Chanchal Bhardwaj
Associate Support Enablement and Learning Program Manager
Mumbai
Summary
A Finance professional with over 5 years of experience, Dedicated and results-driven in Support Enablement and Learning with over 1 year of experience in creating and implementing training programs that elevates and drive exceptional customer service. Delivering world class customer support and is a critical component to the success of sales process and client experience, and has an elevating skill set of delivering trainings for 100+ support colleagues in the region. Seeking opportunities to further develop and contribute to a dynamic organization's success.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Associate Support Enablement and Program Manager
Morningstar India Pvt. Ltd.
12.2022 - Current
- Collaborated with cross-functional teams, including Sales, Marketing, and Product Development, to align support initiatives with company goals and strategies, ensuring a cohesive and customer-centric approach.
- Implemented data-driven decision-making processes, utilizing analytics to measure the effectiveness of training programs, identify areas for improvement, and continuously enhance team performance.
- Utilized a customer-centric mindset to prioritize the needs and expectations of customers, leading to improved customer loyalty and satisfaction ratings.
- Leveraged technical proficiency to optimize support tools and software, enhancing training efficiency and monitoring support team performance.
- Conducted Support onboarding program for teams, which includes organization of onboarding plans, facilitation of live sessions, coordination with managers on 30-60-90 day expectations, and coaching where applicable
- Partnered with Stakeholders to develop training curriculum appropriate this included taking inventory of existing curriculum, identifying gaps and developing missing content, and determine fit for various training modalities (live, self guided/e-Learning)
- Engaged as a key stakeholder in the delivery of training programs including new go-to-market solutions, industry trends, client facing skill workshops, significant methodology changes and enhancements to existing solutions.
- Partnered with Support leaders, Sales and Sucess teams, Product Marketing/Management, Operations, and other groups to identify overall training needs, develop and deliver appropriate enablement training and supporting content. This includes managing stakeholder expectations and communications.
- Led the development of quality assurance processes to maintain consistently high-quality support and improved team efficiency, resulting in a 10% reduction in average resolution times.
Product Consultant
Morningstar India Pvt. Ltd.
07.2020 - 11.2022
- Handling client queries, providing the expected research data related to Mutual funds, ETFs, Equity and Fixed incomes through emails and calls and ensuring Best in Class Customer Experience guidelines are met.
- Assisting clients to screen and compare funds using various tools and providing the desired categories of securities, analyzing the analyst reports provided and assisting clients about the methodologies used.
- Maintaining SOPs and competency based KPIs and sharing data and product based new learnings.
- Queue Management, training new members and helping team with insights on ratio and ESG related updates by conducting Knowledge café session, Coordinating with different teams at Level 2 to get client’s queries resolved.
- Any duties assigned by the supervisor or manager including additional responsibilities such as defect tracking analysis, Level 2 SME activities including analyzing incorrect escalations, ping pong maintain the cycle time and timely coordination with Level 2 to get the issues fixed
- Training New Hires with all complex methodologies and process also maintain the quality while they go live on floor, give feedback on their call and emails and provide a proper hand-holding and assistance while they complete the training phase
Team Coach
HDFC Securities Ltd.
08.2018 - 04.2020
- Communicated with customers to assess and address individual needs, providing timely and quality support via Calls Chat and Emails, handling compliance level complaints and NRI desk
- Distributed individual assignments to team members and monitored progress against the service quality and their appraisals based on the performance
- We were supposed to call the select set of clients to every day to check weather their insufficient margins are clear before their positions are squared off
- We were supposed to regain the lost or depleting Daily/Weekly/Monthly Intraday and Volumes in both segments (Cash and Derivative) by providing Trade Assistance/ Recommendation
Education
Bachelors of Commerce (B.Com.) -
Mumbai University
01.2016 - 04.2018
Masters of Commerce (M.Com.) - undefined
Mumbai Univeristy
01.2020 - 04.2022
Bachelors of Legislative Law (LLB) - undefined
Mumbai University
01.2019 - 04.2022
Skills
Certification
Certified Financial Planner (Currently Pursuing)
Timeline
Associate Support Enablement and Program Manager
Morningstar India Pvt. Ltd.
12.2022 - Current
Product Consultant
Morningstar India Pvt. Ltd.
07.2020 - 11.2022
Masters of Commerce (M.Com.) - undefined
Mumbai Univeristy
01.2020 - 04.2022
Bachelors of Legislative Law (LLB) - undefined
Mumbai University
01.2019 - 04.2022
Team Coach
HDFC Securities Ltd.
08.2018 - 04.2020
Bachelors of Commerce (B.Com.) -
Mumbai University
01.2016 - 04.2018
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