Summary
Overview
Work history
Education
Skills
Additional Information
Languages
Certification
Timeline
Generic
Amrita Chatterjee

Amrita Chatterjee

Kuala Lumpur,Malaysia

Summary

Self-Introduction: A confident self-starter, good business acumen and the ability to prioritise and balance complex workloads. Maxine has a proven track record of Project Management and Loyalty Program Specialist and is someone who can hit the ground running in any new role. Experienced Loyalty Program Specialist with a demonstrated history of working in the financial services industry. Skilled in project planning, coordination, and executing campaign. Strong business development professional with a Master of Business Administration (MBA) focused in Accounting and Finance from London School of Commerce, Cardiff Metropolitan University. Focused Project Coordinator with an impressive track record in collaborative, cross-functional teamwork within high-pressure environments. Adept at project planning and managing multiple accounts at once. Dedicated to improving company sales goals and meeting business objectives.

Overview

10
10
years of professional experience

Work history

Loyalty Program Specialist

Webhelp Malaysia SDN BHD (Xavera - Exness)
Kuala Lumpur, Malaysia
12.2021 - Current
  • Experience with 8+ years in Financial industry, now enhancing my career as a Loyalty Program Specialist
  • Managing the organization's loyalty programs, platforms, campaign, partner's survey and promotion utilized for loyalty and retention
  • Product owner of Partnership Loyalty Program and working with other department's stakeholders to demonstrate the projects
  • Develop and implement Strategic and tactical annual plans and execute & analysis of campaigns
  • Identify and source partnership opportunities to expand existing business collaboration project
  • Experienced with detailed knowledge of loyalty or CRM programmes and the essential elements of their contribution to customer/partner engagement
  • Track record of implementing multivariate tests and lifecycle campaigns across multiple channels (email, SMS, direct mail), with proven results on engagement & business metrics
  • Coordinate internal resources and third parties/vendors for the flawless execution of Partnership projects and programs
  • Forecasting Loyalty Program's budgeting cycle and track record of forecasting income and expenditure for partners and pipeline, preparing Project road map and executing the project success
  • Assist in the definition of project scope and objectives, co-ordinating with internal and external stakeholders and ensuring technical feasibility
  • Design and execute a loyalty programme campaign and survey, as well as generate detailed analysis and reports;
  • Executing omnichannel campaigns and workflows: owning content selection, copywriting, creative asset briefing, list set-up, implementation and scheduling
  • Market Analysis and Business Development:
  • Develop new business opportunities to meet trends
  • Developing relevant marketing content for our company's brand and social media
  • Planning and managing the content, design and execution for our social media or digital marketing platform
  • Develop and implement effective communication strategies that build customer loyalty programs, brand awareness, and customer satisfaction
  • Develop market analysis to identify customer needs, minimise the current issue and find a solution to increase trading volume for the company.

Customer Operation Specialist

Sellbytel Malaysia SDN BHD (Xavera - Exness)
Kuala Lumpur, Malaysia
09.2018 - 11.2021
  • Collaborated with team to maintain operational performance aligned with contracted targets and obligations.
  • Preparing required monthly, weekly or daily reports
  • Monitoring all internal request and investigating case-by-case.
  • Ensuring quality standards for all partnership processes (Tracking milestones and cases status).
  • Ensuring Key Account Managers have appropriate training and other resources to perform their jobs (Mentoring program).
  • Ensuring all partnership manuals are up-to-date;
  • Ensuring partnership knowledge base is up-to-date.
  • Managing operational needs and task delegations.
  • Cooperating with other departments and stakeholders when necessary
    • Assisting with the revision of Support manuals.
  • Assisted with resource allocation to meet forecasted business needs.
  • Compiled operational data and prepared reports, presentations and correspondence.
  • Drafted documents and reports for management review.
  • Collaborated with internal teams to streamline cross-functional operations.
  • Provided detailed feedback on operational processes, contributing to continuous improvement initiatives.

Virtual Customer Support Specialist

Sellbytel Malaysia SDN BHD (Xavera - Exness)
Kuala Lumpur, Malaysia
04.2014 - 08.2018
  • Solving client’s technical issues via live chat, Email and Call.
  • Prepare and submit daily and weekly report.
  • Work on escalation when require and solve the issue to support client’s enquiry.
  • Assist clients and guide them with company’s product.
  • Collaborate with other teams to improve client’s complaints and feedback.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Obtained feedback from customers to improve service experience.
  • Listened actively to offer accurate information and best solution to their needs.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Analysed market trends and conditions to provide informed advice to customers.

Global Sales Executive

KW Group
Kuala Lumpur, Malaysia
10.2013 - 03.2014
  • Communicated with potential and existing customers in-person, over telephone and via webchat.
  • Broadened prospect lists and generated targeted persons for high sales probability.
  • Built rapport with new and existing customers from diverse cultural backgrounds to maximise sales opportunities.
  • Enhanced new business acquisition through strategic networking and lead generation.
  • Sold event sponsorship and identified other commercial opportunities, boosting income.

Education

Master of Business Administration (MBA) - Finance

Cardiff Metropolitan University - Westminster International College

B.Com (Honors) - Accountancy

Calcutta University - City College
2011

Skills

  • Project Management: Coordinating to Operational management for Loyalty Program
  • Analytical problem-solving
  • Leadership
  • Communication skills
  • Programme development
  • Customer-focused
  • Effective communication
  • Process coordination and management
  • Advanced knowledge in Words, Google Sheets, Power Point, and Excel
  • CRM tools: Zendesk, Bitrix, Slack, Confluence, and Sales Force
  • IT Knowledge: Kabanan Jira, Metabase, Marketing Cloud, Forex Trading tool (MT4, MT5),
  • Cost estimation and budgeting
  • Data analysis
  • Project documentation

Additional Information

  • Certificate: Achievements: , I've been received top performer award multiple times in my current company for the Product knowledge annual assessment I've received CIB Star Award for “Most Customer Oriented” I have completed Senior Diploma in Indian Classical Dance (Katthak) and did so many stage performances. I have completed Junior Diploma in Drawings Academy. Participated in various cultural events in school. Comments All the details mention is true and best of my knowledge.

Languages

Bengali
Native
English
Advanced
C1
Hindi
Advanced
C1

Certification

1. Google Project Management

2. Blockchain and Bitcoin Fundamentals

3. Deeply Practical Project Management

Timeline

Loyalty Program Specialist

Webhelp Malaysia SDN BHD (Xavera - Exness)
12.2021 - Current

Customer Operation Specialist

Sellbytel Malaysia SDN BHD (Xavera - Exness)
09.2018 - 11.2021

Virtual Customer Support Specialist

Sellbytel Malaysia SDN BHD (Xavera - Exness)
04.2014 - 08.2018

Global Sales Executive

KW Group
10.2013 - 03.2014

Master of Business Administration (MBA) - Finance

Cardiff Metropolitan University - Westminster International College

B.Com (Honors) - Accountancy

Calcutta University - City College

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Amrita Chatterjee