Achievements
EXPERIENCE & KEY ACHIEVEMENTS
EXPERIENCE & KEY ACHIEVEMENTS
How To Design For Belonging & Inclusion in Your Organization. Conducted this program to achieve breakthrough success with employee engagement. Received outstanding feedback.
Delivering Customer Satisfaction: Awaken. Align. Achieve Masterclass. Designed & conducted this outcome oriented program. Running successfully with exceptional feedback & roadmap implementation
Designed & successfully conducted Continuous Process Improvement workshop for start up businesses.
Designed & successfully conducted Lean Data : An Impact Measurement workshop for impact lending
Citibank CEEMEA (Central & Eastern Europe, Middle East & Africa):
Customer Satisfaction & Quality, Training Consultant, Master Trainer, Global Consumer Bank:
Conducted ExCEED (Exceeding Customer Satisfaction Every Day) TTT for the region with co-Master Trainers, to train & certify participants who would further train employees, The program had an overwhelming demand. It had to be run in different locations.
I am grateful to all Citibank Country Heads & leaders for their encouragement which enabled me to create an impact, like the one on Poland’s business, after which, I was asked to develop and conduct an orientation program for new hires of start up businesses in the region. Becoming Ambassadors of Citibank was rolled out in Egypt & Turkey. It received 100 % top box satisfaction ratings from participants.
Quality Consultant, Corporate Bank : successfully transferred best practices in customer experience measurement from Global Consumer Bank to diverse countries in the Corporate bank such as Romania.
Citibank Poland, Global Consumer Bank
Consultant, Warsaw: Mentored Branch banking & Citiphone in a start up business, set up processes, created individual training plans, designed & conducted training programs which received excellent participant feedback.
Saudi American Bank, Retail Banking Group, Saudi Arabia :
Consultant, Business Quality Supervision, Riyadh: successful implementation of Model Branches’ building blocks – operations rationalization, Citibanker difference & coordination of Service Quality function for Credit Cards
Citibank, India
Customer Satisfaction & Quality Head, National Consumer Bank: co-ordinated overall roadmap implementation to increase customer satisfaction score (CSS), reduce problem incidence rate (PIR) and increase problem resolution satisfaction (PRS), formalised service measurement process, set up reward & recognition program, conducted service audits, user co-ordinator for all service related system enhancements.
Successfully Conducted Quality Management & Service Training Programs in India.
Branch Manager & Service Head Chennai, led a team of highly engaged staff to achieve highest customer satisfaction scores. Consistently exceeding service timeliness standards with 100% accuracy meant that our branch was on a perpetual high. Business grew 6 fold with successful launch of a range of products.
Operations Manager & Management Associate, Non Resident Indian Business, Mumbai :
Managed high volume processing & automation of operations
Honored to be part of a milestone achievement along with Citi’s global NRI business team
