Kavita Gowda Email & Phone Number

Cambridge, NZ

New Zealand

Performing periodic customer reviews, as well as selected EDD proceduresRoot cause analysis PEP reviews and reportingInternal Nature & Purpose auditUpdating internal process with AML/CFT guidelines Analysts and monitoring of transactions, verification of transaction alerts

Wellington, Wellington Region, New Zealand

• Admitting claims and authorizing payments within delegated authority
• Inputting new claim data, estimates, payments and working on Investment reports
• Liaising with client
• Providing history reports to Client and management where required
• Developing and maintaining technical knowledge required to support client and business needs
• Any other ad hoc tasks as required

Wellington, Wellington Region, New Zealand

• Resolving member’s quires received via various platform
• Executing required transaction as per member’s request accurately and timely
• Team coordination
• Compliance Adherence

Wellington, Wellington Region, New Zealand

- Design and implement social media strategy to align with business goals- Generate, edit, publish and share engaging content daily (e.g. original text, photos, videos and news)

Wellington Region, New Zealand

• Responsibilities
• Conducting GAP analysis by applying strong investigative skills
• Keeping documentation in line with current regulatory (KYC)
• Customer transaction scrutiny for authenticity of accounts
• Update & maintain confidential client information Achievements
• Working on ongoing CDD project and complying with current updated regulation

United Arab Emirates

• Responsibilities
• Optimized the Customer Experience Lifecyle by designing a Customer Satisfaction Survey and enhancing the call quality end-to-end process, and enabled continuous improvement of the operations through integrating data.
• Managed complaint handling process improvement project by facilitating cross functional team collaboration
• Effectuated Agile Project successful for market research and competition benchmarking for optimum call center managementAchievements
• Initiated Customer Grievance team project, where complaint could be lodged by any mode telephonic or email and resolutions offered tailored made and worked on the process improvement project if any gaps identified
• Customer Satisfaction improved by 5% over 2018-19

Dubai

• Responsibilities
• Responsible for the continuous improvement of practices, leading the delivery of world class customer service to all areas of the business as well as leading the strategic alignment for a changing environment of moving.
• Evaluated service standards across the branches through reviewing dashboards and raw data branch-wise to identify gaps and propose action plans to ensure 100% policy compliance and enhance customer satisfaction.
• Contributed assistance to the branches with service-related escalated issues and optimized the resolution turn-around time for the organization as a wholeAchievements
• Understood overall strategy & portfolio dynamics in order to develop and support growth strategies and action plans through key research objectives such as NPS and C-SAT
• Worked on Agile project Queue Machine launch at the branches

United Arab Emirates

• Responsibilities
• Spearheaded in-depth analysis of survey data, cross-study analysis to facilitate optimum insights and results that can be further integrated to enable effective process improvements.
• Acted as a primary contact point to internal and external business stakeholders, in the ownership, governance and management of the demand pipelineAchievements
• Practiced effectual client relationship management and acted as a key resource in business development through acquiring new clients and establishing clients’ research requirements.
• Managed 4 clients with diverse industry background personally – driving CSAT / NPS and Mystery shopping for these clients with success.

Dubai

• Responsibilities
• Analyze customer service trends and improve Omni channel experience for customer experience and sales
• Measure team performance and identify actionables to drive improvements in KPIs and close performance gaps through reviewing and enhancing operational service procedures, policies and standardsAchievements
• Managed project of CRM launched UI & UAT bank wide and facilitated cross functional teams
• I was part of pilot project of C-Sat (Customer Satisfaction Survey) bankwide starting from scratch with Envisioning the scope of Voice of customer to Execution. Targeted C-Sat performance increment annually and worked.

• Spearheaded the Market Research Team in the organization, while simultaneously overseeing customer satisfaction surveys, presenting the results to the senior management.
• Conducted quantitative and qualitative CSAT surveys on bank perception, imagery, service quality and product features, that resulted in the benchmarking of the organization in the market.
• Directed process change forums across channels and oversaw implementation of the process improvements through extensive understanding and research of industry best practices.

• Governed the team of senior officers / officers, formulating action plans to resolve issues identified in audits through utilizing best practices across the organization.
• Supervised and enhanced the turn-around time for customer service escalations across all laterals, facilitated process improvements, and participated in strategic presentations of audit findings and action items.

• Held complete ownership with client interactions, understanding the root cause of their dissatisfaction and overseeing the resolution of their concerns.
• Analyzed the issues raised by customers, and suggested process improvements based on insights derived.
• Directed the effective implementation of process improvements.

• Led a team of 25 professionals, holding accountability for multi-channel performance including email and voice processes of the organization.
• Established NRI inbound team, while simultaneously monitoring and training the team members on multiple performance metrics.

• Attended inbound calls and resolved customer queries / requests / complaints.
• Raised customers request / complaints on their behalf in the CRM tool.
• Generated leads and educate customers about new products and their benefits.
• Maintained and adhered to compliance guidelines.