Kavita S.

Spearheaded a high-performing CX team, achieving a 52% improvement in customer satisfaction by implementing proactive engagement strategies. Orchestrated the end-to-end customer lifecycle, ensuring seamless onboarding and driving customer engagement initiatives. Streamlined workflows and automated processes, reducing response times by 20% and improving operational efficiency. Partnered with product, sales, and engineering teams to align CX strategy with business objectives, resulting in a 25 % increase in Revenue growth.

Oversaw a 30 crore A/R portfolio, driving a 35% increase in revenue through strategic upselling and cross-selling initiatives and effective client relationship management. Elevated NPS scores by 40% by implementing personalized customer engagement strategies, enhancing the customer experience, and providing exceptional customer support. Developed and implemented a data-driven collections process, improving recovery rates by 30% and reducing customer disputes through effective dispute resolution and process optimization. Led global CX operations, spearheading initiatives that reduced churn by 25% and improved customer retention metrics through proactive customer retention strategies.

Spearheaded AML compliance initiatives, ensuring regulatory adherence, mitigating fraud risks, and achieving a 15% impact on risk reduction through diligent compliance management. Enhanced the customer onboarding process, resulting in a 20% improvement in customer activation rates through process improvement and effective document management. Developed and implemented KYC frameworks, streamlining compliance operations and reducing processing time by 30% through automation and process optimization.

Leveraged strong financial acumen to reduce provisions/write-offs dramatically from 13% to 2% through strategic client categorization and optimized contract/profitability management. Managed and improved financial processes by overseeing credit card acceptance/approval programs and meticulously handling accounts receivable, including detailed report reviews and enhanced collection policies. Developed and motivated teams, earning two promotions in three years and sustaining a zero attrition rate.

Led customer escalation teams, achieving an 85% first-call resolution rate for high-priority cases through effective problem-solving and customer service. Improved billing accuracy, reducing billing disputes by 30% through process improvements and meticulous attention to detail. Streamlined service workflows, enhancing operational efficiency and improving overall customer satisfaction through process optimization and effective team management.

Led the delivery of high-quality customer service in my role as a Lead Customer Care Professional at American Express India Pvt. Ltd., adeptly managing customer inquiries, proactively addressing their concerns, and efficiently resolving complex service delivery issues to foster a positive and loyalty-building customer experience. Spearheaded efforts that led to a substantial 52% increase in customer satisfaction through strategic CX enhancements, for which I received an award.

Received recognition for outstanding academic performance in accounting. Actively mentored junior students, sharing insights on career development in commerce.

Presented a project on financial risk management to a panel of professors, receiving accolades for innovative strategies. Represented my department in a college fest, pitching a startup idea to industry leaders, an experience that enhanced my communication and presentation skills.