Mamta Chauhan

About Mamta Chauhan

I have worked as a customer service executive and I have dealt with the customers via all the major mediums of communication which include working in an inbound call centre, webchat, messaging and emails. This includes experience of working with the major UK telecom companies which includes Tesco Mobile, O2 and Orange. During my tenure which I started as customer service executive and taken it to the Senior level, I have also handled the added responsibilities as below:1) Line trainer - UK Culture & Process, this also includes taking care of process training and managing and settling new hires.)2) Quality Analyst: Doing Quality audits, making coaching plans and giving feedbacks.3) HR catalyst: Supporting the HR functions while being the part of operations to resolve the first and second level HR queries which include Insurance and policy related issues.4) Employee Engagement: Conducted employee engagement and employee appreciation activities for my process. 5) Hiring: Actively participating in hiring for the company from the operations prospective wherin I am responsible for hiring the good resources (Human) for the company.Certified in- QMS Internal Auditor from BSI training academy- Certified coach- First Aid- Fire prevention

Experience

1. Senior Manager, Client Contact

   FIS

   Jul 2025 — Present · IN

   Call Center: Telco, Financial & Banking OperationsStrategic and results-oriented leader with deep expertise in managing digital and voice-based customer service operations across telecom and financial services. Adept at driving transformation, leading cross-functional teams, and delivering measurable improvements in customer experience and operational efficiency. Digital Platform LeadershipLed and managed digital service channels including chat, in-app support, and back-office operations for telecom services in India. Delivered seamless customer journeys by integrating automation and optimizing digital workflows. Client Transformation & Sales EnablementPartnered with clients to drive operational transformation and implement scalable solutions. Successfully managed an outbound sales team in the UK, aligning performance with business goals and customer acquisition strategies. Inbound Contact Center ManagementOversaw inbound call center operations for a financial institution with teams based in the Philippines and India. Ensured high service quality, compliance, and customer satisfaction through robust training, monitoring, and process improvements. Banking Customer Service & Vendor OversightManaged customer service teams and vendor relationships for banking operations. Focused on SLA adherence, cost efficiency, and continuous improvement through data-driven insights and collaborative governance. Pricing, Contracts & Process DesignReviewed and interpreted commercial contracts to ensure alignment with operational capabilities and delivery expectations. Played a key role in pricing discussions and helped establish new processes to support evolving client needs and transformation goals. Transformation ChampionDrove transformation across all service areas—voice, digital, and back-office—by innovative practices, enhancing agent productivity, and aligning operations with evolving customer expectations.

Education

• Oxford Sr. Sec. School

  12th, Business/Commerce, General

  1985 — 1999

• Delhi University

  Bachelor of Commerce (B.Com.), Business/Commerce, General

  2001 — 2003

Skills

• Team Management
• Training
• Customer Satisfaction
• Vendor Management
• Team Leadership
• Bpo
• Workforce Management
• Call Centers
• Customer Relationship Management (Crm)
• Outsourcing
• Global Client Management
• Sla
• Contact Centers
• Client Services
• Performance Management
• Crm
• Service Delivery
• Customer Service