Chaman Chawla
Leading Customer Experience at Galgal Money || ex American Express || ex- ICICI Wealth Management
- Role
- Customer Experience Lead at Galgal
- Location
- Pune, IN
- LinkedIn followers
- 500 followers
About Chaman Chawla
I am a proactive and achievement-oriented professional with nearly 8 years in financial services, excelling incustomer experience enhancement across fintech platforms. Proficient in resolving complex issues, planningand executing customer-centric initiatives, and delivering customised solutions for HNI and premiumcustomers.I have experience conducting training sessions, webinars, and sharing product knowledge to improve internal and external communication channels. Skillful in guiding cross-functional teams, fostering business growth through innovative strategies, and surpassing sales objectives.* Successfully oversaw end-to-end customer interactions via email and live chat support, guaranteeing high-quality resolution of queries while adhering to defined turnaround times (TAT)* Positively fostered collaboration with the technical backing and cross-functional teams to ensure a cohesive customer experience, drive organizational improvements, and provide support in-app testing, website development, UI/UX enhancements, and merchant handling* Meritoriously represented Amex at industry conferences, tradeshows, and networking events to stayupdated on market trends and build strategic partnerships
Experience
Customer Experience Lead
May 2022 — Present · Pune, IN
Customer Experience & Operations Management:* Managed operational performance in collaboration with customer service, support teams, and global partners.* Built strong customer relationships by addressing daily operational queries and identifying new business opportunities.* Ensured smooth execution of processes and monitored service levels to drive operational excellence.* Shared best practices across teams to enhance operational knowledge.2. Project Management:*Developed compelling value propositions and presented them to customers.* Created and executed project plans within agreed timelines.* Coordinated with internal and external stakeholders to align outcomes and expectations.* Maintained development and key account plans for periodic review.3. Fintech/SaaS Analysis & Improvement:* Analyzed complex operational issues and designed solutions to present to client stakeholders.* Solved problems and identified opportunities for sales or operational improvements.4. Relationship Management:* Developed strong, trust-based relationships with customers through regular, value-adding interactions.* Collaborated with teams to work towards common goals.* Communicated closely with stakeholders to achieve win-win outcomes.5. Operational Excellence:* Ensured key operational elements important to customers were prioritized and monitored.* Stayed updated on operational changes and trained teams accordingly.* Achieved excellent scores on client KPI scorecards by optimizing operations and service quality.* Prepared monthly client reports and internal scorecards accurately and on time.*Experience with customer support software and tools (Freshdesk, Gupshup, Bill Desk, Avaya, Jira, CleverTap, Google Workspace)* Experience with product development processes, including Agile methodologies.
Education
Shyama Prasad College
Bachelor of Commerce (B.Com.)
2012 — 2014
D.A.V. Public School
High School
1993 — 2010
Balaji Institute Of International Business
Master of Business Administration (MBA)
2015
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