At Bright Money, I lead 40 associates and 4 SMEs supporting US customers across calls, chat, and email for credit-building, financial planning, and personal loan products. I cut call and chat abandonment from 8% to 2% by analyzing workforce data and improving scheduling and capacity planning.
I redesigned new-hire training, reducing attrition from 30% to 10%, and led an AI response-prompt project that automated 45% of chat and email queries. I also raised the CSAT survey response rate from 2% to 20% through coaching.
At American Express, I led client onboarding across 8 cross-functional teams, achieving 100% process adoption with 0% attrition during the transition. Coaching and training improved resolution time by 15% and team productivity by 20%.
At JPMorgan Chase, I served as an SME for collections and fraud resolution, recommended procedure updates based on emerging fraud patterns, and trained two junior teams on compliance and risk assessment. Earlier customer service and technical support roles included HSBC Finance Corporation, Accenture, and Mphasis.
