Amrita Shrestha

I’m a customer-focused professional with over 12 years of experience across customer success, banking operations, and administrative roles within regulated environments. I bring a “voice of the customer” mindset, turning customer feedback into better processes and stronger outcomes.

In my most recent role as a Customer Success Representative at Capita PLC (United Kingdom), I owned onboarding and ongoing account support—handling queries, escalations, and follow-ups via email. I built long-term relationships through regular check-ins, aligned solutions to customer goals, and helped increase product usage, satisfaction, and revenue through upselling and cross-selling.

I also strengthened operational quality in customer service work at First Source (United Kingdom), answering inbound/outbound requests and guiding customers step-by-step for cancellations, refunds, and updates. I consistently met performance metrics such as AHT, FCR, CSAT, quality score, adherence, and attendance, while documenting every interaction in CRM/ticketing systems.

Earlier in my career at Global IME Bank (Nepal), I led teams and optimized operations, including increasing task completion speed by 30% and reducing discrepancies by 20% through financial reconciliation and process optimization. I supported audits with accurate documentation and reports, and throughout, I maintained compliance, stakeholder coordination, and clear communication to deliver high-quality service.