Hitesh Shetty

Strongly motivated individual with 8 + years of experience in Customer Service, Process Improvement , Business excellence, Quality Control and leading teams in a Banking environment Email Transaction Monitoring, Chat Process Monitoring. Ability to establish priorities and meet challenges head-on. Strong team player with a zeal to learn new technologies and processes, understanding the impact of my work in a multi-pronged method, thus seeking a challenging position where my education and skills will promote growth and provide valuable professional experience.

Handled 50+ complicated issue tickets and 150+ Operational support tickets per month. • Performed detailed investigation on breakdowns of processes and found the root cause for the issue. • Have an eye for detail and enjoys investigations of complaints to ensure customer satisfaction. • Conduct customer surveys on different services when needed. • Analyse data from surveys and report all inputs from customer surveys. • Involved in Secret shops for new hires and monthly internal and external calibrations with the stakeholders. • Was a key player in presenting data to highprofile clients for solutions ranging from process breakdown to process improvement strategies. • Meets or exceeds Quality Assurance objectives and metrics in interactions/communication s with internal and external customers. • Have a strong collaborative approach to ensure front-line teams and support with any case management system queries.

PROCESS IMPROVEMENT AND BUSINESS EXCELLENCE - • Recommend solutions to improve service based on outcome of any activity and interaction with other departments to cover best practices possible. • Closely worked with the Business Analytics team to understand the reports built and processing the Power BI information. • Showcased leadership skills as and when necessary, in assigning work as interim and mentored the new Quality Specialists, Career experience candidates allotted to our team about the process and resolved their doubts. • Primary POC for Implementation team on OS Project, Telephony team and various other departments. • Measure performance effectiveness using NPS (net promoter score) audits. • Track the outcome of customer satisfaction which in turn helps in process improvement and business accomplishment. • Strong team player and showed the ability to understand and explain the issue to both internal and external stakeholders.