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Jyothi Pal

@jyothipal

Customer Experience leader at Nium who raised Chat CSAT from 54% to 84% and reduced contact rates by 12%.

At Nium, I lead customer experience transformation and operations, raising Chat CSAT from 54% to 84% and reducing contact rates by 12% through VOC-led improvements and targeted process changes. I also introduced real-time risk flagging that reduced critical incidents by 15% while maintaining 85–95% SLA adherence.

At Nium, I project managed the chatbot implementation on Instarem’s website using Freshworks and Active.ai, from requirements and vendor coordination through UAT and go-live. It resolved 20% of customer inquiries without agent support; I also coordinated operational readiness for white-label fintech solutions adopted by partners in Singapore.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager — Customer Experience

Current

Nium

Nov 2022 - Present (3 years 11 months)

Led CX transformation and service excellence, improving Chat CSAT from 54% to 84% and reducing contact rates by 12%. Managed outsourcing partner rollout and real-time risk flagging system.

CSAT Improvement Repeat Contact Reduction VOC分析 Process Improvement MIM Process SLA Adherence Workforce Planning Capacity Modeling KPI Design Dashboarding Outsourcing Governance Training Stakeholder Reporting

Senior Manager — Change Management

Nium

Jan 2020 - Nov 2022 (2 years 10 months)

Concurrently project managed chatbot implementation, white-label fintech deployment, and payment efficiency project. Drove VOC-driven customer journey redesigns improving CSAT by 15%.

Project Management Chatbot Implementation Freshworks Active.Ai Jira UAT SOP Development Root Cause Analysis Stakeholder Alignment VOC分析 Journey Redesign Zendesk CSAT Improvement

Manager — Customer Experience

Nium

Jan 2019 - Jan 2020 (1 year)

Resolved top recurring user issues through root-cause analysis, reducing negative reviews by 10%. Built customer-informed knowledge base and improved app store rating by 1.7 stars.

Root Cause Analysis Knowledge Base Zendesk Social Media Analysis App Store Feedback Product Feature Prioritization Customer Experience Negative Review Reduction

Manager — Customer Service

Nium

Feb 2017 - Jan 2019 (1 year 11 months)

Led customer service operations across India and Europe, overseeing escalations, quality benchmarking, and process training. Partnered with Product to reduce complaint drivers and improve usability.

Customer Service Operations Escalation Management Quality And Accuracy Benchmarking Process Training SLA Adherence KPI Reporting Hiring Succession Planning Performance Reviews

Team Leader

Teleperformance

Feb 2006 - Feb 2017 (11 years)

Managed UK mortgage servicing operations across servicing, financial control, and completions teams for 11 years. Ensured SLA adherence, quality, and regulatory compliance.

Mortgage Servicing UK Mortgages SLA Adherence Quality Assurance Regulatory Compliance Process Training Mentorship Succession Planning Service Excellence

Closing Specialist — UK Originations

Barclays Plc

Sep 2004 - Feb 2006 (1 year 5 months)

Supported voice and data operations for UK mortgage originations, ensuring document accuracy, timeline adherence, and compliance with origination standards.

Mortgage Origination Document Accuracy Compliance Voice Operations Data Operations