Suhani Arora

• Processing financial transactions like deposits, withdrawals and bill payments as per standardized operating procedures, industry regulations and TD's Code of Conduct and Ethics
• Understanding and determining customer needs to recommend solutions specific to those needs while exercising discretion in confidential matters
• Facilitating smooth onboarding and digital enablement of new customers onto the platforms
• Achieving assigned goals and business objectives by promoting banking solutions and completing business processes in a timely and accurate manner
• Delivering quality customer experiences and recommending operational improvements where the opportunity exists to improve and achieve operational excellence

• Ensuring the store is achieving company objectives and KPI goals
• Providing store leadership by balancing company policies, procedures, shrink/loss prevention, payroll, reporting, and scheduling
• Coaching, mentoring and providing on-the-spot feedback to team members
• Preparing strategies and promotions for maximizing footfall & thereby boosting sales
• Streamlining internal processes to enhance team efficiency and improve overall project outcomes.

• Conducted user research for a leading pharmaceuticals company, quick service restaurant, oil & gas & metals company and a gold refinery & digital gold sellers
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
• Facilitated a design thinking workshop to understand the pain points, challenges and use cases of various business units, employees and customer units
• Prepared decks & proposals for sales enablement for various banks, financial institutions, consumer goods organizations, IT companies, etc.
• Worked with change management to assess and ensure that customer and employee experience/stakeholder impacts were appropriately identified and managed
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions
• Extended support and guidance in delivering requirements with a focus on quality, reusability, scalability, and innovation
• The research included for EY clients:

a) Preparation of questionnaire for customer & stakeholder interviews

b) Understanding and determining customer needs to recommend solutions

c) Mapping out the omnichannel customer journeys (web, phone and store)

d) Creation of debrief sheets from the interviews conducted to derive insights and recommendations

e) Regular store visits

f) Competitive analysis and UX benchmarking

• Managed end-to-end global employee Rewards & Recognition and loyalty Programs live in 25+ countries for leading corporate organizations
• Led the co-creation process of building a customer/employee-centric R&R platform for leading global firms with an employee force of over 50,000 count
• Ensured smooth onboarding of customers/employees on the platform and facilitated training sessions for them to make sure they understand the features & functionalities
• Conducted Design Thinking workshops to identify customer/employee needs, pain points, & motivation across different stages of an employee/customer lifecycle and training sessions for leadership (CXO, CTO, CFO & Partners, etc.)
• Collaborated with the tech team to ensure the platform meet user needs and expectations
• Prepared RFP proposals for retention & renewal of accounts, designs and creatives for running promotions on the website/platform and generated opportunities for cross-sell/upsell
• Studied behavioural economics & patterns to empathize with employees and analyzed interview insights to create a differentiated experience
• Developed and maintained user engagement materials, including training guides and FAQs
• Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
• Conducted monthly and quarterly reviews with the client to understand the platform's performance and future opportunities to boost revenue for the company
• Oversaw the processes handled by the helpdesk & participant experience teams to prepare the Customer Satisfaction Report (CSAT)
• Supervised UAT sessions and implemented iterations & customizations based on client's feedback
• Managed a team of 3 people and created their KPIs for personal & organizational goal achievement
• Maintained a high client retention rate by extending exceptional customer service and anticipating client needs
• Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results

• Comprehended the project's ROI and directed the efforts towards the different campaigns under Sales & Marketing Privacy Program (SMPP) of Microsoft
• Scrutinized the improvement areas & implemented measures to maximize users satisfaction levels through conducting feedback sessions across events, promotions and Microsoft shows
• Ensured that the E-mails, Event Invites & Links and Newsletter requests coming from various mechanisms / tool are thoroughly reviewed (MASH, SDS & GetOnline) within the stipulated SLA
• Analyzed the data and created final report using Tableau, Excel Functions - Table, PivotTable, Data Tools, Charts, Lookup, Sort and Filter