Jagriti Luthra

Manage end-to-end customer relationships and deliver personalized banking solutions while acting as a trusted advisor. Drive customer retention through proactive issue resolution and relationship building while ensuring adherence to compliance and risk frameworks.

Managed customer operations and service delivery across European and UK markets, partnering with frontline teams to optimize execution and outcomes. Supported digital adoption and improved customer experience across multi-channel support, including helping adapt Maersk’s e-commerce platform and increasing engagement by 20%.

Delivered high-quality customer support across voice, email, and chat channels by owning complex cases and providing solution-oriented interactions. Supported premium customer portfolios while maintaining service excellence metrics such as QA, NPS, FCR, and AHT.

Managed international customer accounts and long-term stakeholder relationships while working with business and sales teams to identify growth opportunities. Balanced customer expectations with operational delivery and supported commercial initiatives using customer insights.

Performed transaction risk investigations and assessments to identify potential account and transaction risks, including evaluating patterns and conducting root-cause analysis. Supported fraud prevention decisions to protect customer trust and platform integrity, including meeting QA and adherence requirements.