Arpitha Shetty Email & Phone Number

Bengaluru, Karnataka, India

>> Customer Success Excellence: Achieved seamless customer connections with a flawless 100% task completion rate, driving an impressive 88% acceleration in meeting SLA deadlines. Notably reduced customer return requests through well-orchestrated scheduled tasks.>> Leadership in Performance Enhancement: Demonstrated effective leadership in driving the Product Expert (PE) team, achieving an outstanding 90% team consistency in monthly incentives. Introduced enhanced visibility into individual KPIs, contributing to a 40% increase in team performance.>> Strategic Project Management: Led strategic cross-functional projects, defining methodologies for problem identification, data analysis, and strategic problem-solving. Contributed to shaping and executing initiatives that drive organizational success.>> Proactive Customer Retention: Proactively engaged with Potential Refund customers, addressing issues with high priority to enhance customer retention and satisfaction.>> Strategic Communication and Analytical Framework: Pioneered the implementation of a resilient reporting infrastructure and instituted a team-ranking mechanism to enhance performance motivation. Crafted insightful presentations centered around Team Performance and Major KPIs, contributing to informed discussions during regular weekly and monthly business reviews.>> Efficient Inbound Management: Skillfully handle inbound requests, ensuring a 90% First-Time Resolution (FTR) rate. This approach significantly elevated Customer Satisfaction levels.>> Root Cause Analysis of DSAT & Inbounds: Conducted in-depth investigations into customer DSAT and repeat inbound concerns, identifying root causes. Formulated and implemented Standard Operating Procedures (SOPs) and process enhancements to mitigate these issues.

Bengaluru, Karnataka, India

>> Exemplary Outbound Efficiency: Achieved a flawless 100% completion rate for outbound tasks, ensuring an optimal initial 45-day customer experience.>> Inbound Excellence: Prioritized and addressed inbounds with a 95% First-Time Resolution (FTR), adhering to a 15-minute Service Level Agreement (SLA), resulting in a high 95% customer satisfaction rate.>> Strategic Customer Retention: Maintained a minimal 20% refund request rate, the lowest among a team of 25 associates for six consecutive months, showcasing effective strategies for maximizing customer retention.>> Adaptable Leadership Support: Collaborated with leadership on various ad hoc projects, analyses, and Root Cause Analyses (RCAs), contributing to informed decision-making.>> Effective Team Management: Successfully oversaw a small team of five associates, with four consistently ranking as top performers in weekly evaluations.>> Proficient in utilizing various CRM platforms, including Salesforce CRM, Freshdesk, Zendesk, and Leadsquared.

Bengaluru, Karnataka, India

>> Optimized Onboarding Experience: Handled the comprehensive 45-day onboarding process, including welcome, onboarding, and follow-up calls, achieving a perfect 100% completion rate and meeting 90% SLA.>> Effective Inbound Customer Service: Handled inbound calls with a focus on identifying and assessing customer needs, ensuring satisfaction through the provision of accurate and complete information.>> Building Trustful Relationships: Established sustainable relationships and trust with customers, fostering a positive and engaging customer experience.>> Proactive Issue Resolution: Supervised customer complaints, providing timely solutions and alternatives within specified timeframes. Conducted follow-ups to ensure complete issue resolution, maintaining thorough records of customer interactions and account processes.