Krunal Dalal

Background

About Krunal Dalal

As an experienced Customer Experience professional, I have managed portfolios and engaged with clients globally to increase business and revenue. I have scheduled calls on a regular basis to understand client pain points and proactively resolve issues. My focus has been to analyze customer data to identify gaps and better the experience by providing service decks to discuss the health of their accounts.My skills extend beyond customer success to managing complaints, bank relationships, refunds, and technical projects. I have created formal processes and policies for managing complaints and managed the CEO escalation desk. I have also managed bank relationships with global banking partners, successfully completed various yearly audits sent by the partner banks, and ensured SLAs were met for processing transactions. Additionally, I have overseen the manual refund process with access to all company bank accounts, creating a zero-error process with multiple automations to make it more efficient and effective.In terms of technical projects, I have managed multiple projects to develop and enhance the customer experience. My focus has been to discover new details hidden in ordinary data and use them to improve the process. I have helped new users to be onboarded with the bank, and provided permanent resolutions for repeated errors with root cause analysis.In my previous role at SS & C GlobeOp, I managed day-to-day communication with clients and their investors. My experience extends to managing internal as well as external stakeholders to resolve any client issues swiftly. Additionally, I managed the IT infrastructure to ensure clients and investors could use the company's internet-related applications without issues.As a Complaints Management Executive at MyUniverse, I managed complaints for the website, including any third-party services provided on MyUniverse. I also acted as a team leader for the complaints team, request team, and management representative for the customer service team.Overall, my experience in customer success, complaints management, bank relationships, refunds, technical projects, and project management has been instrumental in providing excellent customer service, developing robust processes, and creating a positive impact on the bottom line. I collaborate well with teams globally at all levels to identify and resolve technical, compliance, AML, OFAC, and operational issues. I am always looking for opportunities to recommend various changes to cover the organization-wide gaps in operations, service, tech, finance, and beyond.