adhered to government monetary regulations. Show less

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  First Advantage India

  Jun 2009 - Sept 2015

  Assistant Manager

  Ensuring performance standards set by management are met; monitoring and advising on operational costsWorking in close relation with cross-functional teams for smooth work flowAdhere to Quality Management System of the organizationEnsure proper documentation of the process as per ISO guidelinesPerformance managements: planning, monitoring, appraising, and reviewing job contributionsManage the headcount of the project by raising requisition-keeping backfill / ramp ups in mindPeriodically formulate client operations statistics, maintain records of work accomplishments, and organize presentations and managerial data to Management.Represent team with regards to performance management, issues or request relates actions, such as assignments, reassignments, promotions, tour of duty changes, peer reviews, and performance appraisals to the higher management.Talent Development and Training: identify training needs for team, undertake coaching sessions and provide feedbacks. Motivate team members to maximize their performance and efficiency and encourage upward flow of ideas and concerns from the team / individuals to ensure continuous improvementAddress disciplinary and/or performance problems according to company policy. Maintaining integrity, Discipline and confidentiality. Meeting up with clients to work on account improvisations and garnering feedbacks for business opportunities and business development process.Demonstrate ability to manage C-level relationships.Determining system and take initiatives for process improvement and innovative ways to add value to the client relationship & Team development.Work with the team and assist to achieve common goals and targets. Show less

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  Hewlett Packard Enterprise

  Sept 2015 - now

  Manage integrated marketing campaigns & programs for APAC (GEMS,HK & SG) & execute a diverse portfolio of outbound & inbound call campaigns targeting both new and existing customers for mid-market segment.Work across functions with marketing, sales and operations to build a scalable lead generation engine and brand awareness.Executing programs to refresh/update existing contact database of customers to support sales efficiency and effectiveness. Actively collaborate with the field/Channel to integrate telemarketing capabilities seamlessly and efficiently.Partnering across the marketing and sales ecosystem to continuously optimize execution and business results thereby improving program’s lead volume/value to drive year-over- year Sales Qualified Lead (SQL) increase.Systematically apply HPE sales planning & productivity tools/processes to manage work; including lead management & Opportunity pipeline tracking to support sales and marketing campaigns.Identifies program success criteria by collecting, analyzing, and summarizing data and trends utilizing SalesForce.com and report on all lead generation activity and results, delivering contact center activity within approved budget, and report on return on investment.Assist in the development and execution of development and training programs for Lead-Generation Specialists.Conduct weekly/bi-weekly cadences with each SEATH country and performance review calls with the telemarketing agencies to monitor the campaign performance and to optimize telemarketing operations.Develop call scripts for telemarketer’s use.Evaluating the performance metrics of the telemarketing team. Show less

  • Inside Partner Business Manager - AEC

    Nov 2019 - now

  • Inside Sales Account Manager - AEC

    Jul 2018 - Oct 2019

  • Telemarketing Program Manager

    Sept 2015 - Jul 2018